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Lead Systems Engineer

NEW YORK-10024, NY, US
09/09/2019

-

Required Skills

VMware VCP

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Our Client is a growing NY BASED Managed Service Provider.

They are looking to add a Lead Systems Engineer to their growing team.

If you enjoy a challenge every day and hate being bored at work, this might be a job for you.

If you truly enjoy working with technology and regularly learning new things, this might be a job for you.

If you're not afraid of hard work and doing great things in IT to help people, this might be the job for you.

Department: Service Reports to:

GENERAL SUMMARY:

The Lead Engineer is responsible for onsite and remote service and support needs for their customers.

This position is responsible for maintaining the design and integrity of customer's IT systems, along with implementing complex projects.

As an experienced resource on the service team, they regularly work with those with less experience and take on more advanced tasks.

Essential Duties and Responsibilities:

IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft, and VMware

Design, implementation, and support services for Microsoft related technologies: Windows Server,
Exchange, SQL, SharePoint, etc.

Engineer and implement system solutions for customers using technologies that meet their needs

Implement and support disaster recovery solutions

Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security

Remote access solution implementation and support: VPN, Terminal Services, and Citrix

System documentation and consulting services to include system reviews and recommendations

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional responsibilities as assigned by your manager, such as being our primary patch technician

Additional Duties and Responsibilities:

Improve customer service, perception, and satisfaction

Ability to work in a team and communicate effectively

Able to lead a team of 3-4 Engineers and mentor Jr. support engineers

Escalate service or project issues that cannot be completed within agreed service levels

Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

Develop in-depth knowledge of the service catalog and how it relates to customer's needs

Document internal processes and procedures related to duties and responsibilities

Responsible for entering time and expenses in ConnectWise as it occurs

Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

Work through project tickets and phases in ConnectWise or other ticketing systems as assigned by a
Project Manager

Enter all work as service or project tickets into ConnectWise

Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Meetings:

Participation in the weekly Data team Meeting

Participation in the weekly Company Meeting

Presents in topic specific meetings as assigned by their manager such as backups or alerts

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Preferred level of education: Bachelor's Degree or mitigating experience

At least four years of IT support experience or mitigating certifications

Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, A+, Network+, Security+, SonicWall CSSA, Cisco CCNA, or VMware VCP

Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

Diagnosis skills of technical issues

Ability to multi-task and adapt to changes quickly

Technical awareness: ability to match resources to technical issues appropriately

Service awareness of all organization's key IT services for which support is being provided

Understanding of support tools, techniques, and how technology is used to provide IT services

Typing skills to ensure quick and accurate entry of service request details

Self-motivated with the ability to work in a fast moving environment