Systems Support Engineer

Job DescriptionJob Description

Job Summary

As a Systems Support Engineer, you will play a critical role in remediating technical issues and ensuring the optimal performance of our IT toolset for both internal systems and our clients. Your primary responsibility will be to troubleshoot and resolve IT issues efficiently, leveraging your technical expertise to maintain stability, security, and efficiency in IT environments.

Beyond issue resolution, you will actively monitor and optimize IT tools and systems, ensuring they are functioning as intended and contributing to operational success. You will collaborate with cross-functional teams to proactively identify areas for improvement, implement solutions, and enhance system performance.

This role requires strong critical thinking, adaptability, and teamwork to diagnose technical issues, refine processes, and continuously improve IT operations. Your ability to analyze root causes, optimize workflows, and communicate technical solutions effectively will be key to maintaining a reliable and secure IT environment.

This is hybrid position that requires working two days in the Integrity office.

Key Responsibilities

Technical Issue Remediation

• Diagnose and resolve technical issues related to hardware, software, networking, and system performance.
• Provide both remote and on-site troubleshooting to minimize downtime and restore functionality efficiently.
• Act as a liaison between clients and third-party vendors for hardware and software support escalations.
• Collaborate with cross-functional teams to address complex technical challenges and implement long-term solutions.

IT Toolset Optimization & System Performance

• Monitor and optimize the performance of IT tools, automation systems, and management platforms.
• Identify inefficiencies or gaps in system functionality and propose solutions to improve reliability and efficiency.
• Assist in evaluating and deploying new technologies that enhance IT service delivery and security.
• Maintain and refine IT documentation, ensuring accuracy and usability for internal teams and clients.

Customer Service & Client Support

• Provide exceptional customer service, ensuring each client interaction is a positive and professional experience.
• Offer clear, non-technical explanations of issues and solutions to help clients better understand and use their IT systems.
• Maintain timely and informative communication with clients and within ConnectWise Manage regarding the status of service requests.
• Offer proactive guidance and training to end users to enhance their technical proficiency and prevent recurring issues.

Infrastructure Maintenance & Security

• Assist in managing and maintaining IT infrastructure, including servers, networks, and cloud-based solutions.
• Ensure compliance with security policies and best practices to protect client data and systems.
• Perform routine system checks, updates, and patches to enhance system stability and security.
• Review system logs and alerts to proactively detect and address potential issues before they impact operations.

Collaboration & Continuous Improvement

• Participate in team discussions, knowledge sharing, and process improvement initiatives to enhance IT support services.
• Attend and contribute to professional and technical training sessions, sharing key insights for individual and organizational growth.

Additional Duties: 

• Participate in the on-call rotation as required. 
• Attend and contribute to professional and technical training sessions, sharing key insights for individual and organizational improvement. 
• Perform other tasks as assigned to support business objectives. 

Qualifications & Skills

Technical Expertise

• Strong troubleshooting skills with the ability to diagnose and remediate technical issues related to hardware, software, networks, and cloud environments.
• Familiarity with server administration, virtualization, and security best practices.
• Proficiency in Microsoft 365, Active Directory, remote management tools, and IT ticketing systems (e.g., ConnectWise).

Problem-Solving & Critical Thinking

• Strong analytical and problem-solving skills to identify root causes and implement long-term solutions.
• Ability to evaluate system inefficiencies and recommend process improvements to enhance IT service delivery.
• Capacity to work independently while knowing when to escalate issues or collaborate with other team members.

Customer Service & Communication

• Ability to explain technical concepts to non-technical users in a clear and understandable manner.
• Strong interpersonal skills, including active listening, empathy, and patience, when working with clients and colleagues.
• Excellent verbal and written communication skills for documentation, client interactions, and team collaboration.

Adaptability & Teamwork

• Ability to prioritize tasks in a fast-paced environment while balancing multiple responsibilities.
• Comfortable working in a hybrid work model with a combination of remote and in-office collaboration.
• Strong team-oriented mindset, willing to share knowledge and assist colleagues when needed.

Technology & Productivity Tools

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, and Teams) for documentation and communication.
• Experience using remote desktop tools, endpoint management solutions, and system monitoring tools.
• Familiarity with cloud-based platforms such as Azure, AWS, or Google Workspace is a plus.

Education and Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field ().
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft, Cisco) are a strong plus.
• 2+ years of IT support experience in a client-facing role within a managed services or IT support environment.

Physical Requirements and Work Environment

• Sitting for extended periods while working at a computer.
• Occasional lifting and moving of IT equipment (e.g., laptops, desktops, peripherals, or small networking devices) weighing up to 50 lbs.
• Hybrid work model – combination of remote work and in-office presence.
• Office setting: Open-space office environment with shared workstations and collaborative areas.
• Remote work: Requires a reliable internet connection and a dedicated workspace, free of distractions, for focus and productivity.
• Travel: This position requires regular travel to client locations to perform on-site work, including installations, troubleshooting, and testing of solutions.
• Collaboration: Regular virtual meetings, calls, and team interactions through digital communication tools.
• Pace of work: Fast-paced environment requiring multitasking, attention to detail, and adaptability.

Benefits

• Medical, dental and vision insurance
• Short and long term
• Life insurance
• 401(k) with company match
• Paid time off
• Company holidays
• Birthday bonus day
• Anniversary bonus day(s)
• Celebration day
• Paid certifications

8:00 am - 5:00 pm CST
40 Hours