Systems Engineer (Tier II)

Structured Communication Systems Inc; Oregon (WI); On-site; USD 74,000 - 96,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life insurance + AD&D

Long and short-term disability

401(k)

Job summary

Structured Communication Systems, Inc is seeking a Systems Engineer (Tier II) located in Clackamas, Oregon to join our Managed Services team. The role focuses on remediation of service requests, coordinating triage, and troubleshooting systems, storage, and software-related incidents.

You will design, install, and support a variety of solutions, coordinate troubleshooting, and maintain documentation while providing excellent customer service.

Qualifications

• Bachelor’s degree in information systems or equivalent plus 2 years’ experience; or 5 years related managed services experience.
• Experience with CRM tools such as Salesforce and with Microsoft Office.
• Ability to communicate effectively in English, read and write professionally.

Responsibilities

• Acts as a primary escalation point for Tier I engineers for incidents and requests.
• Coordinate troubleshooting efforts and facilitate communication among stakeholders.
• Design, configure, implement and support various technology solutions.
• Install and configure systems and appliances from represented manufacturers.
• Create project documentation and provide project management support when needed.
• Identify opportunities to address customers’ security, network, storage, and mobility needs.
• Maintain accurate product and application knowledge and CRM records.
• Participate in weekly on-call rotation (4–6 times per year).

Skills

Customer service

Communication

Troubleshooting

Education

Bachelor's degree in Information Systems

Tools

Salesforce

Microsoft Office

Job description

Remediate service requests, coordinate triage and troubleshoot Systems-, Storage-, and Software-related incidents.

Structured Communication Systems, Inc is seeking a Systems Engineer (Tier II) located in Clackamas, Oregon to join our Managed Services team.

As part of our team, you will be responsible for being a resource for customer-facing systems, storage, and software-related incidents and service requests. This role is responsible for coordinating troubleshooting efforts, facilitating effective communication between stakeholders, and driving issues to resolution. The Systems Engineer also designs, configures, implements, and supports a variety of technology solutions, ensuring successful deployments and exceptional customer experiences.

(Must be able to work on-site in Clackamas, Oregon five days a week.)

Compensation: $74,000.00 – $96,000.00 (annually)

(Must maintain a valid driver’s license and motor vehicle insurance – at least equal to the state’s minimum coverage requirements.)

About Structured

Structured Communication Systems is a leading information technology consultancy and systems integrator. We are experts at architecting and implementing secure and reliable solutions for delivering business applications, ensuring business continuity, enhancing data center performance and efficiency, enabling mobile workers, securing information assets, and providing information security and governance.

Essential Duties and Responsibilities

An individual must be able to perform each essential duty satisfactorily in order to meet the qualifications required to perform this job successfully. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Acts as a primary escalation point for Tier I engineers in remediating service requests and incidents, for both customers and internal operations.
• Primarily focused on assisting with the troubleshooting of various issues, service requests or incidents.
• Takes appropriate actions while assisting and enabling Tier I engineers to troubleshooting incidents and providing basic service coordination for initial triage/troubleshooting of service requests.
• Reviews completed service requests and incidents for errors or omissions, and identify additional actions required to resolve outstanding issues and ensure excellent customer service.
• Acts as the first line for incoming customer communications, when required.
• Designs product implementation plans for customers of Structured.
• Installs, configures and provides subject-matter expertise on the various systems and appliances from the manufacturers that Structured represents.
• Puts together project files in a timely manner and provide project management services when appropriate.
• Identifies professional service opportunities to address customers’ security, network, storage, systems, voice and mobility needs.
• Assists in defining Structured’s value proposition to end-users.
• Assists in sales opportunities with Structured’s sales personnel.
• Creates detailed documentation and maintain an organized customer database.
• Follows the current policies and procedures for tracking activities in Structured’s various CRM tools.
• Participates in a weeklong, overnight on-call rotation that occurs throughout the year (4-6 times) with other members of Structured’s Managed Services team.
• Additional duties as assigned.
• Promotes and maintains a high standard of customer service at all times.
• Fosters and maintains relationships with customers, prospective customers and vendors.
• Ability to maintain and continually develop accurate product and application knowledge.
• Provides input for professional service statements of work (“SOW”) and create SOW’s as directed.

Education and Experience

Bachelor’s degree (B.A. or B.S.) from four-year college or university in information systems or equivalent plus 2 years’ experience; or 5 years related experience and/or training; or equivalent combination of education and experience in Managed Services.

General Office Computer Skills

To perform this job successfully, an individual should be an experienced user of the Microsoft Office Suite and have experience with customer relationship management (CRM) tools, such as Salesforce.

Language Skills

Ability to read, analyze, and interpret quotes and reports. Must be able to communicate effectively in English, including the ability to read, write, speak, and understand English, to perform essential job functions such as corresponding, presenting information, and responding to questions from employees, management, vendors, and customers, with or without reasonable accommodation.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to walk, stand, sit or step up to access equipment within a data center environment; use hands to, handle, or feel; reach with hands and arms; talk and hear. The employee is occasionally required to stoop, kneel, crouch and twist. The employee will occasionally lift and/or move up to 75 pounds.

Must maintain a valid Driver’s License and motor vehicle insurance (at least equal to the state’s minimum coverage requirements), as well as have the ability to travel to customer locations and other destinations for short to medium term projects.

Working Conditions

The working conditions characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed in both a general office environment, as well as a data center environment. Within the general office environment both the lighting and temperature are generally moderate. The data center environment is generally cool in temperature and the lighting is moderate; the noise level in the data center environment is generally loud.

This position may require an adjusted work schedule and evening hours in order to meet or attend vendor/customer needs. Flexibility to field phone calls, or system alerts and provide remote and/or on-site support to clients outside of normal business hours, including weekends and holidays.

Our organization provides a full compensation package that facilitates development and growth. The benefits package includes medical, dental, vision, group life and AD&D insurance, and long and short-term disability coverage and 401(k). We also provide training on mutually agreed upon professional goals through a combination of self-study courses, formal training and on-the-job training. Obtaining industry-based certifications is highly encouraged.

***We are interested in all qualified candidates that are eligible to work in the United States. However, we are not able to sponsor visas.***

* Structured is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce.