The Systems Engineer (SE) has the skills and experience to help clients evaluate their existing information technology (IT) environment, business processes and requirements, and recommend solutions to any challenges identified. The SE is an escalation point for junior technicians and can install, configure and maintain complex IT solutions for clients, meeting or exceeding the following key performance indicators:
- Billable utilization of 80%.
- Resolve 80% of assigned tickets without escalation assistance.
- Average customer satisfaction (CSAT) score of 98% with a response rate of 35%.
Why it matters: ATG is committed to providing clients with the best technical support that meets or exceeds their expectations. The SE is a level 2 member of the support team and is expected to take the lead in ensuring the commitment is met.
Technical Skills The SE is expected to be skilled and experienced in the following technical areas:
- Wired and wireless networking.
- Windows desktop and server operating systems, including Windows 10, 11 and Windows Server 2016 & 2019.
- Microsoft Azure, Active Directory, and the Microsoft 365 application stack.
- On-premises and cloud-based backup and business continuity systems.
- Apple IOS systems, including mobile devices and Macs.
- Android operating systems, including mobile devices.
- Virtual hypervisor environments, especially VMWare and Microsoft Hyper-V.
Requirements: - Bachelor of Science & Information Technology Degree or equivalent.
- 4+ years of IT experience.
- Experience with TCP/IP routing and switching.
- Demonstrated knowledge of configuring firewalls.
- Experience with remote monitoring and management (RMM) systems.
- Previous experience with virtualization and use of VSphere or above preferred.
- Demonstrated experience with storage technologies is preferred.
- Experience in managing Cisco Meraki technologies,
- Experience with network security products and services.
- Must be able to pass a background check and clearance.
Certifications: - CCNA, MCSA: Server 2012, VMWare Certified Professional, Microsoft Specialist: Developing MS Azure Solutions (similar experience in other technologies will be considered meeting qualifications)
General Requirements: - Ability to work as part of a team, in a positive and collaborative manner. Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
- Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
- Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
- Ability to work responsibly with or without direct supervision.
- Working knowledge of common operating systems and software applications.
- Adequate familiarity with equipment found in ATG client locations.
- Familiarization with knowledge or configuration experience of industry known Security Surveillance equipment such as digital NVRs and software applications to monitor and retrieve video is a plus.
Compensation is commensurate with experience, capabilities and contribution to the company's success, and is negotiated individually. This is an hourly, NON-EXEMPT position. Wage range $24/hr to $30/hr.
Applicants are required to submit to background check. Applicants must also have valid driver's license and proof of auto insurance.