Systems Engineer

Visual Edge IT; Indianapolis (IN); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive pay

PTO and paid holidays

Health insurance plans

Life insurance $50k at no cost

401k with employer match

Job summary

Visual Edge IT, Inc. is seeking a skilled Systems Engineer to join our Managed Services team. You will act as a critical escalation resource, delivering advanced troubleshooting, onsite support, and proactive infrastructure management for diverse customer environments.

The ideal candidate has 2+ years in MSP/IT support, strong Windows/Microsoft 365 and networking expertise, and solid documentation and communication skills. Travel to client sites may be required.

Qualifications

• Minimum 2+ years in a MSP/IT support environment.
• Strong troubleshooting in Windows, 365, networking, servers, and cloud tech.
• Experience with AD/Azure, DNS/DHCP, VPNs, and firewalls.

Responsibilities

• Serve as senior escalation point for Service Desk via multiple channels.
• Provide remote and onsite troubleshooting for desktops, servers, and network equipment.
• Diagnose issues in Microsoft environments, connectivity, security appliances, and printers.
• Manage tickets and SLA metrics; document actions and resolutions.
• Support onboarding, implementation, and infrastructure upgrades for managed services.

Skills

MS Windows

Microsoft 365

Networking

Servers

Cloud technologies

Active Directory / Azure

Cybersecurity basics

Technical documentation

Customer service

Education

Associate or Bachelor in IT

Tools

Ticketing systems

Remote support tools

Job description

Are you looking for an exciting career in business-to-business technology sales? Visual Edge IT is comprised of talented, driven, and passionate people who work to provide unduplicated service to our internal and external clients. We encourage one another at every level, and our efforts are supported by employee driven, world class benefits that enable us to enjoy our lives outside the office while building fulfilling careers. If you want to work for a company where you can build a career and be part of an amazing team, we would love to hear from you!

Work-Life Balance

Visual Edge IT promotes a healthy work-life balance for employees by offering competitive pay, PTO, and a number of paid holidays per year. We are always reviewing and finding new ways to support our employees’ unique needs.

Insurance Benefits

• Visual Edge IT offers multiple plans to choose from to fit your individual needs.
• We offer medical, dental, vision, short term disability, long term disability, voluntary life insurance, employee assistance program, and wellness programs.
• We provide all of our employees a $50k life insurance policy at no cost to our team members.

We encourage growth from within Visual Edge IT. We seek outside candidates who are driven that we can nurture along a career path and we hire/promote internally. We also have opportunities to develop talent through training programs.

Visual Edge IT gives employees access to a 401k program and offers an employer match benefit. Visual Edge IT will match 100% of an employee’s contribution up to the first 3% and will provide an additional 50% match on the next 2% of the employee contribution.

Location: Indianapolis, IN

Job Id:2309

# of Openings:1

Empowering Businesses. Enabling Success.

At Visual Edge IT, we help organizations nationwide harness the power of technology to work smarter, stay secure, and grow stronger. From managed IT services and cybersecurity to print solutions and document workflow, we deliver innovative, customized strategies that give our clients the edge in an ever-changing business landscape. Our nationwide network combines the personalized service of local teams with the strength and resources of a national leader—ensuring that every client gets both technology that works and people who care.

With more than two decades of experience and a team of over 1,000 technology professionals, we pride ourselves on building partnerships that go beyond service contracts. When you join Visual Edge IT, you become part of a collaborative, solutions-driven culture where your expertise helps shape the future for businesses across the country. Together, we don’t just solve technology challenges—we create opportunities for success.

Job Summary:

Visual Edge IT is seeking a skilled and customer-focused Systems Engineer to join our growing Managed Services team. This role serves as a critical technical escalation resource for both clients and internal Service Desk teams, delivering advanced troubleshooting, onsite technical support, and proactive infrastructure management for a wide range of customer environments.

The ideal candidate thrives in a fast-paced technology environment, enjoys solving complex technical challenges, and takes pride in delivering exceptional customer experiences. This position combines strong technical expertise with relationship management, requiring an individual who can communicate effectively with end users, executives, vendors, and internal teams while maintaining a high standard of professionalism and service excellence.

This role offers the opportunity to work across a diverse technology stack including Microsoft 365, networking, cloud platforms, firewalls, servers, endpoint systems, and infrastructure technologies while supporting organizations across multiple industries.

Primary Responsibilities:

• Serve as a senior escalation point for the Service Desk through phone, email, chat, ticketing systems, and onsite support engagements
• Provide both remote and onsite troubleshooting for desktops, servers, networking equipment, cloud services, and business‑critical infrastructure
• Diagnose and remediate issues related to Microsoft environments, network connectivity, security appliances, printers, wireless systems, and endpoint devices
• Assess technical issues and determine when onsite support is required to ensure timely resolution and customer satisfaction
• Manage assigned customer tickets and service requests while meeting established SLA, response, and resolution metrics
• Maintain customer systems and equipment to the highest operational and security standards
• Deliver exceptional customer service through proactive communication, professionalism, and timely follow‑up throughout the support lifecycle
• Walk users through troubleshooting steps and technical solutions in a clear, professional, and customer‑friendly manner
• Record all technical activities, troubleshooting steps, resolutions, and recommendations accurately within ticketing and documentation systems
• Support onboarding, offboarding, implementation, and infrastructure upgrade projects for managed services customers
• Assist with maintaining and improving internal documentation including network diagrams, SOPs, customer environments, and technical knowledgebase articles
• Participate in regular customer network audits and health reviews to identify performance, security, and stability concerns
• Collaborate with Sales, Engineering, and Project teams to provide technical guidance and support for customer solutions and technology recommendations
• Maintain awareness of emerging technologies, cybersecurity threats, and industry best practices to support evolving customer environments
• Participate in after‑hours emergency support rotation and occasional onsite emergency dispatches as required
• Represent Visual Edge IT professionally in all interactions with customers, vendors, and business partners
• Adhere to company standards, operational procedures, and Visual Edge IT Core Values
• Perform additional duties and technical projects as assigned

Knowledge, Skills, and Qualifications:

• High School Diploma or GED required; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred
• Minimum of 2+ years of experience working in a Managed Services Provider (MSP), IT support, or technology solutions environment
• Strong troubleshooting experience supporting Microsoft Windows environments, Microsoft 365, networking, servers, and cloud-based technologies
• Experience supporting and troubleshooting switches, routers, wireless infrastructure, VPNs, firewalls, and endpoint devices
• Working knowledge of Active Directory, Azure, Microsoft 365 administration, DNS, DHCP, TCP/IP, and virtualization technologies
• Familiarity with cybersecurity best practices, endpoint protection, backup solutions, and disaster recovery concepts
• Strong understanding of ticket management systems, remote support tools, and technical documentation practices
• Ability to analyze technical issues, determine root cause, and develop effective long‑term solutions
• Excellent verbal and written communication skills with the ability to explain technical concepts to non‑technical users
• Strong customer service mindset with the ability to remain professional and composed under pressure
• Ability to prioritize multiple tasks and manage competing priorities in a fast‑paced environment
• Strong organizational skills and attention to detail
• Self‑motivated with the ability to work independently while also collaborating effectively within a team environment
• Willingness to participate in ongoing technical training and certification development

Preferred Certifications & Technical Experience

One or more of the following certifications or equivalent experience is highly preferred:

• Microsoft MCSA (2012 or later)
• CompTIA A+
• CompTIA Network+
• CompTIA ITF+
• Cisco Meraki Solutions Specialist
• Ubiquiti UNS or UEWA certifications
• Barracuda Firewall certifications or equivalent firewall administration experience

Physical Requirements

• Ability to lift and move equipment up to 50 pounds
• Ability to climb ladders and work around technical equipment as needed
• Ability to stand, walk, bend, and work onsite for extended periods when required
• Valid driver’s license, reliable transportation, and acceptable driving record required
• Ability to travel locally to customer sites as needed, up to approximately 60% travel depending on territory and customer requirements

At Visual Edge IT, we are proud to provide:

• Visual Edge IT promotes a healthy work‑life balance for employees by offering competitive pay, PTO, and ten paid holidays per year. We are always reviewing and finding new ways to support our employees’ unique needs.
• We encourage growth from within Visual Edge IT. We seek outside candidates who are driven that we can nurture along a career path and we hire/promote internally. We also have opportunities to develop talent through training programs.
• We offer multiple plans to choose from to fit your individual needs. We offer medical, dental, vision, short term disability, long term disability, voluntary life insurance, employee assistance program, and wellness programs. We provide all of our employees a $50k life insurance policy at no cost to our team members.
• Visual Edge IT gives employees access to a 401k program and offers an employer match benefit. Visual Edge IT will match 100% of an employee’s contribution up to the first 3% and will provide an additional 50% match on the next 2% of the employee contribution.

Visual Edge IT is an Equal Opportunity Employer. Discrimination and harassment of any kind based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, marital status, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristics are prohibited. VEIT participates in the E‑Verify Employment Verification Program.

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