SYSTEMS ENGINEER 1 JDL, Fort Lauderdale

Purpose

Responsible for first-level incident response, repair and installation of client issues raised via the ConnectWise ticketing system.

Major Tasks, Responsibilities & Key Accountabilities

• Responsible for monitoring and supporting all aspects of large scale information technology environments.
• Take ownership of incidents and customer interaction.
• Responsible for keeping track of time on all daily assigned tickets.
• Escalate and remediate client issues.
• Take responsibility to ensure that all SLA/KPI objectives are being met according to defined service levels.
• Coordinate and communicate with field and escalation resources, partners, customers and various internal units and stakeholders.
• Respond to alerts and tickets from various monitoring systems.
• Work as part of a team in technical, services, and project support areas to meet identified goals and objectives.
• Provide weekly on-call client support services.
• Utilize strong technical skills for effective troubleshooting and problem solving.
• Communicate effectively with clients and staff at all levels.
• Perform other duties and responsibilities as required.

Knowledge, Skills, Abilities & Competencies

• Ability to work independently, as well as in a team environment.
• Strong analytical skills and ability to think outside the box.
• Excellent oral and written communication skills required, as this role is customer-facing.
• Ability to communicate at all organizational levels.
• Ability to participate in rotation for on-call and weekend support.
• Customer-oriented, service-minded information technology professional.

Certification Requirements

• Microsoft, Cisco, Citrix, VMWare certifications preferred

Education

• AS degree in Computer Science or related field, or equivalent technical experience/training.

Experience

• 3 years experience administering/supporting LAN/WAN environments
• 3 years experience in NOC, network help desk, or relevant customer service skills
• 3 years experience with Microsoft Windows 2008/2012/2016 and Active Directory
• 3 years experience with Microsoft 365 Office Suite
• 3 years working experience supporting Windows 7, 8 and 10
• Administrator knowledge of Microsoft Exchange and SQL Server
• Administrator experience of VMware vSphere 4.0 and above
• Administrator experience of Citrix virtual applications and desktops
• Administrator experience of DNS, DHCP and TCP/IP
• Administrator experience of Backup and Recovery technologies

Preferred Qualifications

• Previous experience working with an IT Managed Services Provider
• Previous experience working with a Remote Management and Monitoring tool such as LabTech
• Previous experience working with a Professional Services Automation tool such as ConnectWise
• Good communication and time management skills
• Self-starter with ability to work independently and adhere to established processes
• Possess and apply a comprehensive knowledge of a particular field of specialization to the completion of difficult and complex assignments

Additional Requirements

• Must pass background check required to obtain security clearance level established for K-12 education environment access.
• Valid driver license.
• Must be flexible to work all shifts, including some holidays and weekends.

• 3 year(s): NOC, network help desk, or relevant customer service skills
• 3 year(s): Administering/supporting LAN/WAN environments

• COMMUNICATION SKILLS (ORAL & WRITTEN)
• TECHNICAL SUPPORT
• CUSTOMER SERVICE
• PROBLEM SOLVING SKILLS

• Team Player: Works well as a member of a group
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor?s legal duty to furnish information. 41 CFR 60-1.35(c)