09 Sep
Systems Engineer
New Hampshire, Manchester , 02360 Manchester USA

Vacancy expired!

Systems Engineer

POSITION SUMMARY Information Technology Company seeking a Systems Engineer with Level 2-3 Support experience to join our Team. This position will include both Professional Services and Managed Services. In the support role the candidate would be responsible for handling the most difficult or advanced problems. Out of the 3 support levels, Tier -3 professionals are experts in their fields and are responsible for not only assisting both Tier 1 and Tier 2 personnel but with the research and development of solutions to new or unknown issues. Note that Tier III technicians have the same responsibility as Tier 2 technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem. During Professional Services deployments this position requires independent work. If you are looking to grow your career in the IT industry, are reliable, an independent worker with the ability to think on your own, and have a "get it done" attitude then this is the position for you! Please provide professional references and salary requirement with resume.

RESPONSIBILITIES
  • Provide technical assistance with computer and infrastructure hardware and software.
  • Field incoming requests from end users via telephone, e-mail or other established support channels.
  • Resolve issues for clients via phone, in person, or remotely.
  • Track customer issues and resolutions
  • Document all relevant information including name, department, contact information, nature of issue, troubleshooting steps taken and resolution
  • Resolve incidents escalated by Tier 1-2 Technicians
  • Utilize knowledge base, FAQ's, teammates and all other available resources to aid in incident resolution in order to resolve customers' issues effectively and efficiently.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform preventative maintenance when needed including checking and performing updates.
  • Perform post-resolution follow-ups to help requests
  • Contribute to overall team effort in achievement of established SLA's
  • Consistently meet and exceed established benchmarks in performance set forth by management for all Tier 2-3 Associates.
  • Start working on tickets within client contracted time.
  • Recommends upgrades, patches, and new applications and equipment
  • Troubleshoots network performance
  • Develops and maintains all systems, applications, security, and network configurations
  • Configures and supports internal and/or external networks
  • Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes
  • Works with clients to evaluate and solve technical problems
  • Professional Services Installations and Deployments
  • Work to be conducted primarily in remote office, however some work will be done at the client site. Most work may be conducted remotely via technology. This position requires night and weekend work with a rotating on call schedule. Drug Test and Background Check are required.

QUALIFICATIONS, SKILLS AND EXPERIENCE
  • Level 2/Level 3 Experience required and at minimum, one of the below active certification(s) required. Applicants without certification(s) will not be considered for this position.
  • Aruba Certified Switching Associate (ACSA)
  • Active Cisco Certified Network Associate (CCNA) Certification required
  • SonicWall Network Security Associate (SNSA)

Physical Requirements:
  • Non-standard hours of work.
  • This position requires work outside the office environment.
  • Must be able to lift and move up to 30 lbs
  • Must be able to remain in a stationary positionfor 50% of the time.
  • Constant operation of computers and technical equipment

Vacancy expired!


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