XTN-A46F189 | SYSTEMS ENGINEER

Impact: The Systems Engineer is responsible for solving a wide range of high-level end-user issues, ensuring project completion and installation, and for delivering key technical advice to Meriplex leadership. Without the Systems Engineer working to the best of their abilities, Meriplex would be unable to support our staff’s technical needs. Over time, this would ultimately result in a loss of reputation and revenue for Meriplex.

Position Summary

The Systems Engineer acts as the top tier of support for Meriplex’s Internal IT and reports to an Internal IT manager. This role works within the Internal IT ticketing system to resolve Level 3 end-user issues. The Systems Engineer must deliver exemplary customer service and technical advice to Meriplex leadership and/or decision makers. They are responsible for overseeing the completion of low-level internal projects to ensure all timelines, deployments, and installations are executed correctly. The person in this position is responsible for an array of high-level issues ranging from delivering advanced server support and design to presenting key reports to Meriplex leadership.

Comprehensive health benefits
Work flexibly from anywhere in over 20+ workspace locations
Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
Diverse learning & growth opportunities
Accessible Cloud HR platform (Sprout)
Above standard leaves

Key Responsibilities:

· Perform technical equipment installations at Meriplex office locations

· Execute the deployment, installation, and architecture of networks.

· Provide advanced support to the entire Meriplex environment.

· Provide proactive maintenance of Meriplex network environment.

· Act as escalation point for internal teams.

· Offer mentorship and education to fellow team members.

· Prep reports to be presented to Meriplex to enhance understanding.

· Utilize Microsoft Visio and documentation toolset to build out Meriplex technical environment for all teams to use to support internal systems.

· Standardize SOPs for all support for the entire Meriplex environment.

· Manage and maintain Meriplex documentation.

· Provide advanced Microsoft 365 support.

· Deliver ZTNA access support.

· Provide advanced Microsoft server support and design.

· Perform advanced firewall administration.

· Provide authentication (MFA) support.

· Provide advanced support on Azure environments.

· Provide advanced support on Microsoft Exchange servers.

· Manage advanced wireless environment.

· Manage advanced backup and replication solutions and storage devices.

· Provide advanced VoIP support.

 

Knowledge, Skills, and Abilities:

· Create clear and concise presentations to be understood by all levels of leadership.

· Ability to explain complex topics to a technical and non-technical audience.

· Oversee the timelines, deployment, and vendor management of small projects.

· Communicate the cost and general budgetary observations to the customer as needed.

· Make product suggestions to customers.

· Advanced knowledge of Microsoft 365 applications, including Exchange, SharePoint, Teams, and Power Platform (Fabric).

· Advanced knowledge of Microsoft Azure environments.

· Understanding of advanced technical triage methodologies.

· Advanced TCP/IP understanding.

· Ability to effectively set expectations regarding delivery of service.

· Strengthen internal relationships by providing exemplary customer service.

· Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates, and customers with respect.

· Adherence to ITIL ticketing methodologies regarding documentation, process, and workflow.

· Support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism.

· Properly manage workflow using research, documentation, RMM tools, ticket system, and communication.

· Directly and indirectly support customers, vendors, and staff by providing top tier customer service.

· Advanced Switching/Routing/Wireless/Firewall knowledge.

· Advanced VoIP knowledge, including Teams Voice and Contact Center technologies.

Preferred Education, Experience, and Certifications:

· Prior MSP support experience highly encouraged.

· Security+ certification, preferred.

· MCSE, preferred.

· MCSA, preferred.

· Azure certification, preferred.

· Microsoft 365 certification, preferred.

· Superior reading, writing, and communication skills.

· Advanced knowledge of network concepts, devices, and best practices.

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