Proactive Systems Engineer

Proactive Engineers provide remote and onsite expertise on a technical support team. They proactively serve as network administrators on a Service Delivery Team, partnering with the Service Delivery Manager and Senior Engineer in ensuring Executech’s products and services satisfy clients. They provide remote and onsite escalation support to Service Desk, ensuring client needs are met in a timely fashion. Likewise, they enlist the support of Service Desk Specialists to assist with reactive requests by users to allow them to focus on proactive network needs. They are responsible for network documentation, administration, and deployment of solutions. They also assist with identifying and implementing IT Roadmap technologies and initiatives. They have strong communication skills to consult with clients about their information technology and embrace teamwork in delivering overall IT success. They perpetuate a strong team culture that aligns with Executech’s mission, vision, and values. Proactive Engineers model operational excellence that ultimately helps deliver employee success, client success, and business success.

Responsibilities

Responsibilities include but are not limited to:

· Remote / Onsite Escalation Support

o Receive/resolve escalation support requests from Service Desk Specialists/Escalation Engineers – remote preferred or onsite as necessary – using advanced technical expertise.

o Provide mentorship to Service Desk Specialists.

· Proactive Management and Maintenance of Networks

o Administer IT success for each client by helping properly configure and deploy servers, networks, firewalls, switches, wireless networks, backups, security solutions, cloud solutions, Microsoft licenses, etc.

o Troubleshoot network and server issues.

o Provide network and server maintenance support to clients, including patch management, firmware updates, end-of-life OS management, and hardware lifecycle management.

o Complete ticketed support items in a timely fashion.

o Monitor client health, helping identify client IT opportunities and threats and communicate to Senior Engineer/Service Delivery Manager.

o Quality Assurance assistance and remediation.

o Escalation assistance with TDP/Security matters as relevant.

o Assist in execution of client projects. Serve as Project Captain as assigned.

· Network Documentation

o Help create and maintain client technology documentation, including network diagrams via Auvik, etc.

o Partner with Senior Engineer in ensuring each client’s IT Roadmap is current, correct, and actively executing.

o Promptly update tickets, work logs, time entry, etc. to ensure real-time service delivery status for managing client relationships and making key decisions.

o Partner with Senior Engineer in developing policies and procedures governing how to troubleshoot IT issues at client sites, including identification, documentation, distribution, and resolution.

· Service Delivery / Client Success

o Provide client communication and consultation. Always set proper expectations.

o Perform quality remote and onsite support on computer/network hardware and software.

o Ensure successful delivery of services while meeting/exceeding defined client expectations.

o Partner with the Service Delivery Manager and Senior Engineer in establishing fully engaged clients, ensuring they are getting the value they expect throughout the entire client life cycle.

o Grow and maintain positive relationships with client POCs.

o Focus on the big picture without leaving everyday details behind.

o Anticipate client needs and plan in advance, increasing the odds that the client succeeds with the Service Delivery Team/Executech as their IT Department.

o Consult with clients by helping them see around corners and continually smart proof/upgrade their IT to ensure uptime, increase productivity, and help meet their business objectives.

o Effectively partner with Professional Services, Security, Cloud, Sales, Client Success, Operations, Finance, Training, and Administration, reinforcing the Service Delivery Team’s overall success.

· Culture

o Help strengthen Service Delivery Team culture through core value alignment in daily operations.

o Demonstrate high performance, ownership, and integrity in carrying out responsibilities.

o Build and maintain positive relationships with team members and internal partners using quality communication.

o Maintain a friendly, willing-partner attitude towards co-workers and teammates.

o Be reliable in carrying out responsibilities to help meet/exceed team goals.

o Participate in company/region/division/team meetings, trainings, and activities. Continue to learn and improve in the knowledge of Executech’s products and services to be a greater asset to the team and a more valued consultant to clients.

o Honor company policies, procedures, and deadlines.

· Perform other duties or special projects as required or as assigned by Service Delivery Manager or Senior Engineer.

Skills/Minimum Requirements

· Embodies Executech’s core values: People – Passion – Commitment – Grit – Growth

· Has aptitude, natural ability, and thorough understanding of the job to execute responsibilities.

· Will go the extra mile to get the job done.

o Energized by challenges and obstacles.

o Hours may vary to meet the needs of clients and business operations. Willing and able to work after hours, weekends, and/or holidays as needed.

· Possesses the emotional, intellectual, physical, and time capacity to perform the job.

o Humbly confident and self-aware. Empathetic.

o Able to:

§ do critical thinking and solve complex problems.

§ predict, prioritize, and plan.

o Has stamina, energy, and tenacity to do what it takes.

o Self-disciplined to use time effectively. Able to structure, prioritize, and organize their schedule to optimize their time.

· Quality communication/consultation skills.

o Must have good communication/consultation skills – verbal and written – with situational awareness. Able to communicate effectively with technical/non-technical staff, management, and clients, as well as present complex information in a clear and concise manner.

· Strong analytical and problem-solving skills.

o Must have excellent analytical skills, able to identify trends/patterns and analyze information/data to make informed decisions.

o Must be able to identify problems, develop and implement solutions, and make sound decisions that are in the best interest of the organization.

· Solutions-oriented mindset; forward thinking.

· Organized with strong attention to detail.

· Ability to flex; nimble/agile.

· Able to manage multiple tasks, competing priorities, and deadlines on a tight schedule. Able to prioritize workload and manage time effectively.

· Operates with a sense of urgency; able to effectively work under pressure consistent with the job duties and IT industry.

· Reliable; self-motivated and able to work autonomously as well as with a team.

· Professional, pleasant, and patient demeanor.

· Open-minded; able to take direction.

· Client Success / Customer Service orientation.

o Must have a strong client focus with ability to understand their needs and expectations.

o Able to develop solutions and strategies that meet/exceed client expectations.

· Business processes and functions knowledge with a solid understanding of Executech’s products/services.

o Excellent knowledge of Microsoft products, including server OS, Microsoft 365, Microsoft Hyper-V, Azure administration, Azure AD and InTune, on-premise AD, SharePoint, PowerShell, etc.

o ConnectWise Manage/Automate experience preferred.

· College degree and/or equal job experience in Information Technology / Networking.

o At least 5-7 years’ experience in IT administration.

o Preferred certifications include CompTIA (A+, SEC+, Network+), MCSE, Microsoft Fundamentals, Azure Fundamentals, Cisco (CCNP, CCNA), CAPM, but are not required.

o Able to evaluate an IT environment and consult on network/server needs.

o Proficiency in network management and troubleshooting.

o Experience deploying and setting up servers, networks, firewalls, switches, wireless, desktops, laptops, etc., including:

§ Windows and Mac Operating Systems

§ Windows and Linux Server Operating Systems

§ Desktop applications and Encryption technologies

§ Microsoft Active Directory, SQL Server, Remote Desktop Services, and Exchange

§ Virtualization technologies

§ Storage, Disaster recovery and Backup solutions

§ Network protocols (TCP/IP, DHCP, DNS, etc.)

§ Networking and configurations (switching, routing, firewalls)

§ Web technologies, (XML, HTML, IIS, CSS)

§ Microsoft 365, Azure, AWS, and G-Suite administration

§ Mobile Device Management administration

§ Scripting knowledge and syntax (PowerShell, Batch, SQL)

§ Identity Provider/Multi-Factor Authentication service administration

§ VoIP phone systems

· Valid Driver’s License.

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