Managed Services Systems Engineer I

Job Title: Systems Engineer I Department/Division: Managed Services Reports To: Managed Services Support Desk Manager

Job Summary:

The Systems Engineer Tier I is a key contributor to the Managed Services team, responsible for providing frontline technical support and maintaining the day-to-day operation of client IT systems. Working in a fast-paced environment, this role responds to and resolves service incidents and requests, communicates effectively with users and service providers, and helps ensure the delivery of reliable, high-quality IT services.

Essential Functions:

• Coordinate and execute desktop and laptop deployment, including device imaging, configuration, software installation, user data migration, and post-deployment support to ensure a smooth transition for end users.
• When needed, serve as on-site staff augmentation support at a customer location, providing hands-on IT support, troubleshooting, and end-user assistance to ensure minimal disruption to production operations.
• Maintain current knowledge of relevant technology and will continually research industry best practices.
• Provide Tier 1 technical support for managed services customers, including troubleshooting and resolving escalated desktop, server, network, and cloud-related issues.
• Perform administration and support of Microsoft 365, Azure, Active Directory, Entra ID, Exchange Online, Teams, and related cloud services.
• Mitigate future issues by monitoring and proactively resolving issues before they reach a critical state. This may involve responding to monitoring tickets and assisting with patch management.
• With guidance from other team members, create and maintain basic to moderately complex systems for the benefit of internal and external clients.
• Maintain a high level of customer service by communicating professionally, setting expectations, and ensuring a positive customer experience.
• Develop and document knowledge of internal and external clients’ business and help provide options to resolve issues or proactively advance the organization forward.
• Complete assigned tasks in a timely manner, track time in the ticketing system and communicate status to manager.
• Track all documentation and communications through Carrier Access IT’s internal systems.
• Work in the Clive, Iowa office.
• Perform other tasks as needed and/or requested.

Education and Experience:

• High school diploma with at least 3 years of related client service experience.
• An associate's or bachelor’s degree in IT or a related field is preferred.
• Strong working knowledge of desktop support, server administration, networking, cloud technologies, and business application support.
• Experience administering and troubleshooting:
• Active Directory
• Group Policy
• DHCP and DNS
• User and identity management
• Microsoft 365 and Exchange Online
• Experience utilizing Remote Monitoring and Management (RMM) platforms such as N-able, LogicMonitor, or similar tools.
• Working knowledge of backup and disaster recovery solutions, including monitoring, troubleshooting, and restoration processes.
• Ability to plan, deploy, maintain, and troubleshoot workstation, server, and cloud-based solutions.
• Experience working within a PSA/ticketing platform such as ConnectWise Manage, is preferred.
• Knowledge of some virtualization technologies including:
• VMware vSphere/ESXi
• Microsoft Hyper-V
• Virtual infrastructure maintenance, troubleshooting, and lifecycle upgrades
• Understanding of external DNS services and record types.
• Experience managing internal and external SSL certificates.
• Excellent troubleshooting, customer service, communication, and documentation skills.
• Ability to manage multiple priorities while maintaining service level agreements (SLAs) and providing high-quality customer experience.
• Ability to conduct and direct research into technical issues and products as required.
• Ability to present ideas in a business-friendly and user-friendly language.
• High level of self-motivation.
• Meticulous attention to detail.
• Proven analytical, strategic thinking and problem-solving abilities.
• Ability to effectively prioritize, organize, and execute multiple tasks in a high-pressure environment.
• Ability to thrive in a culture of growth, change and continuous learning.
• Participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
• One that demonstrates a strong commitment to their role and is dependable in their attendance and punctuality, ensuring they are present and ready to contribute daily.
• Occasional travel to client sites may be required.
• Ability to work in an environment which may require:
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.
• Lifting and transporting moderately heavy objects (up to 60lbs), such as computers and peripherals
• Climbing ladders, crawling, bending and squatting

Required skills and abilities:

• Ability to conduct and direct research into technical issues and products as required.
• Ability to present ideas in a business-friendly and user-friendly language.
• High level of self-motivation.
• Meticulous attention to detail.
• Proven analytical, strategic thinking and problem-solving abilities.
• Ability to effectively prioritize, organize, and execute multiple tasks in a high-pressure environment.
• Ability to thrive in a culture of growth, change and continuous learning.
• Participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
• One that demonstrates a strong commitment to their role and is dependable in their attendance and punctuality, ensuring they are present and ready to contribute daily.
• Occasional travel to client sites may be required.
• Ability to work in an environment which may require:
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.
• Lifting and transporting moderately heavy objects (up to 60lbs), such as computers and peripherals
• Climbing ladders, crawling, bending and squatting