Systems Engineer

Description

Impact is a leading national managed services provider, specializing in : IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support –with a driving focus to bring enterprise-level resources to the SMB and midmarket. We are committed to customer-centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do. Overview The TOC Systems Engineer will be part of the Impact Networking MIT organization under Service Operations and will provide world-class customer support and technical expertise for Impact Networking customer environments. Customer support will center around systems infrastructure and desktop computing following Impact’s incident, request, and change management processes. Experience in IT support, effective team participation, as well as a demonstrated ability to understand customer needs, drive business practices, and work collaboratively in a fast-paced, dynamic environment where customer service skills are utilized daily are expected.

The ideal candidate will be expected to : Analyze server, storage, workstation systems to determine existing and available capacity; Prepare reports communicating available capacity to stakeholders; Design and execute capacity and life-cycle augmentation projects; Maintain and update system documentation and diagrams; Identify root cause for core level crisis events and provide potential short / long term preventive actions in a timely manner using retroactive, reactive, and proactive the video below to learn more about our Managed IT division!

Responsibilities

• Provide world-class customer support and technical expertise for Impact Networking customer environments
• Handle server, workstation, and application incidents, change orders, and service requests by restoring service, resolving issues, and closing cases. Coordinate with customers, internal teams, and external vendors as needed
• Customer and core infrastructure monitoring : Learn alarm management platforms, functions, and terminologyVerify validity of alarms and follow troubleshooting procedures as outlinedWork with remote locations on verification and resolution of alarms
• Follow outlined procedures for customer notification, escalation, and technical network interfaces, building familiarity with the client base (customer intimacy)
• Review system requirements and engineering concerns associated with customer requests such as equipment configuration, and operational impact
• Perform system configuration changes, root cause analyses, and proactive measures to address chronic and emerging systems problems
• Act as a technical training resource and escalation point for peers and internal teams while maintaining accurate technical documentation and systems diagrams
• Review logs and performance reports to identify potential problems and take proactive measures to mitigate them
• Maintain technical expertise and required industry certifications and stay current with new and emerging systems technologies

Things We Are Looking For

Windows Server ESX / VMwareWindows ClustersActive DirectoryNetwork configuration

IP addressing RoutingDNSProficiency in cloud platforms like Microsoft Azure & AVDBackup and Disaster Recovery tools like DattoSAN Connectivity

ITIL and Service Management a PlusExperience with N-Able RMM a PlusKnowledge of HaloPSA Platform a Big PlusProficiency with documentation management platformsMust have working knowledge of event and incident management systems including support for Incident, Change, and Request for Information requirementsStrong communication skills and customer-service focusExcellent time-management skillsExcellent writing and verbal communications skillsAbility to communicate and work directly with customers to identify and resolve technical issuesAbility to execute sound judgment and take initiativeAbility to work under pressure and manage multiple priorities

Microsoft Technology Associate (MTA) : Windows Server Administration FundamentalsMicrosoft Certified Solutions Associate (MCSA) : Windows ServerMicrosoft Certified : Windows Server Hybrid Administrator AssociateMicrosoft Certified : Modern Desktop Administrator AssociateMicrosoft Certified : Identity and Access Administrator AssociateCompTIA Server+CompTIA Security+Bachelor’s degree in business management, Computer Science, or equivalent work experience

Why Join Us? Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a the heart of everything we do are our core values, which guide how we work, grow, and succeed together :

Benefits

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Impact, compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $80,000-$100,000.Join us at Impact, where your ideas matter, your growth is supported, and your work creates real change. Let’s build something incredible together! #LI-Onsite