Systems Engineer

The Systems Engineer is responsible for the remote monitoring and management (RMM) of customer and internal network devices, computer systems, physical and virtual servers, as well as managed system backups. They perform necessary preventative maintainance designed to ensure up to date patch levels, and report on such. They prevent client downtime by ensuring systems are monitored and managed for maximum uptime. As a subject matter expert and system owner, the Systems Engineer is able to delegate RMM-related tasks to qualified and certified Support Engineers within the Managed Services team.

The Systems Engineer is responsible for managing client backups, including the proposal of backup systems, pricing of such, and deployment to production. They are responsible for restoring client systems using managed backup products. As a subject matter expert and system owner, the Systems Engineer is able to delegate backup-related tasks to qualified and certified Support Engineers within the Managed Services team.

The Systems Engineer monitors and responds to alerts raised by either the RMM system or managed backup system, and directs the Managed Services Team response. They perform all needed maintainance tasks required for the effective functions of these two core systems. The Systems Engineer reports variables on client systems performance to appropriate audiences, including directly to customers – internal and external, and rasies concens to the Managed Services Program Manager. The Systems Engineer owns and maintains all appropriate documentation related to practices, procedures, and current status of all RMM implementation and managed backup systems.

The Systems Engineer will also function as an escalation point for the Managed Services Support Engineers. In this role, they are responsible for providing excellent customer service as well as team leadership, mentoring, and escalation for the Managed Services staff. This individual will help develop, document, and implement the appropriate ongoing approach to end user support with an eye on customer satisfaction. The Systems Engineer will manage customer expectations and satisfaction while ensuring smooth workflows. This individual will help develop, document, and implement the appropriate ongoing approach to managed services provision with an eye on customer satisfaction.

Essential Duties and Responsibilities

· Perform detailed technical analysis of RMM and backup system implementation in client environments

· Coordinate with Support and Project Engineers to provide high quality solutions for client needs

· Design and Deploy new RMM and backup implemenations

· Provide cost proposals for backup or RMM implementation

· Manage relationships with RMM and backup vendors

· Maintain appropriate RMM and backup certifications, and suggest trainings and certifications for Support Engineers within the Managed Services Team.

· Compile technology and equipment research (trends, new technologies to consider), with a focus on comparing current abilities to new industry needs

· Customer on-boarding and off-boarding procedures related to RMM and managed backup.

· Team leadership, mentoring and escalation for the Managed Services staff

· RMM and managed backup documentation management

· Communicate with clients to generate a high level of client satisfaction

· Assist with emergency management and disaster recovery events

· Must be able to communicate issues and challenges in a timely manner to the necessary team members and clients, both verbally and in writing

· Heavily use Affiliated’s ticketing system to document work and regularly communicate status to users, fellow IT support engineers, and management

· Provide client environment support including user account management, system troubleshooting, system repairs, service optimization, and software vendor management

· Update all assigned tickets in the help desk ticket system on a daily basis

· Stay abreast of and abide by all Managed Services policies and procedures

· Provide after-hours escalation support for client emergencies

· Work closely with the Program Manager to provide the best possible support services from both a customer service and technical perspective

· Other duties as assigned

Travel Requirements:

This position will require intermittent travel to and from client offices, and may include travel to conferences and trainings as needed. In some cases, Systems Engineers may be required to travel to client sites on a daily basis to provide on-site support. All Systems Engineers are expected to maintain reliable personal transportation (travel costs are reimbursed by the company as per company policy).

Required Qualifications:

· Minimum of a Associates Degree or proven experience in a systems Management role

· 2-6 years experience supporting remote endpoint management systems

· 2-4 years experience supporting managed backup systems

· 2-4 years supporting virtual envrionments

· 2-4 years experience supporting Active Directory

1-2 years experience managing NAS units and managed UPS systems

· Demonstrated ability to work independently and as part of a cross-functional team

· Must be able to thrive in a fast-paced, team-oriented environment

· Must have a passion for business technology

· Broad understanding of Microsoft operating systems, desktop applications, PC hardware, wired and wireless network environments and firewalls

· Proven ability to communicate technical support issues in a clear, accurate, and timely manner

Proven problem-solving and communication skills

Preferred Qualifications:

· 1+ years experience with ConnectWise products, including Manage

· Appropriate certifications in systems such as Microsoft SCCM, Datto RMM, Solarwinds, NinjaRMM, or similar.

· Appropriate certification with managed backup systems such as Datto, Veeam, Baraccuda, CloudBerry, or similar.

·VMware Certified Professional

· MCITP: Microsoft Server Virtualization

· 5 + years remote troubleshooting experience in an Managed Service Provider environment

· 5+ years experience designing RMM envrionments

· 5+ years experience designing enterprise backup strategy

Job Type: Full-time

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Hybrid remote in Dublin, OH