Senior Systems Engineer (Tier 2) - US - Calian Corp.

We’re hiring! Calian is growing and looking for talented individuals to join our team.  Our diverse and inclusive team's capabilities are leveraged to solve complex problems using cutting-edge technologies.

Whether remote or in the office, Calian offers benefits and perks to support the physical, financial, and emotional well-being and your loved ones. You will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves. 

We seek a Senior Systems Engineer who will support the Microsoft core business application and operating systems.

Responsibilities

• Support of disaster recovery solutions
• Essential technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solution implementation and support: VPN, ConnectWise Automate, and other tools
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• System documentation maintenance and review in ConnectWise
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Work with the CSRs to ensure requests are routed to the proper resource to resolve quickly and efficiently
• Escalate service requests that require engineer level support
• Responsible for entering time and expenses in ConnectWise as it occurs
• Enter all work as service tickets into ConnectWise
• Perform other duties as required and/or assigned
• Employee must be able to perform essential functions of the job with or without reasonable

Technical Requirements – Working knowledge or SME of a majority of the following:

• Windows desktop support
• HP desktops / laptops
• PC Maintenance
• WIFI / Routers / switches / firewalls / Cisco Meraki
• Microsoft Office suite (Word / Excel / Outlook) managing profiles, etc.
• Cisco telephony / configuring phones
• Exchange Server / O365 / on-prem / off-prem / hybrid
• Microsoft Teams
• IronPort and/or Mimecast
• Active Directory 2012 and newer
• DNS, DHCP
• VMware
• Support of servers and operating systems Windows 2008 – Windows 2012 R2 and above
• Understanding of networking (IP, DHCP, DNS, data center switching)
• Mac support
• 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
• Ability to work in a team and communicate effectively
• Technical awareness: the 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

Qualifications

• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Professional demeanor
• Relentless focus on delighting customers, treating colleagues regardless of position with the utmost respect
• Able to interact confidently with C-level executives at Client Site.
• Organized, able to manage and complete multiple projects simultaneously
• Detail Oriented, able to apply consistency throughout the work product
• Self-Starter in addition to having the ability to work in the guidelines of given directions
• Able to work with outside vendors to troubleshoot issues and tackle problems
• Efficient, effective at producing required results in a short amount of time
• Strong communication, both written and orally (consistent, efficient, and effective)
• Follow directions yet applies judgment and can be flexible
• Team member yet knows when to work independently
• Independent, with the ability to effectively work unsupervised
• Pro-active, able to note things that need to be done without being prompted and proactively address them
• Minimal travel required

Preferred Minimum Experience/Education

• Five+ years of in-depth experience maintaining and supporting technology solutions that utilize technical skills described above
• Five+ years of in-depth experience supporting and troubleshooting a multi-server windows Domain network environment
• Experience working directly with technical engineers and practice managers as well as nontechnical end-users

EEO Statement

Calian Corp. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.