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Systems Support Engineer I

3 months ago

Littleton, New Hampshire, United States Red River Full time
Systems Tier 1 Onsite

This role is located onsite in Littleton, NH

The Systems Tier 1 onsite engineer is responsible for reporting onsite to our client's location, handling technical support requests from end users as well as from our Service Desk.

Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification and resolution activities, as well as growing and developing the organization's perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This position requires dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service.

Essential Duties and Responsibilities
  • Onsite, in-person end user IT support
  • Assist with call center technical support line coverage
  • Ticket escalations from Tier 1 engineering team
  • Assist with planning, prioritization and execution of approved operational initiatives
  • Assist with planning, prioritization, execution and documentation of client approved change requests
  • Maintain day to day observation, reporting and follow-up for support metrics and ticket management.
  • Provide technical input to Reason for Outage reports, when necessary
  • Implementation, administration and troubleshooting of Windows and Mac operating systems
  • User management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues
  • Asset management and workstation provisioning
  • Maintaining standards, standard operating procedures (SOPs) and documentation on an ongoing basis
  • Maintain a firm understanding of the Client's IT infrastructure
  • Routine review of incidents, identifying problems and addressing them to resolution
  • Assist with planning, prioritization and execution of approved operational initiatives
  • Assist in identifying recurring problems, escalation to engineering, if needed, and resolution
  • Duties as assigned
Minimum Experience
  • Minimum 2 years of onsite, client facing IT support experience
  • IT administration and support with windows administration and management of Active Directory, DHCP, DNS, Group policy
  • Workstation provisioning and imaging including technologies such as Azure Virtual Desktop (AVD) and Intune
  • Virtualization Administration and architecture knowledge such as rebooting virtual machines, allocating necessary resources, and maintaining the hypervisor
  • Firm understanding of TCP/IP network protocols and core network devices and components
  • Knowledge and experience working with Backup Solutions, Remote Desktop Services and VPN technologies
  • Passion for technology, teamwork, overcoming challenges and providing exceptional customer service
  • Strong prioritization, problem solving, diagnosis and troubleshooting skills
  • Exceptional verbal and written communication skills with confidence in front of Clients
  • Self-starter, organized and detail oriented
Education and Certifications
  • Bachelor's degree or equivalent job specific experience
Additionally, an ideal candidate will possess
  • Desired certifications: CompTIA A+, Network+, OR Microsoft Azure/365 foundations
  • Managed Service Provider experience
  • Experience with tools such as ServiceNOW, Kaseya RMM, LogicMonitor NMM.
Basic Qualifications:
  • U.S. Citizenship Required
Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.

Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.