Systems Engineer

Net at Work; United States; Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health and Welfare (Medical, Dental, V

401k with matching

Paid Time Off

8 Paid Holidays per year

Flexible Spending Accounts

EAP

Life and AD&D Insurance

Job summary

Net at Work is seeking a Systems Engineer to implement networking technologies for clients and support their networks. You will configure equipment, document solutions, and provide second-level technical support on a variety of platforms including Mac OS, Windows, and cloud services.

The role emphasizes rapid issue resolution, project workload, and on-site visits when required, with a base salary range and comprehensive benefits.

Qualifications

• Must have MSP/service desk experience supporting small to mid-size clients (5+ years).
• 5+ years project engineering experience.
• Exceptional written and verbal communication skills.

Responsibilities

• Coordinate/remotely fix desktop/server/networking issues; install/upgrade software and configure systems.
• Handle second-level escalations for Mac OS and Windows in Service Desk.
• De-escalate outages and travel onsite when needed; provide post-resolution followups.
• Troubleshoot hardware and determine fixes; adhere to SOPs.
• Document operational procedures and maintain client documentation after changes.
• Maintain tickets with daily time entries; ensure minimum 32 billable hours.

Skills

MSP experience

Project engineering

Strong communication

Multi-tasking

On-call readiness

Networking knowledge

Customer service

Education

Bachelor's degree or equivalent

Technical certifications (preferred)

Tools

ConnectWise Automate

JAMF

Intune

Office 365

G-Suite

Cisco Meraki

Dropbox

Job description

About this Position

The Systems Engineer (SE)is responsible forimplementation of networking technologies for clients and supporting clients and their networks. The SE configures the equipment and software to meet client business needs and documents the solution for ongoing support.

This position will providesecondleveltechnical support andmain levelticket tracking in an efficient and effective manner.The SE can also function as part of an implementation team on larger projects, or individual provides the services on support visits or smaller project needs.

The primaryrolefocus is to decrease time to resolution and increase revenue by acting as a project resource and an escalated resource for service tickets and Service Desk escalations.

Job Responsibilities

• Coordinate and/or perform remote fixes at the desktop,serverand networkinglevel, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Second level escalations on the servicedeskteam;resolve level 2 issues in Mac OS and Windows environments.
• De-escalate client situations related to outages, communications, and travel onsite where necessary.
• Troubleshoot hardware & accuratelydeterminefixes.
• Adherence to SOPs.
• Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.)
• Perform post-resolution follow-ups tohelprequests.
• Research issues andresolvestechnical problems.
• Implement andmaintainoperational documentation and procedures.
• Issue the daily operations status report and project status reports asrequired.
• Complete technical and specialprojects asassigned.
• Daily entry of time within current ticketing platform and keeping tickets updated.Maintainminimumof 32hrs of billable time.
• Coordinate with Service Coordination for work assignments.
• Coordinate with Project Management for intermittent project work assignments.
• Continue to learnnew technologiesand solutions.
• Keep andmaintainworkcalendar.
• Update client documentation after any change to the client’s network
• Maintain necessary professional certification statuses.
• Assistwith vendor certifications asrequired.
• Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects.
• KPIs: Average TimetoResolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility.

Job Requirements

• Must have experience at an MSP, service desk and/or corporate IT Experienceas a technical support representative/consultant supporting small to mid-size clients.(5+ years).
• 5+ years project engineering experience.
• Exceptional written and verbal communication skills.
• Exceptional ability to multitask.
• Ability to be on-call and work after-hours.
• Exceptional ability to adapt and learn new platforms and skills on the fly.
• Exceptional sense of urgency.
• Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows, Office 365, Intune, JAMF.
• Experience supporting Outlook/Office 365 Admin Portal.
• Experiencemanagingand configuringWindowsOSWorkstation/Server OS security, sharing, patches, and group policiesin a Windows Domain environment.
• Experience with cloud storage and remote connectivity solutions.
• Experience with various advanced networking technologies.
• Experience in remediation ofEDRrelated issues.
• Experience in implementation and remediation of various backup solutions.
• ConnectWise Automate Familiarity or similar RMM solution.
• Exceptional interpersonal skills, with a focus on rapport-building,listeningand questioning skills.
• College degree from an accredited four-year institution or relevant technical experience.
• Previouscustomer support,salesor technology experience.
• Technical Certifications (Preferred): Microsoft, Cisco, VMWare, JAMF, SonicWALL, Fortinet, CompTIA.
• • CurrentMCSE/MCSAorsimilar levelMicrosoft Certifications.
• • CurrentCCNAcertificationsor Extensive knowledge and understanding of the OSImodel.

Customer Requirements

This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.
• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.

Compensation and Benefits

Base salary range: $60,000 to $80,000.

This position is also eligible for a bonus in accordance with the terms of the Company’s plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary.Additionalfactors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life:

• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short- and Long-Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retirement Planning (401k with matching contribution)
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
• 8 Paid Holidays per year, including 1 floating holiday.

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.