Senior Systems Engineer
Description
Impact is hiring a Senior Systems Engineer to join our nationally ranked Best and Brightest workplace!
The TOC Sr. Systems Engineer will be part of the Impact Networking MIT organization under Service Operations and will provide world-class customer support and technical expertise for Impact Networking customer environments. Customer support will center around systems infrastructure and desktop computing following Impact’s incident, request, and change management processes. Extensive experience in IT support, effective team participation, as well as a demonstrated ability to understand customer needs, drive business practices, and work collaboratively in a fast-paced, dynamic environment where customer service skills are utilized daily are expected. Senior-level Engineers are expected to mentor less experienced engineering personnel.
The ideal candidate will be expected to: analyze server, storage, workstation systems to determine existing and available capacity; prepare reports communicating available capacity to stakeholders; design and execute capacity and life-cycle augmentation projects; maintain and update system documentation and diagrams, and prepare business proposals in support of capacity and life-cycle augmentation recommendations in conjunction with a Technical Account Manager if one exists on the customer account; and identify root cause for core level crisis events and provide potential short/long term preventive actions in a timely manner using retroactive, reactive, and proactive means.
Responsibilities
- Handle server, workstation, and application incidents, change orders, and service requests by restoring service, resolving issues, and closing cases. Coordinate with customers, internal teams, and external vendors as needed.
- Customer and core infrastructure monitoring:
- Learn alarm management platforms, functions, and terminology
- Verify validity of alarms and follow troubleshooting procedures as outlined
- Work with remote locations on verification and resolution of alarms
- Follow outlined procedures for customer notification, escalation, and technical engineering interfaces, building familiarity with the client base (customer intimacy)
- Review system requirements and engineering concerns associated with customer requests such as equipment configuration, and operational impact
- Assist with backup and patch management issues, perform system configuration changes, and address client issues as they arise
- Perform root cause analysis on system and application problems, identifying and resolving chronic issues while initiating preventative actions for emerging problems
- Review logs and performance reports to identify potential problems and take proactive measures to mitigate them
- Maintain technical expertise and required industry certifications and stay current with new and emerging networking technologies
Things We Are Looking For
- Minimum of 5 years of industry experience in a production support role for a large enterprise or managed service provider (MSP) environment
- Solid operational support experience and technical troubleshooting skills
- Strong working knowledge of virtualization technologies and integration with storage platforms
- Strong experience and knowledge with various systems & desktop based operating systems, including the following:
- Windows Server
- ESX/VMware
- Windows Clusters
- Active Directory
- Network configuration
- IP addressing
- Routing
- DNS
- Proficiency in cloud platforms like Microsoft Azure & AVD
- Backup and Disaster Recovery tools like Datto
- SAN Connectivity
- Demonstrated experience:
- ITIL and Service Management, preferred
- Experience with N-Able RMM, preferred
- Knowledge of HaloPSA Platform, preferred
- Proficiency with documentation management platforms
- Must have working knowledge of event and incident management systems including support for Incident, Change, and Request for Information requirements.
- Strong communication skills and customer-service focus
- Excellent time-management skills
- Excellent writing and verbal communications skills.
- Ability to communicate and work directly with customers to identify and resolve technical issues.
- Ability to execute sound judgment and take initiative.
- Ability to work under pressure and manage multiple priorities.
- Desirable Education/Certifications
- Microsoft Technology Associate (MTA): Windows Server Administration Fundamentals
- Microsoft Certified Solutions Associate (MCSA): Windows Server
- Microsoft Certified Solutions Expert (MCSE): Core Infrastructure
- Microsoft Certified: Windows Server Hybrid Administrator Associate
- Microsoft Certified: Modern Desktop Administrator Associate
- Microsoft Certified: Identity and Access Administrator Associate
- Microsoft Certified: Azure Solutions Architect Expert
- VMware Certified Professional – Data Center Virtualization (VCP-DCV)
- CompTIA Server+
- CompTIA Security+
- Bachelor’s degree in business management, Computer Science, or equivalent work experience
Benefits
- 20 days of PTO
- 12+ paid holidays
- Flexible Sick Day Policy
- Paid Parental Leave
- Comprehensive Health, Disability Life, Dental and Vision Plans
- 401(K) discretionary match & retirement plans
- Continued education reimbursement
- On-going training & development opportunities
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