Lead System Engineer - ZipRecruiter : Job Details

Job DescriptionJob DescriptionDescription Do you enjoy leveraging technology to make a meaningful and positive difference in the lives of those you serve? Are you passionate about providing an unrivalled support experience? If so, keep reading! The Lead Systems Engineer must be passionate about quality customer service, interested in technology and love leading others by example. This role is a member of our Systems Engineer team. The “Lead” designation means that this role is responsible for supervising, mentoring, motivating and training the Systems and Support engineering team, without the HR responsibilities. This role is an escalation point for technical issues, questions or concerns. This Systems Engineer is primarily responsible for providing awesome customer service via service tickets, email communication and over the phone for our managed services, Lanspeed CONNECT, which is our fastest growing line of business. You'll also be involved in scoping and delivering project work. What We're Looking For:

• Humble and hungry to grow and learn – a desire to be the best at what you do
• Problem solver with the ability to process and resolve issues quickly
• Great communicator with the ability to make complicated situations simple and painless
• Passion for our services and partners
• A team player with a coach/instructor mentality
• Confident tackling complex technical issues
• Ability to perform advanced diagnostics on servers/applications/hardware/network systems
• Ability to create a plan and meet deadlines
• Willingness to provide first level point of contact by email or phone for all types of service requests, as needed
• Utmost reliability in ensuring network security and protecting confidential data
• Ability to handle difficult or sensitive situations with customers and other IT team members in a professional manner

Tasks:

• Provide advanced (what we consider mid-level or level 2) technical support in a customer service environment.
• Client communication: keeping clients informed of incident progress, notifying them of impending changes or status updates.
• Documentation of all client communication and detailed utilization/ time tracking.
• Research, design, implement and troubleshoot information systems and technology solutions in support of client needs.
• Project work; including planning and organizing technical projects from conception to completion.
• Work with clients to determine their needs and requirements for information technology business needs and problems.
• Develop information technology project proposals, objectives, requirements and deliverables.
• Maintain project schedule and costs through regular monitoring, coordination and problem solving.
• Document incident management, troubleshooting procedures, operating procedures, user guidance and client systems.
• Perform root cause analysis of incidents to prevent repeat issues caused from only temporarily resolving symptoms.
• Overseeing the development, operation and maintenance of the Lanspeed IT infrastructure in order to deliver effective technical services and internal operations.
• Participate in setting the yearly budget by estimating cost requirements for services, materials and equipment.
• Backup and recovery strategies must be implemented and maintained to ensure restoration of information and/or services in the event of a system failure.
• Security policies will need to be maintained and updated to continue to protect against vandals, viruses and accidental damage.
• Escalate to the Senior Systems Engineering team, as needed.
• Participate in the after hours on-call rotation.
• Participate in the Lanspeed Annual Technical Training Roadmap to improve and keep technical skills relevant.
• Adhere to the Lanspeed core values and culture.

Key Performance Indicators (KPI's):

• High utilization – benchmark of 80% total utilization. This requires a good work ethic, time management skills and proper record keeping.
• Excellent time entry - benchmark of 94% or above time adherence
• Highly satisfied clients & team members - benchmark of 93 or above net CSAT score

Qualifications:

• High school diploma or equivalent required. 4 year college degree .
• Knowledge of Microsoft Windows Server, Windows Desktop, Microsoft Office, Office 365, Azure.
• Four years of experience with systems engineering or technical support.
• Experience supporting TCP/IP, LDAP, HTTP, DHCP, DNS, SQL Server, IIS, Exchange Server, Group Policy, WSUS, LAN, backup/restore services, VMWare/Hyper-V.
• Knowledge of troubleshooting application issues, advanced networking issues, and local and network printer issues.
• Microsoft MCP Certificate. MCSE/MCITP, A+, Aruba Certificate, Datto Advanced Training, or Sophos Certified Engineer .
• May have to sit for long periods of time working on the computer.

Transportation Requirements:

• Required to have your own reliable transportation for travel to and from client locations for onsite support.

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