Talent.com
Systems Engineer

Systems Engineer

i-EvolveBuffalo, NY, USA
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is responsible for all remote and on-site service and support needs for our customers and reports to the Operations Manager. This relates to all technology, to include : workstations, servers, printers, networks, and vendor specific hardware and software. This particular position will require superb interpersonal skills and a comfort in customer-facing support.

Essential Duties and Responsibilities :

  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix and Microsoft
  • Support services for Microsoft related technologies : Windows Server, Exchange, SQL, SharePoint, etc.
  • Technical services and support at the network level : WAN and LAN connectivity, routers, firewalls, and security
  • Remote access solution implementation and support : VPN, Terminal Services, and Citrix
  • System documentation to include system reviews and recommendations
  • Communication with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities :

  • Improve customer service, perception, and satisfaction
  • Ability to work in a team and communicate effectively
  • Escalate service issues that cannot be completed within agreed service levels
  • Communicate to customers : keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Business awareness : specific knowledge of the customer and how IT relates to their business strategy and goals
  • Develop in-depth knowledge of the service catalog and how it relates to customer's needs
  • Document internal processes and procedures related to duties and responsibilities
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

    • Knowledge, Skills, and / or Abilities Required :

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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 the essential functions.

  • Interpersonal skills : such as telephony skills, communication skills, active listening and customer-care
  • Self-motivated with the ability to work in a fast moving environment
  • Professional IT Certifications, such as : Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness : ability to match resources to technical issues appropriately
  • Service awareness of all organization's key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
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    System Engineer • Buffalo, NY, USA