Managed Services Systems Engineer I

Carrier Access IT; Clive (IA); Presencial; USD 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401(k) retirement plan with employer M

Quarterly bonuses

Paid time off

Medical, dental, and vision coverage

Life insurance

Flexible spending accounts

Descripción de la vacante

Carrier Access IT, LC is seeking a Systems Engineer I to join its Managed Services team in Clive, IA. The role provides frontline IT support, handles incidents, and maintains client systems across desktop, server, network, and cloud services.

You will deploy workstations, support on-site needs, and contribute to ongoing project work. You will work under the Managed Services umbrella, handling Microsoft 365, Azure, Active Directory, and related cloud services, with a focus on reliability, SLAs,

Formación

• High school diploma and 3+ years in client service or IT support.
• Associate's or Bachelor's in IT preferred.
• Broad knowledge of desktop/server/networking/cloud technologies and business app support.
• Experience with Active Directory, Group Policy, DNS/DHCP, and Exchange Online.

Responsabilidades

• Provide Tier 1 frontline support for managed services clients and resolve incidents and requests.
• Coordinate desktop/laptop deployment including imaging, data migration, and post-deployment support.
• Serve as on-site staff augmentation when needed at customer locations.
• Administer and troubleshoot Microsoft 365, Azure, AD, Entra ID, Exchange Online, Teams.
• Monitor and proactively resolve issues to prevent outages; assist with patch management.
• Document knowledge and maintain client systems to support internal/external users.
• Maintain customer service excellence and effective communication; track tasks and time in ticketing system.

Conocimientos

Desktop support

Server administration

Networking

Cloud technologies

Microsoft 365 & Exchange Online

Active Directory

Group Policy

DNS/DHCP

RMM platforms

ConnectWise Manage

VMware vSphere/ESXi

Hyper-V

SSL certificates

On-call support

Documentation

Educación

High school diploma

Associate's or Bachelor's in IT

Herramientas

N-able

LogicMonitor

ConnectWise Manage

Azure

Office 365 admin tools

Descripción del empleo

Job Title: Systems Engineer I

Department/Division: Managed Services

Reports To: Managed Services Support Desk Manager

Job Summary:

The Systems Engineer Tier I is a key contributor to the Managed Services team, responsible for providing frontline technical support and maintaining the day-to-day operation of client IT systems. Working in a fast-paced environment, this role responds to and resolves service incidents and requests, communicates effectively with users and service providers, and helps ensure the delivery of reliable, high-quality IT services.

Essential Functions:

• Coordinate and execute desktop and laptop deployment, including device imaging, configuration, software installation, user data migration, and post-deployment support to ensure a smooth transition for end users.
• When needed, serve as on-site staff augmentation support at a customer location, providing hands-on IT support, troubleshooting, and end-user assistance to ensure minimal disruption to production operations.
• Maintain current knowledge of relevant technology and will continually research industry best practices.
• Provide Tier 1 technical support for managed services customers, including troubleshooting and resolving escalated desktop, server, network, and cloud-related issues.
• Perform administration and support of Microsoft 365, Azure, Active Directory, Entra ID, Exchange Online, Teams, and related cloud services.
• Mitigate future issues by monitoring and proactively resolving issues before they reach a critical state. This may involve responding to monitoring tickets and assisting with patch management.
• With guidance from other team members, create and maintain basic to moderately complex systems for the benefit of internal and external clients.
• Maintain a high level of customer service by communicating professionally, setting expectations, and ensuring a positive customer experience.
• Develop and document knowledge of internal and external clients’ business and help provide options to resolve issues or proactively advance the organization forward.
• Complete assigned tasks in a timely manner, track time in the ticketing system and communicate status to manager.
• Track all documentation and communications through Carrier Access IT’s internal systems.
• Work in the Clive, Iowa office.
• Perform other tasks as needed and/or requested.

Education and Experience:

• High school diploma with at least 3 years of related client service experience.
• An associate's or bachelor’s degree in IT or a related field is preferred.
• Strong working knowledge of desktop support, server administration, networking, cloud technologies, and business application support.
• Experience administering and troubleshooting:
  • Active Directory
  • Group Policy
  • DHCP and DNS
  • User and identity management
  • Microsoft 365 and Exchange Online
• Experience utilizing Remote Monitoring and Management (RMM) platforms such as N-able, LogicMonitor, or similar tools.
• Working knowledge of backup and disaster recovery solutions, including monitoring, troubleshooting, and restoration processes.
• Ability to plan, deploy, maintain, and troubleshoot workstation, server, and cloud-based solutions.
• Experience working within a PSA/ticketing platform such as ConnectWise Manage, is preferred.
• Knowledge of some virtualization technologies including:
  • VMware vSphere/ESXi
  • Microsoft Hyper-V
  • Virtual infrastructure maintenance, troubleshooting, and lifecycle upgrades
• Understanding of external DNS services and record types.
• Experience managing internal and external SSL certificates.
• Excellent troubleshooting, customer service, communication, and documentation skills.
• Ability to manage multiple priorities while maintaining service level agreements (SLAs) and providing high-quality customer experience.
• Ability to conduct and direct research into technical issues and products as required.
• Ability to present ideas in a business-friendly and user-friendly language.
• High level of self-motivation.
• Meticulous attention to detail.
• Proven analytical, strategic thinking and problem-solving abilities.
• Ability to effectively prioritize, organize, and execute multiple tasks in a high-pressure environment.
• Ability to thrive in a culture of growth, change and continuous learning.
• Participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
• One that demonstrates a strong commitment to their role and is dependable in their attendance and punctuality, ensuring they are present and ready to contribute daily.
• Occasional travel to client sites may be required.
• Ability to work in an environment which may require:
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.
  • Lifting and transporting moderately heavy objects (up to 60lbs), such as computers and peripherals
  • Climbing ladders, crawling, bending and squatting

Required skills and abilities:

• Ability to conduct and direct research into technical issues and products as required.
• Ability to present ideas in a business-friendly and user-friendly language.
• High level of self-motivation.
• Meticulous attention to detail.
• Proven analytical, strategic thinking and problem-solving abilities.
• Ability to effectively prioritize, organize, and execute multiple tasks in a high-pressure environment.
• Ability to thrive in a culture of growth, change and continuous learning.
• Participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
• One that demonstrates a strong commitment to their role and is dependable in their attendance and punctuality, ensuring they are present and ready to contribute daily.
• Occasional travel to client sites may be required.
• Ability to work in an environment which may require:
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.
  • Lifting and transporting moderately heavy objects (up to 60lbs), such as computers and peripherals
  • Climbing ladders, crawling, bending and squatting

Benefits & Perks:

We offer a comprehensive benefits package designed to support our team members both personally and professionally, including:

• 401(k) retirement plan with employer match
• Opportunities for quarterly bonuses (variable pay)
• Paid time off and volunteer time off
• Medical, dental, and vision coverage for employees and eligible dependents
• 100% company-paid life insurance and short-term and long-term disability insurance
• Flexible spending accounts and health savings accounts
• Career development and advancement opportunities
• Professional development and training opportunities
• Company-paid vendor certifications and training
• Mentorship and opportunities to work on diverse projects
• Hybrid and flexible work arrangements, depending on the position and business needs
• Wellness and financial resources
• A culture-rich organization with a family-valued atmosphere.

A full summary of available benefits is provided during the interview and onboarding process.