Systems Engineer

Impact Networking, LLC; Town of Brookfield (WI); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Up to 20 days of PTO

Comprehensive health plans

401(K) & retirement plans

Ongoing training & development opportunities

Job summary

A leading managed services provider is seeking a dedicated production support professional to deliver world-class customer service and technical expertise. The role involves managing incidents, monitoring infrastructure alarms, and collaborating with clients and teams to solve technical issues. Candidates should have a minimum of 3 years of experience in an MSP environment and strong knowledge of Windows Server and cloud technologies. The position comes with comprehensive benefits and competitive compensation ranging from $80,000 to $100,000.

Qualifications

• Minimum of 3 years of experience in a production support role.
• Strong experience with Windows Server and Active Directory.
• Proficiency with backup and disaster recovery tools.

Responsibilities

• Provide world-class customer support for Impact Networking environments.
• Monitor core infrastructure and verify alarms.
• Perform root cause analyses and proactive measures.

Skills

Technical troubleshooting skills

Customer service focus

Communication skills

Knowledge of virtualization technologies

Knowledge of cloud platforms like Microsoft Azure

Education

Bachelor’s degree in business management, Computer Science, or equivalent work experience

Tools

Microsoft Azure

Datto

N-Able RMM

HaloPSA Platform

Job description

Overview

Impact is a leading national managed services provider, specializing in IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support – with a driving focus to bring enterprise-level resources to the SMB and midmarket. We are committed to customer‑centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do.

Responsibilities

• Provide world‑class customer support and technical expertise for Impact Networking customer environments.
• Handle server, workstation, and application incidents, change orders, and service requests by restoring service, resolving issues, and closing cases. Coordinate with customers, internal teams, and external vendors as needed.
• Monitor core infrastructure and alarms: learn alarm management platforms, verify validity of alarms, follow troubleshooting procedures, and work with remote locations on verification and resolution of alarms.
• Follow outlined procedures for customer notification, escalation, and technical network interfaces, building familiarity with the client base (customer intimacy).
• Review system requirements and engineering concerns associated with customer requests such as equipment configuration, and operational impact.
• Perform system configuration changes, root cause analyses, and proactive measures to address chronic and emerging systems problems.
• Act as a technical training resource and escalation point for peers and internal teams while maintaining accurate technical documentation and systems diagrams.
• Review logs and performance reports to identify potential problems and take proactive measures to mitigate them.
• Maintain technical expertise and required industry certifications and stay current with new and emerging systems technologies.

Qualifications

• Minimum of 3 years of industry experience in a production support role for an enterprise or managed service provider (MSP) environment.
• Solid operational support experience and technical troubleshooting skills.
• Strong working knowledge of virtualization technologies and integration with storage platforms.
• Strong experience and knowledge with various systems & desktop based operating systems, including Windows Server, ESX/VMware, Windows Clusters, Active Directory, network configuration (IP addressing, routing, DNS).
• Proficiency in cloud platforms like Microsoft Azure & AVD.
• Backup and Disaster Recovery tools like Datto; SAN connectivity.
• ITIL and Service Management a Plus; experience with N‑Able RMM a Plus; knowledge of HaloPSA Platform a Big Plus; proficiency with documentation management platforms.
• Must have working knowledge of event and incident management systems including support for Incident, Change, and Request for Information requirements.
• Strong communication skills and customer‑service focus, excellent time‑management, writing, and verbal communications skills.
• Ability to communicate and work directly with customers to identify and resolve technical issues; ability to execute sound judgment, take initiative, work under pressure, and manage multiple priorities.
• Desirable Education/Certifications: Microsoft Technology Associate (MTA); Microsoft Certified Solutions Associate (MCSA) Windows Server; Microsoft Certified: Windows Server Hybrid Administrator Associate; Microsoft Certified: Modern Desktop Administrator Associate; Microsoft Certified: Identity and Access Administrator Associate; CompTIA Server+; CompTIA Security+; Bachelor’s degree in business management, Computer Science, or equivalent work experience.

Benefits

• Up to 20 days of PTO
• Up to 7 paid sick days
• 12+ paid holidays
• Paid parental leave
• Comprehensive health, disability, life, dental, and vision plans
• 401(K) & retirement plans
• Tenure incentives at 5‑ (Tiffany & Co. Gift Card), 10‑ (Rolex watch), and 20‑ ($20,000 check) year mark(s)
• Continued education reimbursement
• Ongoing training & development opportunities

Compensation

Estimated salary range: $80,000‑$100,000. Compensation decisions are based on skills, experience, certifications, and other business needs.

Join Us

At Impact, your ideas matter, your growth is supported, and your work creates real change. Let’s build something incredible together!