The System Engineer is a strategic technical position within the organization. This position is responsible for maintaining the design and integrity of customer’s software systems, coordinating complex projects, and implementing software solutions.

Basic Functions:

• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft, and VMware/Hyper-V, etc.
• Work completely through service tickets, project tickets and phases following internal procedures
• Design, implementation, and support services for Microsoft related technologies: Windows Server, Office 365, 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 including those escalated from the help desk
• Remote access solution implementation and support: VPN, Terminal Services, etc.
• 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, and agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• 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.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as service or project tickets in ConnectWise.
• Responsible for entering time and expenses in ConnectWise as they occur.

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.

• Professional IT Certifications, Degree in Computer Science or related field
• 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.

Additional Information:

• Excellent verbal and written skills
• The ability to diagnose a wide array of technical issues in an ever-changing environment
• Strong knowledge of Windows operating systems
• Strong knowledge of Windows Server
• Experience with Microsoft O365
• Advanced knowledge of network switches, routers, and firewalls is required
• Virtualization with Microsoft Hyper-V and/or VMWare experience required
• Troubleshooting, initiative and professionalism are of utmost importance.

Company Benefits:

• Healthcare plan
• Prescription Drug Plan
• Vision Plan
• Dental Plan
• Life Insurance/Disability Insurance
• Paid Time Off
• Empowering Work Environment

The Go2IT Group has returned to normal business operations. Due to the nature of our business, the technician must be able to visit company sites when needed for onsite support and deployments using a company vehicle deployed directly from our Westlake office. Therefore, no remote work is offered at this time.

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Westlake, OH 44145: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Please confirm you understand that this position is not a remote role and you must be able to be at the Westlake office daily.

Education:

• High school or equivalent (Required)

Experience:

• Technical Support: 4 years (Required)

Shift availability:

• Day Shift (Preferred)

Work Location: One location

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