Systems Engineer – Tier 1 (Onsite)

About the role: As a Systems Engineer – Tier 1, you will be the first responder for business-impacting problems that arise in our customers’ environments. Fast, effective, and courteous service is the lifeblood of our organization, and this position requires nothing less. Your technical acumen will be challenged daily. Quick thinkers who can make decisions on their feet will be successful in this job.
Position Responsibilities:
Work with a team of like-minded professionals to monitor customer ticket queues and triage tickets that need immediate attention. We service customers as small as 10 users, up to multi-national enterprises.
Detect and analyze alarms and events to provide basic fault isolation, follow pre-defined runbooks, perform troubleshooting and escalate to higher-tiered technical resources, where appropriate.
Monitor and process event tickets on a prioritized basis as to the customer impact and urgency of these events.
Remain cognizant of customer service-level agreements, and strive to meet or exceed them on a regular basis.
Participate in Incident Management by providing situational reports (sitreps) via ticket updates and/or customer-facing communications.
Provide first level technical resolution for event tickets and alerts.
Take ownership of documenting incidents, maintenance, and problem details in near real-time.
Utilize various management tools to monitor availability, reliability, and performance of customer environments.
Demonstrate problem solving skills that contribute towards the resolution of any issues that arise.
Quickly assess issues to identify their likely root causes in various technical environments and technologies.
Investigate, resolve, and/or escalate matters of significance pertaining to customer alerts and events.
Document solutions, processes, procedures and present them in writing, verbally on the phone or in-person.
Commit to professional growth and development by maintaining and/or obtaining new industry specific certifications.
Position Requirements:
Experience supporting and administering:
Baremetal rackmount and blade servers (Dell and HP preferred).
Azure, AWS, or Google public cloud environments, including compute, storage, networking basics, and backups.
On-premise virtual server environments (VMware and/or Hyper-V).
Windows Server OS: Windows 2012 through Windows 2022, including ADDS, DNS, DHCP, DFS, file/print services, PowerShell basics.
Networking Basics (CompTIA Network+ equivalent).
At least one of the following industry certifications: Microsoft, VMware, EMC, NetApp, Dell, Network+.
A curious disposition.
Strong documentation, reporting, analytical and problem-solving skills.
The ability to effectively engage in customer-facing communications.
Preferred Qualifications:
Experience with any of the following tools: Kaseya VSA, Auvik.
Industry certifications: Azure Administrator Associate, AWS Certified SysOps Administrator – Associate.
Experience working in IT enterprises that use industry frameworks such as ITIL, COBIT, or MOF.