Job summary
This role primarily involves in-house support, managing service desk tickets with varying levels of complexity, and reporting to the Service Manager.
Title: Systems Engineer
The Systems Engineer will work directly with clients and collaborate with other system engineers to handle support tickets, providing installation and maintenance services across various customer networks.
This role primarily involves in-house support, managing service desk tickets with varying levels of complexity, and reporting to the Service Manager.
Primary Responsibilities:
- Recurring Server and Network Maintenance
- Basic Active Directory Support (e.g., user management, password resets)
- Basic Multi-Factor Authentication (MFA) Support (setup for new devices and users, user unlocking)
- Basic Hardware Support and Troubleshooting (e.g., identifying, connecting, and configuring hardware components and peripheral devices)
- Basic Windows Operating Systems Support (e.g., installation, command line operations, and client support)
- Desktop Support for Windows 10 and 11, and Server Support for Windows Server (2008, 2012, 2016, 2019, 2022)
- Basic Software Troubleshooting for PCs and mobile devices
- Basic Support for Microsoft Office and Office 365 Suite
- Basic Support for Spam Filtering
- Basic Networking Support and Troubleshooting (e.g., TCP/IP, DNS, DHCP, HTTP, SSL, Wi-Fi, VPN, and network equipment such as NAS devices, switches, firewalls, and network printers)
- Basic Infrastructure Support (e.g., troubleshooting cabling, device, and storage technologies)
- Basic Security Support (e.g., identifying and addressing device and network security vulnerabilities, troubleshooting Duo MFA/SSO, assisting with user lockouts, and installing/setup)
- Basic Anti-Virus Support and Remediation
- Basic Mobile Device Support (e.g., installation and configuration of laptops and other mobile devices)
- Basic Support and Understanding of Mac OS, Linux, and Mobile Operating Systems
- Basic Server and Network Maintenance for various network environments
- Ability to escalate issues to higher-level support when necessary
- On-call support every few months for primary/secondary coverage after-hours
- Create and maintain documentation, diagrams, and detailed instructions
- Dispatch Support (e.g., answering phones, creating, and assigning tickets)
