Systems & Network Engineer

Broken Arrow, OK 74012

Posted: 12/06/2018 Employment Type: Contract Job Category: Network Job Number: 4743

Systems & Network Engineer

Description

The Systems & Network Engineer is responsible for maintaining the design and integrity of the internal systems, including customer-facing hosted and cloud environments, as well as providing technical assistance to team members with system and network requests.

Basic Functions
  • IT Support relating to issues with the internal systems and network infrastructure.
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Support services for virtualization technologies: VMware and Microsoft.
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Administer cloud solutions for customers using technologies that meet their requirements. This would include Azure and AWS.
  • Support disaster recovery solutions.
  • Remote access solution support: VPN, Terminal Services, and Citrix.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.
  • Document maintenance for all computer systems and network infrastructure.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or 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.
  • Document internal processes and procedures related to duties and responsibilities.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Work through a daily schedule in ConnectWise that has been established through the dispatch process.
  • Work through project tickets and phases in ConnectWise as assigned by a Project Manager.
  • Enter all work as service or project tickets in ConnectWise.
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
     

Knowledge, Skills, and/or Abilities Required:  
  • 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.
  • Document internal processes and procedures related to duties and responsibilities.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Work through a daily schedule in ConnectWise that has been established through the dispatch process.
  • Work through project tickets and phases in ConnectWise as assigned by a Project Manager.
  • Enter all work as service or project tickets in ConnectWise.
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Educational/Vocational/Previous Experience Recommendations
  • BA/BS, preferably in computer science or a related field.
  • MBA/MS preferred but not required.
  • 5 years of IT experience.
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