System Engineer

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Act as the top tier of technical escalation within the Advanced Technical Support division.

• Address and coordinate the resolution of escalated priority 1 and priority 2 reactive (break/fix) tickets.

• Investigate and resolve Problem Management tickets.

• Provide guidance and mentorship to technicians regarding ticket resolutions.

• Create best-practice documentation.

• Complete projects assigned to the Remote Operations team.

• Ensure compliance with established policies, processes, and procedures.

• Execute scheduled tasks as stipulated in client agreements.

• Collaborate with clients to schedule maintenance windows.

• Communicate with clients prior to and following maintenance windows.

• Report on task successes or issues faced.

• Conduct in-scope remediation and obtain time-and-materials approval for out-of-scope work or security vulnerabilities.

• Document changes made to client environments.

• Record recurring procedural challenges and their workarounds.

• Carry out post-patching validation checks to ensure system stability.

• Update tasks on a per-ticket basis.

• Develop methods to automate tasks.

• Optimize CW-Automate monitoring of endpoints.

• Collaborate with Operations teams to uphold company technology standards.

⛳️ Requirements

• Over 5 years of experience in Help Desk or Field Operations.

• Experience with or for an IT/MSP (Managed Service Provider).

• Proficient in maintaining networking technology: Firewalls (FortiGate/Watchguard/SonicWall), Switches, UPS, Servers, SANS, NAS, Printers, WAP, and PC.

• Competence in maintaining ESXI & Hyper-V Platforms.

• Ability to navigate the Azure Portal.

• Capable of administering and auditing Office 365 end-user accounts.

• Proficient in troubleshooting Windows server roles: GPO, DHCP, DNS, NPS, WSUS, IIS, AD, and DFS.

• Skilled in servicing and troubleshooting end-user issues related to computer hardware, operating systems, and software.

• Excellent interpersonal skills.

• Ability to communicate and collaborate with various departments.

• Capacity to work under pressure while maintaining a professional and tactful demeanor.

• Intermediate to advanced knowledge of Microsoft Platforms.

• Strong problem-solving abilities.

• Proficient in professional communication in English, both written and verbal.

• Skilled in writing business correspondence and process documentation.

• Able to effectively present information and respond to inquiries from groups of managers, clients, and the public.

• Candidates located near a Center of Excellence are preferred: Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS.

• An Associate’s Degree in Computer Science, Information Systems, Engineering, or a related field is a plus.

• Additional certifications such as Citrix CCA, VMware VCP, Network+, Cisco CCNA, Microsoft MCP or higher, and Microsoft 365 Certified: Fundamentals or higher are advantageous.

• U.S. person status is preferred; employment visa sponsorship is not available.

• Must establish a dedicated, safe, and secure workspace and comply with Ntiva IT User and Security Policies.

🏝️ Benefits

• Medical, Dental, and Vision coverage for employees and their families.

• 401(k) with company-matching contributions.

• 4% match on a 5% contribution with no vesting period.

• Group Term Life and Accidental Death and Dismemberment coverage (provided by the company).

• Short-Term Disability coverage (voluntary enrollment).

• Long-Term Disability coverage (provided by the company).

• Health Savings Account (HSA) Options / PPO Options.

• Employee Assistance Program.

• Paid Time Off (PTO).

• Volunteer Time Off (VTO).

• 8 Paid Holidays.

• 3 Floating Holidays.

• Education Reimbursement Program.

• Generous Employee Referral Program with cash bonuses for successful referrals.

• Dynamic Recognition and Rewards.

• Clear Promotion and Advancement Paths.

• Opportunity to work with Industry-Leading Talent.