Systems Engineer

Job Summary:

Visual Edge IT is seeking a skilled and customer-focused Systems Engineer to join our growing Managed Services team. This role serves as a critical technical escalation resource for both clients and internal Service Desk teams, delivering advanced troubleshooting, onsite technical support, and proactive infrastructure management for a wide range of customer environments.

The ideal candidate thrives in a fast-paced technology environment, enjoys solving complex technical challenges, and takes pride in delivering exceptional customer experiences. This position combines strong technical expertise with relationship management, requiring an individual who can communicate effectively with end users, executives, vendors, and internal teams while maintaining a high standard of professionalism and service excellence.

This role offers the opportunity to work across a diverse technology stack including Microsoft 365, networking, cloud platforms, firewalls, servers, endpoint systems, and infrastructure technologies while supporting organizations across multiple industries.

Primary Responsibilities:

• Serve as a senior escalation point for the Service Desk through phone, email, chat, ticketing systems, and onsite support engagements
• Provide both remote and onsite troubleshooting for desktops, servers, networking equipment, cloud services, and business-critical infrastructure
• Diagnose and remediate issues related to Microsoft environments, network connectivity, security appliances, printers, wireless systems, and endpoint devices
• Assess technical issues and determine when onsite support is required to ensure timely resolution and customer satisfaction
• Manage assigned customer tickets and service requests while meeting established SLA, response, and resolution metrics
• Maintain customer systems and equipment to the highest operational and security standards
• Deliver exceptional customer service through proactive communication, professionalism, and timely follow-up throughout the support lifecycle
• Walk users through troubleshooting steps and technical solutions in a clear, professional, and customer-friendly manner
• Record all technical activities, troubleshooting steps, resolutions, and recommendations accurately within ticketing and documentation systems
• Support onboarding, offboarding, implementation, and infrastructure upgrade projects for managed services customers
• Assist with maintaining and improving internal documentation including network diagrams, SOPs, customer environments, and technical knowledgebase articles
• Participate in regular customer network audits and health reviews to identify performance, security, and stability concerns
• Collaborate with Sales, Engineering, and Project teams to provide technical guidance and support for customer solutions and technology recommendations
• Maintain awareness of emerging technologies, cybersecurity threats, and industry best practices to support evolving customer environments
• Participate in after-hours emergency support rotation and occasional onsite emergency dispatches as required
• Represent Visual Edge IT professionally in all interactions with customers, vendors, and business partners
• Adhere to company standards, operational procedures, and Visual Edge IT Core Values
• Perform additional duties and technical projects as assigned

Knowledge, Skills, and Qualifications:

• High School Diploma or GED required; Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred
• Minimum of 2+ years of experience working in a Managed Services Provider (MSP), IT support, or technology solutions environment
• Strong troubleshooting experience supporting Microsoft Windows environments, Microsoft 365, networking, servers, and cloud-based technologies
• Experience supporting and troubleshooting switches, routers, wireless infrastructure, VPNs, firewalls, and endpoint devices
• Working knowledge of Active Directory, Azure, Microsoft 365 administration, DNS, DHCP, TCP/IP, and virtualization technologies
• Familiarity with cybersecurity best practices, endpoint protection, backup solutions, and disaster recovery concepts
• Strong understanding of ticket management systems, remote support tools, and technical documentation practices
• Ability to analyze technical issues, determine root cause, and develop effective long-term solutions
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users
• Strong customer service mindset with the ability to remain professional and composed under pressure
• Ability to prioritize multiple tasks and manage competing priorities in a fast-paced environment
• Strong organizational skills and attention to detail
• Self-motivated with the ability to work independently while also collaborating effectively within a team environment
• Willingness to participate in ongoing technical training and certification development

Preferred Certifications & Technical Experience

One or more of the following certifications or equivalent experience is highly preferred:

• Microsoft 365 Fundamentals
• Microsoft Azure Fundamentals
• Microsoft MCSA (2012 or later)
• Microsoft MTA Networking Fundamentals
• CompTIA A+
• CompTIA Network+
• CompTIA ITF+
• Cisco Meraki Solutions Specialist
• Ubiquiti UNS or UEWA certifications
• Barracuda Firewall certifications or equivalent firewall administration experience

Physical Requirements

• Ability to lift and move equipment up to 50 pounds
• Ability to climb ladders and work around technical equipment as needed
• Ability to stand, walk, bend, and work onsite for extended periods when required
• Valid driver's license, reliable transportation, and acceptable driving record required
• Ability to travel locally to customer sites as needed, up to approximately 60% travel depending on territory and customer requirements

At Visual Edge IT, we are proud to provide:

Work-Life Balance
Visual Edge IT promotes a healthy work-life balance for employees by offering competitive pay, PTO, and ten paid holidays per year. We are always reviewing and finding new ways to support our employees' unique needs.

Career Path
We encourage growth from within Visual Edge IT. We seek outside candidates who are driven that we can nurture along a career path and we hire/promote internally. We also have opportunities to develop talent through training programs.

Insurance Benefits
We offer multiple plans to choose from to fit your individual needs. We offer medical, HSA, dental, vision, short-term disability, long-term disability, voluntary life insurance, employee assistance program, and wellness programs. We provide all of our employees a $50k life insurance policy at no cost to our team members.

401(k)
Visual Edge gives employees access to a 401k program and offers an employer match benefit. Visual Edge IT will match 100% of an employee's contribution up to the first 3% and will provide an additional 50% match on the next 2% of the employee contribution.

Pay Range: $50,000 - $70,000 per hour