System Support Engineer

ValuePoint; United States; À distance; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Résumé du poste

ValuePoint is seeking a Support System Engineer to join our IT Operations team. This remote role focuses on supporting and maintaining complex systems across desktop, server, network, and cloud resources, with emphasis on uptime and performance.

The ideal candidate has 5+ years in Tier 2 administration or support, strong troubleshooting skills, and the ability to communicate with technical staff and end users. Eastern US hours are standard, with occasional non-standard hours when required.

Qualifications

• Bachelor's degree in a computer-related field or 5+ years in Tier 2 administration/support.
• Working knowledge across desktop, server, storage, networks, security and virtualization.
• Cloud technology experience and supporting infrastructure.
• Strong troubleshooting and problem-solving abilities.
• Effective communication with technical staff and users.
• Scripting skills with Perl, Python and Ruby.

Responsabilités

• Providing support based on tickets escalated from the Tier 1 team.
• Analyzing network data and infrastructure to determine inefficiencies and problems.
• Overseeing the configuration, administration, and support of computer systems.
• Adhering to service level agreements defined for Tier 2 support activities.
• Escalating issues to Tier 3 support that require architect or management intervention.
• Development of documentation including diagrams and knowledge base articles.
• Monitoring computer systems and networks for malware, malfunctions and errors.
• Troubleshooting complex software, hardware, and network issues to develop effective solutions.
• Keeping current on the latest advancements in technology, protocols, and best practices.

Connaissances

Windows

MacOS

Linux

Servers & Storage

Networking

Security & Firewalls

Virtualization

Scripting (Perl, Python, Ruby)

Formation

Bachelor's degree in Computer Science or Information Systems

Outils

Perl

Python

Ruby

Cloud platforms

Monitoring tools

Description du poste

Support System Engineer - Remote

Exp: 5+ yrs

Role Summary:

Reporting to the Manager, IT Operations, the Support Systems Engineer is a key technical expert responsible for the support and maintenance of complex systems and infrastructure. With broad technical knowledge across multiple technology domains, the role involves providing support, monitoring, and maintenance activities encompassing desktop, server, network, and cloud resource capabilities within the infrastructure.

Role Responsibilities:

• Providing support based on tickets escalated from the Tier 1 team.


• Analyzing network data and infrastructure to determine inefficiencies and problems.


• Overseeing the configuration, administration, and support of computer systems.


• Adhering to service level agreements defined for Tier 2 support activities.


• Escalating issues to Tier 3 support that require architect or management intervention.


• Development of documentation including diagrams and knowledge base articles.


• Monitoring computer systems and networks for malware, malfunctions and errors.


• Troubleshooting complex software, hardware, and network issues to develop effective solutions.


• Keeping current on the latest advancements in technology, protocols, and best practices.

Qualifications:

• Bachelor's degree in computer science, information systems, or a similar field or a minimum of 5 years' experience in a Tier 2 administration and/or support role.


• Working knowledge across the technology spectrum, including desktop/laptop devices (Windows, MacOS, and Linux), server and storage technology, networks, security and firewall technology, virtualization technology, and database management software.


• Working knowledge in cloud technology & supporting infrastructure.


• Strong troubleshooting and problem-solving abilities.


• Ability to communicate effectively with technical support staff, the user community, and technical management staff.


• Scripting skills with knowledge of programming languages, such as Perl, Ruby, and Python.


• Willingness to work standard Eastern US hours along with extra non-standard hours as required.