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Systems Engineer Level 2

2 months ago

Tampa, United States CIO Technology Solutions Full time
Job DescriptionJob DescriptionSalary: 65-85k

Division/Department: Technical Operations

Location: Tampa, FL

Job Title: Systems Engineer Level 2


About CIO Technology Solutions

CIO Technology Solutions is a leading Managed Service Provider (MSP) based in Tampa, FL, offering IT solutions that prioritize security, efficiency, customer service, and scalability. We serve a diverse client base across industries, with customers from the East to West Coast. Our leadership team, along with other key members, fosters a culture of innovation, support, and teamwork.


With cutting-edge security tools, fully redundant datacenter operations, and a commitment to strategic partnerships, we provide exciting opportunities to make an impact in the tech industry. Come be a part of a team where your contributions matter, and your professional development is a priority. Whether you're passionate about service management, project execution, or client relations, there’s a place for you at CIO Technology Solutions.

We offer competitive benefits, including 3 weeks of PTO accrued over your first year, along with regular VTO events and company gatherings to promote teamwork and growth. If you’re looking to join a supportive, growth-oriented company, we’d love to hear from you


General Description

Responsible for providing technical support and maintenance of computer desktops, servers, and associated peripherals for both cloud-hosted and on-premises systems. Resolve customer reported problems, install hardware and software, and provide general IT support services for Client reported problems. Additional tasks include end user support, license tracking, and performing PC and Server maintenance, upgrades and configurations (hardware and software). Ensuring that assigned projects are completed on time, within budget, and according to specifications. Monitor customer networks, perform general maintenance activities, and escalation of network critical alarms to Level 3 Systems Engineers. Must be able to work in a highly dynamic environment, either individually or as part of a team. Responsible for phone support of network-based activities, installation and resolution of client related problems remotely.

 

Additional emphasis on Windows Server based applications, Azure solutions, switching, firewall, systems interconnectivity both local and WAN based.   

 

General Duties

  • Provide escalation helpdesk support and resolve problems with a positive customer experience
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk
  • Respond to scheduled service tickets, update, resolve, and adapt to adjusted service schedules for customer priority and emergency tickets.
  • Following established change control oversight, modify system configurations, utilities, software, and hardware settings for assigned service ticket devices.
  • Record all support activities, progress, actions, and status within the ConnectWise PSA. Provide clear and detailed closure comments for customer review.
  • Assist with the onboarding (new agreement engagement) of new users
  • Install, test and configure new workstations, peripheral equipment and software (internal prestaging and onsite)
  • Perform timely workstation hardware and software upgrades as required
  • Participate in the after-hours “on-call” rotation schedule.
  • Document “unique to customer” or “systemic problem” resolution activities for future staff reference.
  • Perform technical review or evaluations of new or existing products or software as assigned.
  • Engage in Microsoft Windows Server, Exchange, and SQL installation, support, and troubleshooting
  • Provide technical guidance and mentoring to junior engineers and support staff.
  • Coordinate with the project manager to define project scope and objectives.
  • Ensure that all technical aspects of the project are properly planned and executed.
  • Act as the primary technical liaison between the project team, clients, vendors, and other stakeholders.
  • Address technical issues that arise during the project lifecycle and work with the team to develop and implement solutions.
  • Conduct post-project evaluations to identify lessons learned and enhance future IT project processes.


Skills

  • Microsoft Windows Server (most current 3 versions), Server Operations and Domain Support
  • Microsoft Exchange Server (most current 3 versions), Server Operations and User Support
  • Microsoft SQL Server (most current 3 versions), Server Operations
  • Azure solutions including Intune, Entra ID, AVD, and Servers.
  • Office 365 administration
  • VMWare Virtualization systems, setup, configuration, and support
  • Network Switching, VLAN configurations, Layer 2/3
  • Strong skill with networking and server protocols such as TCP/IP, SNMP, DNS, and DHCP
  • Microsoft Windows professional version desktop operating systems (most current 3 versions)
  • Microsoft Office applications (most current 3 versions)
  • Microsoft business application products (Lync, Skype, Visio, etc.)
  • Windows Server Active Directory
  • Citrix XenApp remote desktop services, installation, configuration, troubleshooting end-end access
  • ConnectWise/LabTech experience a plus
  • Server Hardware (all supported platforms, staging, component install, configuration)

 

Extended Skills required for Systems Engineer Level 3 growth consideration

  • Experience in Cisco IOS, QOS, OS, MQC, IP SLA Monitor commands and features
  • Microsoft Server based systems (Windows, Exchange, SQL), migration, version upgrades, and domain migrations.
  • Firewall functionality, UTM setup/configuration, Tunnel setup, alerting and reporting activities.
  • Storage Systems (SAN, NAS, ISCSI) based platforms.
  • Virtualization Platforms, installation, setup and configuration.

  

Performance Goals

  • Meet or exceed individual service delivery SLA requirements by month and annual statistical goals for service ticket response and resolution targets.
  • Meet or exceed individual service delivery customer survey response rates and ratings by month and annual statistical goals.
  • Meet or exceed “on-call” escalation SLA within target response times, escalation, ticket creation, and time recording.
  • Maintain accurate daily time-sheet start/end time entries and submit time sheet by the weekly deadline.

 

Education requirements

  • 4 years of IT support experience within a MSP (Managed Services Environment)
  • 2 year (AS) degree in Computer Technology, similar degree or experience
  • CompTIP A+, Network +, Security Plus, similar certification or experience
  • Microsoft, Cisco, VMWare (or other key vendor/manufacturer specific technical certifications or experience)


The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required of individuals so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions