Lead Systems Engineer

2 weeks ago

Naples, Florida, United States JobRialto Full time

The Senior Systems Engineer plays a pivotal role in overseeing daily technical support for end-users, ensuring seamless operations across various platforms.

PRIMARY RESPONSIBILITIES -

The following duties outline the core responsibilities and competencies expected from this position. This list is illustrative and not exhaustive.

- Serve as the primary contact for all IT-related inquiries and issues.

- Take full responsibility for the support of business user devices, including laptops, desktops, smartphones, and conferencing tools, while minimizing escalations.

- Monitor and address issues related to on-site servers, telecommunications, network equipment, and security systems.

- Ensure adherence to site-specific IT Standard Operating Procedures (SOPs).


- Possess a strong understanding of Windows 10, Windows 11, O365 (user side), Microsoft Office Suite, Microsoft Teams, and various collaboration tools, as well as mobile devices and printing solutions.


- Familiarity with security technologies and platforms such as Zscaler, EDR, DNS, Zero Trust, and Windows Server operating systems.

- Oversee the timely repair and replacement of malfunctioning hardware.

- Collaborate with Corporate IT to implement various initiatives across regions.

- Maintain an accurate inventory of IT assets.

OPERATIONS

- Manage daily end-user support requests, providing exceptional service to VIP users, including on-site support when necessary.

- Respond to urgent requests from VIPs outside of standard business hours.

- Maintain detailed records of support tickets, ensuring compliance with service level agreements (SLAs) and managing escalations effectively.

- Work closely with central IT teams to resolve issues related to centrally managed platforms.

- Take ownership of resolving end-user issues promptly.

- Conduct routine maintenance on servers located at the site.

- May require travel to nearby locations for support.

SKILLS, EXPERIENCE, AND EDUCATION

Educational Background:

- Bachelor's degree in Information Technology or a related field is preferred.

Required Experience:


- In-depth knowledge of Windows 10 and 11, along with experience in Active Directory, O365 configurations, and mobile device management.

- Strong communication skills and experience in providing high-level service.


- Experience with Microsoft AD servers, distributed file systems, patch management, and security systems.

- A self-motivated individual with a commitment to user support.

- A minimum of 2 years of hands-on experience with the technologies mentioned above.

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