Systems support engineer job description

We're looking for a System Support Engineer with demonstrated experience in customer service. In this role, you will:

· Leverage your experience over the last 2-3 years with diagnosing, testing, and troubleshooting systems and applications
· Provide customer-friendly support to all levels of the organization, from entry-level to executive

· Use your clear, concise, detail-oriented written and verbal communication skills to keep users and program personnel apprised of issues, scope, status, progress, and resolution

· Leverage a variety of communication technologies, including ServiceNow, email, phone, Teams, etc., to support users, program representatives, and development teams

· Collaborate with users to collect and assess issue details, determine workarounds, and engage team members to resolve problems and needs

· Participate in flexible 6 AM to 8 PM on-call support

Requirements

· Must be a US Citizen and can obtain and maintain a DHS 6C (Public Trust). This requirement is not negotiable for this role.

· Excellent written and verbal communication skills

· Professional, positive, and personable demeanor when working with end users

· Bachelor’s Degree with 3 years of professional work experience or Master’s with two years of professional work experience

· Proficient in using computer technology and web browser-based applications

· Ability to work on client site (Crystal City) 1-3x per week as well as remotely; currently 100% remote

· Must be able to work in a team environment
At INTEGRITYOne Partners, we have high standards for the members of our team ---- and when our people meet these standards, the personal and professional rewards are plentiful. We help INTEGRITYOne Partners’ employees grow in their careers by gaining enhanced Federal knowledge and experience, sought-after skills, greater discipline and drive, and targeted education and training
INTEGRITYOne Partners is an equal opportunity employer Minorities / Females / Veterans / Disabilities. All qualified applicants will be considered without regard to race, ethnicity, color, national origin, religion, sexual orientation, gender identity, veteran status, or status as a qualified individual with a disability or any other personal characteristic protected by law.
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Our client, a leading new york IT managed services provider, is seeking aMSP IT SYSTEMS SUPPORT ENGINEER - TIER III
New York, NY

Position Type: IT Full Time

Job Summary:

The MSP IT System Support Engineer - Tier III will be looked at as one of the Sr. technical members of the team and will be responsible for fielding complex high-level escalations and projects. Experience with at least 90% of the following technologies is required - Sonicwall firewalls, vLANS, smart switches, routers, VPN technology, Wireless networks and network configurations. Strong Windows desktop experience, PowerShell scripting, O365 administration and migration. Windows Server administration including Active Directory, and Remote Desktop Services. Virtualization experience with one or more of Azure, AWS, Hyper-V or VMware. Experience implementing and troubleshooting Microsoft Office 365 and Azure. Advanced Backup solutions such as Veeam.

Job Responsibilities:


Serving as an escalation point for Tier III support issues that are escalated from our Tier I and Tier II engineers. Implementing new systems and network solutions and/or improving the efficiency of current implementations Serving as an integral member of the Project Delivery teams by providing hands on technical support for complex projects, focusing on production and implementation. Install, configure, and support network equipment, including routers, switches and firewalls. Support VMware virtual server technical issues Support Windows Server 2012-2019, including issues with Active directory, domain operations etc. Provide infrastructure support in all areas needed including storage networking, server/desktop OS, Cloud environments, network security, active directory, virtualization, system and network monitoring, and application installation, configuration and troubleshooting. Mentor/Coach to junior support engineers An active leader of the technical support team. Responsible for maintaining detailed time tracking of your work
Core Skills and experience:



5+ years of relevant MSP support experience 5+ years of Windows Server troubleshooting and deployment experience including Domain creation, DHCP/DNS, DFS replication. 5+ years of firewall/network layer support and deployment experience including vlan and switch configuration and troubleshooting. Vmware ESXi 6.X host build out and troubleshooting experience. Hands on experience with implementation, and support of O365 services Expert knowledge of PowerShell and scripting. 2+ years of SAML/Single Sign On experience (Azure, Okta) 5+ years of hands-on networking experience (routing and switching) with Sonicwall, Cisco, Cisco Meraki is required Exceptional troubleshooting skills
Preferred experience:



Sonicwall Firewalls and SMAs VMware Horizon View Cisco OS PC/Mac Automation/Scripting (windows PowerShell, Chocolatey, Lua) Kaseya Autotask/Datto Okta
REQUIRED PROFESSIONAL SKILLS:



Superior verbal and written communication skills Top-class customer service skills Excellent documentation, reporting, and planning skills Conscientious, accountable, detail-oriented, thorough, and consistent Professional demeanor and appearance; punctual, team player Outstanding people skills Ambition and passion for learning and teaching Create/maintain/improve network support documentation and processes


BENEFITS:



Competitive Salary Full health benefits Paid training and professional certifications Career advancement opportunities Great team of peers Learning environment

• TS/SCI FS (Preferred); TS/SCI FS Eligible Accepted
• 20 years experience in programs and contracts of similar scope, type, and complexity
• Demonstrated experience in planning and leading Systems Engineering efforts
• Bachelors degree in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline from an accredited college or university is required. 5 years of additional SE experience may be substituted for a bachelors degree.

Soft Skills:

• Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
• Teamwork: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
• Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.
• Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.
• Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
• Results oriented : Able to drive things forward regardless of personal interest in the task.

Benefits

SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off