Job Description
Senior Systems Engineer – Proactive IT Limited
Role Description
This is a full-time remote role for a Senior System Engineer. The candidate will be responsible for designing, implementing, and maintaining system infrastructure. Daily tasks include system engineering, system administration, technical support, troubleshooting, and systems design. The Senior System Engineer will work closely with clients to ensure their IT infrastructure is robust, secure, and scalable.
Job Description
- Installing, configuring, and troubleshooting of Windows and mac OS systems.
- Installing, configuring, and troubleshooting of all Printing related issues.
- Handling the onboarding and off-boarding process of devices and users.
- Administering and supporting the full Microsoft 365 suite including Exchange Online, Teams, OneDrive, SharePoint, and Microsoft Intune.
- Managing user identities, roles, licenses, and group memberships using Microsoft 365 admin center.
- Implementing and managing security and compliance policies (DLP, MFA, Conditional Access, etc.).
- Configuring, administrating and troubleshooting AD, DHCP, DNS and SCCM servers.
- Provide IT helpdesk support by troubleshooting and resolving technical issues and errors.
- Advanced troubleshooting of Windows 10/11 desktops.
- Resolve network related issues.
- Resolve IT tickets regarding computer software, hardware, and application issues on defined SLA.
- Maintain Virtualized Platforms (VMware, Hyper-V).
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- At least 2+ years of experience in a systems engineering role.
- Experience with Ticketing systems (HaloPSA, Autotask, Connect Wise).
- Experience with RMM systems (Ninja RMM, Datto RMM, Connect Wise RMM).
- Experience with NAS systems (Synology, Egnyte).
- Experience with VoIP systems (Gamma, Ring Central).
- Experience with Backup systems (Datto, Veeam, Windows).
- Expertise in System Administration and Technical Support.
- Excellent fault diagnosis skills (Infrastructure & Network).
- Ability to handle L2 system administration tasks efficiently.
- Excellent problem-solving and analytical skills.
- Ability to work independently and remotely.
- Experience in implementing cybersecurity best practices is a plus.
- Relevant certifications such as MCSE, CCNA, or similar are highly desirable.
- Experience with Nexusud, Papercut and TwinData is highly desirable.
Requirements
- Deliver outstanding customer service and communication, ensuring a positive experience for all clients.
- Serve as the first point of contact for support requests via phone, email, and ticketing systems.
- Triage incoming tickets and allocate tickets to the appropriate resources for resolution.
- Correct prioritization through triage.
- Troubleshoot customer issues efficiently and effectively using remote support tools.
- Responding to and resolving desktop, server, and network issues.
- Escalation of tickets to level 3 support when required.
- Create, update and maintain detailed and accurate records of all support requests, troubleshooting steps, and resolutions in the ticketing system.
- Work seamlessly with the team, documenting clear notes, instructions, and information to ensure smooth workflow transitions between rostered colleagues.
- Identify recurring incidents, offering insights to internal stakeholders and assisting with root cause analysis and resolution.
- Ensure adherence to service level agreements (SLAs) and provide timely updates to users on ticket progress.
- Actively monitor and respond to alerts from our monitoring tools, diagnosing and resolving issues swiftly.
- Manage and coordinate updates for major or critical incidents, keeping key stakeholders informed and ensuring resolution transparency.
- Independently handle alerts, phone calls, and backups, driving each to resolution within SLA.
- Training and research to stay up to date with new technology.
Why Join Us
- 100% Remote Work
- Competitive Salary and Benefits
- Get paid in Foreign currency (USD, GBP)
- Overtime Payments
- Paid Certifications & Career Development
- Work with Global Clients and Technologies
- Supportive, Expert Team Culture
Apply at – Careers@proactiveit.co