Systems Engineer

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 

Through the integration of ERP, HCM and/or CRM solutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 
About this Position
The Systems Engineer (SE) is responsible for supporting client environments and end users while also assisting with implementation projects. The SE configures the equipment and software to meet client business needs and documents the solution for ongoing support. This position will provide second level technical support and main level ticket tracking in an efficient and effective manner. The SE can also function as part of an implementation team on larger projects. 
The primary role focus is to decrease time to resolution and increase revenue by acting as a project resource and an escalated resource for service tickets and Service Desk escalations.

Job Responsibilities

• Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications. 
• Second level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments, either physical or virtualized.
• De-escalate client situations related to outages, communications, and travel onsite where necessary.
• Troubleshoot hardware & accurately determine fixes.
• Adherence to SOPs.
• Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Google for Work, Cisco Meraki, Dropbox etc.) 
• Perform post-resolution follow-ups to help requests. 
• Research issues and resolves technical problems. 
• Implement and maintain operational documentation and procedures. 
• Issue daily operations status report and project status reports as required. 
• Complete technical and special projects as assigned.
• Daily entry of time within current ticketing platform and keeping tickets updated. 
• Coordinate with Service Coordinator for work assignments.
• Coordinate with Project Management for intermittent project work assignments. 
• Continue to learn new technologies and solutions.
• Keep and maintain work calendar.
• Update client documentation after any change to the client’s network
• Maintain necessary professional certification statuses.
• Assist with vendor certifications as required.
• Provide direct and indirect situational awareness briefs on high profile clients/projects.
• Meeting KPI Targets: Average Time to Resolution, CSAT (Customer Satisfaction), Employee …