The Systems Engineer for our managed service agreements (MSA) serves clients around the North Idaho and Eastern Washington area, providing on-site and remote support. The successful candidate will have extensive skills supporting and troubleshooting a broad range of client and server operating systems, network devices, and various software programs and hardware devices. This position is customer facing, and the hired candidate will spend much of their time on customer sites; therefore, professional appearance and demeanor and excellent written and verbal communication skills are equally important to technical skills. Requirements:
Communicate professionally with clients and co-workers.
Responsible for troubleshooting and assessing software and hardware problems.
Responsible for reporting results, following escalation process, and dispatching issues to the proper channels.
Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from end-users and co-workers experiencing problems with hardware, software, networking, and other computer-related technologies.
Handle problem recognition, research, isolation, resolution, dispatch and follow-up for routine end-user problems, escalating more complex problems and/or outages to the manager and/or information technology, and all appropriate channels.
Monitors and escalates alerts.
Proficiency in Microsoft Active Directory administration.
Working knowledge of PC desktop software and applications including:
Windows Server, Office, Exchange and SQL.
Required Technology Experience (3+ years’ experience with 1 or more of the following in any of the individual areas):
Bachelor’s Degree: CIS or IT
Windows and Windows in an enterprise environment
Citrix XenApp client and Windows Server Terminal Services
Cisco Unified Computing System (UCS) servers
Cisco networking (Route / Switch, ASA / MPLS / BGP)
Cisco Firepower Firewalls
Cisco AMP for Endpoints
Palo Alto Firewalls
Palo Alto Traps
Bonus Skills (desired but not required):
Palo Alto certifications
Citrix or VMware certifications
Microsoft Professional certification (MCP / MCITP