The Systems Engineer is responsible for onsite service and support needs for our customers. This relates to all technology, including but not limited to: workstations, servers, printers, networks, and vendor specific hardware and software. The Systems Engineer will serve as a subject matter expert on strategic core competencies, work on more advanced tasks and work directly with the Lead Senior to identify and develop additional skills. The Systems Engineer will also gain exposure to more complex projects involving security, networking, firewall and advanced computing environment administration. There is potential for travel in this role.

Essential Duties and Responsibilities:

· IT support relating to technical issues involving Network devices: switches, routers, and firewalls

· IT technical services and support at the network level:

o WAN and LAN connectivity, routers, firewalls, and security

· Demonstrated experience with IT virtual technologies: Microsoft Hyper-V, Dell VMWare, etc.

· Demonstrated experience with Microsoft related technologies:

o Windows Server, Exchange, Office365, SQL, SharePoint, etc.

· Implement and support disaster recovery solutions.

· Remote access solution implementation and support: VPro, RDP, VPN, Terminal Services, and Citrix

· Serve as a subject matter expert on strategic core competencies and specific client environments

Potential need for travel, at times more than 4 hours from HQ or overnight.

· Pursue advanced industry certifications that are both relevant and mutually agreeable

· Improve customer service, perception, and satisfaction (Voice of the Customer)

o keeping them informed of incident progress, impending changes or agreed outages

· Documentation of technical processes, procedures, and systems

o Including internal processes and procedures related to duties and responsibilities

· Additional Duties and Responsibilities:

o Escalate service issues that cannot be completed within agreed service levels

o Work through a daily schedule that has been established through the dispatch process

o Enter all work as tickets, both service and project

o Responsible for tracking and recording all time and expenses

o Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Professional IT Certifications, including but not limited to:

o Microsoft MCP, MCSA, MCSE, Teams or Intune

o Citrix CCA or CCIA, Fortigate, SonicWALL, Cisco CCNA/CCNP

o Microsoft Azure hyper-v or VMware VCP

· Strong interpersonal skills:

o such as telephony, oral and written communication, active listening, and customer-care

o Ability to work in a team environment and effectively exchange accurate information

· Diagnosis and problem-solving skills related to technical issues

· Ability to multi-task and adapt to changes quickly

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization’s key IT services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide IT services

· Self-motivated with the ability to work in a fast-moving environment

· Typing skills to ensure quick and accurate entry of service request details

· Must be able to remain in a stationary position 80% of your working day

· Ability to move about the office and up and down stairs to access hardware and test equipment

· Dexterity to maintain computers in the lab, including under the desks and in the server closets

· Ability to recognize software, hardware and operating systems used to operate computers.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time

This job description is subject to change at any time.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Ability to Commute:

• Newport, KY 41071 (Preferred)

Ability to Relocate:

• Newport, KY 41071: Relocate before starting work (Preferred)

Work Location: In person