Job Title: Systems Engineer I
Department/Division: Managed Services
Reports To: Managed Services Support Desk Manager
Job Summary:
The Systems Engineer Tier I is a key contributor to the Managed Services team, responsible for providing frontline technical support and maintaining the day-to-day operation of client IT systems. Working in a fast-paced environment, this role responds to and resolves service incidents and requests, communicates effectively with users and service providers, and helps ensure the delivery of reliable, high-quality IT services.
Essential Functions:
- Coordinate and execute desktop and laptop deployment, including device imaging, configuration, software installation, user data migration, and post-deployment support to ensure a smooth transition for end users.
- When needed, serve as on-site staff augmentation support at a customer location, providing hands-on IT support, troubleshooting, and end-user assistance to ensure minimal disruption to production operations.
- Maintain current knowledge of relevant technology and will continually research industry best practices.
- Provide Tier 1 technical support for managed services customers, including troubleshooting and resolving escalated desktop, server, network, and cloud-related issues.
- Perform administration and support of Microsoft 365, Azure, Active Directory, Entra ID, Exchange Online, Teams, and related cloud services.
- Mitigate future issues by monitoring and proactively resolving issues before they reach a critical state. This may involve responding to monitoring tickets and assisting with patch management.
- With guidance from other team members, create and maintain basic to moderately complex systems for the benefit of internal and external clients.
- Maintain a high level of customer service by communicating professionally, setting expectations, and ensuring a positive customer experience.
- Develop and document knowledge of internal and external clients’ business and help provide options to resolve issues or proactively advance the organization forward.
- Complete assigned tasks in a timely manner, track time in the ticketing system and communicate status to manager.
- Track all documentation and communications through Carrier Access IT’s internal systems.
- Work in the Clive, Iowa office.
- Perform other tasks as needed and/or requested.
Education and Experience:
- High school diploma with at least 3 years of related client service experience.
- An associate's or bachelor’s degree in IT or a related field is preferred.
- Strong working knowledge of desktop support, server administration, networking, cloud technologies, and business application support.
- Experience administering and troubleshooting:
- Active Directory
- Group Policy
- DHCP and DNS
- User and identity management
- Microsoft 365 and Exchange Online
- Experience utilizing Remote Monitoring and Management (RMM) platforms such as N-able, LogicMonitor, or similar tools.
- Working knowledge of backup and disaster recovery solutions, including monitoring, troubleshooting, and restoration processes.
- Ability to plan, deploy, maintain, and troubleshoot workstation, server, and cloud-based solutions.
- Experience working within a PSA/ticketing platform such as ConnectWise Manage, is preferred.
- Knowledge of some virtualization technologies including:
- VMware vSphere/ESXi
- Microsoft Hyper-V
- Virtual infrastructure maintenance, troubleshooting, and lifecycle upgrades
- Understanding of external DNS services and record types.
- Experience managing internal and external SSL certificates.
- Excellent troubleshooting, customer service, communication, and documentation skills.
- Ability to manage multiple priorities while maintaining service level agreements (SLAs) and providing high-quality customer experience.
- Ability to conduct and direct research into technical issues and products as required.
- Ability to present ideas in a business-friendly and user-friendly language.
- High level of self-motivation.
- Meticulous attention to detail.
- Proven analytical, strategic thinking and problem-solving abilities.
- Ability to effectively prioritize, organize, and execute multiple tasks in a high-pressure environment.
- Ability to thrive in a culture of growth, change and continuous learning.
- Participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
- One that demonstrates a strong commitment to their role and is dependable in their attendance and punctuality, ensuring they are present and ready to contribute daily.
- Occasional travel to client sites may be required.
- Ability to work in an environment which may require:
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.
- Lifting and transporting moderately heavy objects (up to 60lbs), such as computers and peripherals
- Climbing ladders, crawling, bending and squatting
Required skills and abilities:
- Ability to conduct and direct research into technical issues and products as required.
- Ability to present ideas in a business-friendly and user-friendly language.
- High level of self-motivation.
- Meticulous attention to detail.
- Proven analytical, strategic thinking and problem-solving abilities.
- Ability to effectively prioritize, organize, and execute multiple tasks in a high-pressure environment.
- Ability to thrive in a culture of growth, change and continuous learning.
- Participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
- One that demonstrates a strong commitment to their role and is dependable in their attendance and punctuality, ensuring they are present and ready to contribute daily.
- Occasional travel to client sites may be required.
- Ability to work in an environment which may require:
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.
- Lifting and transporting moderately heavy objects (up to 60lbs), such as computers and peripherals
- Climbing ladders, crawling, bending and squatting
Benefits & Perks:
We offer a comprehensive benefits package designed to support our team members both personally and professionally, including:
- 401(k) retirement plan with employer match
- Opportunities for quarterly bonuses (variable pay)
- Paid time off and volunteer time off
- Medical, dental, and vision coverage for employees and eligible dependents
- 100% company-paid life insurance and short-term and long-term disability insurance
- Flexible spending accounts and health savings accounts
- Career development and advancement opportunities
- Professional development and training opportunities
- Company-paid vendor certifications and training
- Mentorship and opportunities to work on diverse projects
- Hybrid and flexible work arrangements, depending on the position and business needs
- Wellness and financial resources
- A culture-rich organization with a family-valued atmosphere.
A full summary of available benefits is provided during the interview and onboarding process.