Title: Senior Systems Engineer - HIKINEX

Title: Senior Systems Engineer 

Overview: 

We are seeking a seasoned Senior Systems Engineer to join our client's  IT services department. You will play a pivotal role in managing and enhancing our clients' IT infrastructure.  

Experience Requirements: 

• Years of experience in a related IT position 
• Windows server configuration and maintenance 
• Active Directory and Group Policy configuration and support 
• Exchange configuration and support 
• Managed anti-virus configuration and support 
• Server backup administration and support 
• Firewall and VPN configuration, maintenance, and support 
• SQL Server configuration, maintenance, and support 
• Virtualization (VMWare or Hyper-V) 
• Completion of a ConnectWise University “Major” 
• Pass at least one technical certification exam per year 
• Consulting with clients on IT decisions 

Demonstrated Skills: 

• Excellent customer service skills 
• Top-notch organizational skills 
• Good communicator (coordination of smaller clients) 

• Sound judgment 
• Professional appearance and demeanor 
• Research and develop technical solutions for client and business initiatives 
• Reliable with good attendance 
• Ability to follow directions from the Client Services Manager 
• Teamwork, mentorship, and a positive attitude 

Essential Duties: 

• Act as a “Technology Success Manager” for clients 
• Coordinate client services activities for medium and larger clients 
• Participate in quarterly business reviews (QBRs) 
• Design and implement network-level solutions: LAN and WAN connectivity, routers, firewalls, and security 
• Design and implement hosted and cloud solutions for customers 
• Design and implement disaster recovery solutions 
• Support services for virtualization technologies 
• Administer and maintain the remote monitoring solution, CW Automate 
• Respond to client support request ticket escalations 
• Handle escalated server, network, and desktop-related issues for clients 
• Participate as a resource for projects run by the Implementation and Onboarding team 
• Develop, maintain, and review system documentation 
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes and agreed outages, etc. 

• Handle tickets created due to alerts in CW Automate that are escalated from Tier 1 
• Review CW Automate alerts, performance information, and configurations 
• Conduct server checkups using CW Automate data and manual review as necessary 
• Participate in on-call rotation for off-hours support 
• Enter all work as service tickets in ConnectWise