System Engineer

Ntiva, Inc.; Virginia, Northern (IL, KY); Hybrid; USD 65,000 - 88,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

401k + company-matched contributions

Group Life and AD&D coverage

Short-Term and Long-Term Disability

HSA and PPO options

Education Reimbursement

Employee Referrals program

Career advancement tracks

Job summary

Ntiva, Inc. is seeking a Systems Engineer to serve as the highest level of technical escalation within the Advanced Technical Support department. This remote role supports clients across the U.S., with occasional travel to Centers of Excellence as needed.

You will handle complex tickets, mentor junior techs, and contribute to proactive monitoring and client maintenance, aligning with Ntiva’s security and technology standards while delivering reliable, high-quality service.

Qualifications

• 5+ years Help Desk or Field Operations experience.
• Experience with IT/MSP environments and supporting clients.
• Ability to manage diverse networking gear and platforms (FortiGate/Watchguard/SonicWall, ESXi, Hyper-V).
• Proficient in Azure Portal and Office 365 administration.
• Strong problem-solving and communication skills.

Responsibilities

• Respond to escalated tickets and drive resolution with escalation coordination.
• Investigate and remediate Problem Management tickets and monitor tasks.
• Mentor technicians and share knowledge on ticket resolutions.
• Complete Remote Operations team projects and maintain security standards.
• Communicate with clients about maintenance windows and outcomes.
• Document changes and recurrent issues; develop automation ideas.
• Maximize CW-Automate monitoring across endpoints and devices.
• Collaborate with operations to maintain company technology standards.

Skills

Help Desk

Field Operations

Networking

Azure Portal

Office 365 Admin

Windows Server

GPO

DHCP

DNS

NPS

WSUS

IIS

AD

DFS

PowerShell

Hyper-V

ESXi

Education

Associate’s Degree in Computer Science

Citrix CCA

VMware VCP

Network+

Cisco CCNA

Microsoft MCP or Higher

Microsoft 365 Certified: Fundamentals or Higher

Tools

FortiGate/Watchguard/SonicWall

SANS/NAS/Printers

CW-Automate Monitoring

Azure Portal

Job description

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva,we’remore than a Managed ServicesProvider,we’rea community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin,we’reon the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond,we’dlove to meet you. Come explore one of our many opportunities and grow with us!

How you’ll make an Impact

As a Systems Engineer, you will serve as the highest level of technical escalation within the Advanced Technical Support department.

Location and Work Expectations

• This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).
• Schedule is Friday - Monday, 5am - 4pm EST

What you will be doing

• Response and coordinated resolution of escalated priority 1 and priority 2 reactive (break/fix) tickets
• Investigation and remediation of Problem Management tickets
• Provide feedback and mentoring to techs on ticket resolutions
• Completion of Remote Operations team projects
• Ensures adherence to established policies, processes, and procedures
• Perform scheduled tasks outlined in client Agreement
• Work with client to schedule client maintenance window
• Communicate with client before and after maintenance windows
• Report on success or issues encountered during tasks
• Perform remediation tasks covered under agreement unless an escalation is needed
• Document any new changes to the client environment
• Document any reoccurring roadblocks in procedures and the workaround
• Perform validation checks on said systems post patching to ensure system stabilization
• Notify and request T&M approval for any out-of-scope remediation, work needed, or security vulnerabilities
• Update tasks on a per-ticket basis
• Develop new methods to automate tasks
• Maximize Monitoring Platform (CW-Automate) in monitoring endpoints
• Work with Operation teams in maintaining company technology standards

You’ll be successful in this role if you have experience in/with

• 5+ years Help Desk or Field Operations experience
• Experience working with or for an IT/MSP (Managed Service Provider)
• Ability to maintain a variety of networking technology: Firewalls (FortiGate/Watchguard/SonicWall), Switches, UPS, Servers, SANS, NAS, Printers, WAP, and PC
• Ability to maintain ESXI & Hyper-V Platforms
• Ability to navigate Azure Portal
• Ability to administer and audit Office 365 end-user administrations
• Ability to troubleshoot the following Windows server roles: GPO, DHCP, DNS, NPS, WSUS, IIS, AD, and DFS
• Service and troubleshoot end user issues (computer hardware, OS, software related)
• Ability to communicate and cooperate with various departments in order to obtain information needed
• Ability to work under pressure, while maintaining a tactful and professional demeanor
• Intermediate to advanced level of Microsoft Platforms
• Strong problem-solving capabilities
• This role involves extended periods of sitting or standing and regular use of computers and office equipment

Bonus Points for

• Associate’s Degree in Computer Science, Information Systems, Engineering or other related discipline
• Citrix CCA, VMware VCP, Network+ or Cisco CCNA, Microsoft MCP or Higher, Microsoft 365 Certified: Fundamentals or Higher

Required language skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Benefits and Perks

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution- no vesting period!(Employee and Company contribute after 90 days)
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Employee Assistance Program
• EducationReimbursement Program
• Generous Employee Referral Program-cash bonus for successful referrals!
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks
• Work with Industry-Leading Talent
  

The base pay range for this position is expected to be between $65,000 and $88,000 per year. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Work Authorization Criteria

Standard:We welcome applicants who are U.S. persons.At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.

Workspace Requirements and Remote Work Policy

Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi‑Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours(except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, issubject to review by management, and must adhere to Ntiva policies and procedures.

Our Commitment to a Diverse Workforce

At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem‑solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.