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Senior Systems Engineer

2 months ago

Reading, Pennsylvania, United States Stratix Systems Full time
Job Summary

We are seeking a highly skilled and experienced Senior Systems Engineer to join our team at Stratix Systems. As a key member of our IT team, you will be responsible for providing on-site and remote support for our clients, ensuring the smooth operation of their technology infrastructure.

Key Responsibilities
  • Troubleshooting and Resolution: Troubleshoot and resolve escalated incidents captured by RMM tools, ensuring minimal downtime and maximum efficiency.
  • Infrastructure Management: Make large infrastructure changes, including Group Policy, Microsoft 365, VMware, Hyper-V, AWS, Azure, networks, and firewalls.
  • Technical Leadership: Lead the Incident Management team with Priority 1 and Priority 2 incidents, providing technical guidance and support.
  • Client Support: Resolve end-user related escalations from Level 1 and Level 2 Service Desk teams, ensuring excellent customer service.
  • Documentation: Create or modify technical documentation to assist Level 2 or lower teams with more efficient resolutions.
  • On-Site Support: Assist with on-site incidents and implementations when required, providing hands-on support to clients.
  • On-Call Rotation: Participate in weekly on-call rotation to resolve any Priority 1 or Priority 2 incidents outside of business hours.
  • Queue Management: Manage a daily queue of incidents and requests within the PSA system, meeting Service Level Agreement (SLA) requirements.
  • Time Management: Efficiently manage time to better serve clients and the Service Desk team.
  • Mentorship: Promote growth by mentoring and coaching lower-level support teams.
Requirements
  • Experience: 2-3 years of experience managing and troubleshooting Microsoft Windows Server operating systems and included services such as Active Directory, Group Policy, DHCP, DNS, Remote Access, Exchange, etc.
  • Microsoft 365 Experience: 2-3 years of experience troubleshooting and/or managing Microsoft 365 services, including Exchange Online, SharePoint Online, Azure AD, etc.
  • Server Infrastructure Experience: 1-2 years of experience troubleshooting and/or managing physical server infrastructure.
  • Virtualization Experience: 1-2 years of experience troubleshooting virtualization platforms, including VMware, Microsoft Hyper-V.
  • Networking Experience: Moderate understanding of networking services and protocols, including TCP/IP, DNS, DHCP, vLANs, and VPNs.
  • Firewall Experience: 1-3 years of experience managing Sonicwall firewalls.
  • MacOS Experience: 1-2 years of experience troubleshooting macOS devices.
  • Hardware Experience: 2-3 years of experience troubleshooting end-user related hardware, including Windows 10/11 workstations, thin clients, VoIP phones, mobile devices (iOS and Android), etc.
  • Network Print Experience: 2-3 years of experience troubleshooting and/or managing network print environments.
  • Email Security Experience: 2-3 years of experience troubleshooting and/or managing email security and understanding how email flows across the internet.
  • Communication Skills: Excellent communication skills and ability to provide detailed updates to clients regarding incidents and/or requests.
  • Education: College or IT trade school degree is preferred.
  • Prior Experience: Prior Managed Services experience preferred.
Additional Experience
  • Certification: AZ-800 or equivalent Certification.
  • Datto BDR Experience: 1-2 years of experience managing Datto BDR appliances.
  • Cisco Umbrella Experience: 1-2 years of experience managing Cisco Umbrella (Web Security).
  • Proofpoint Experience: 1-2 years of experience managing Proofpoint (Email Security).
  • Crowdstrike Experience: 1-2 years of managing endpoints and policies within Crowdstrike.
  • ConnectWise Experience: ConnectWise MSP Suite (Manage, Automate, ScreenConnect) experience.
  • Line of Business Applications: 1-2 years of troubleshooting or managing Line of Business applications (QuickBooks, Sage, Dynamics, etc) software.