Systems Engineer

CMIT Solutions of Cambridge is the premier IT services franchise in the US. Our goal is to be the preferred IT business partner of small to medium sized businesses by offering technical leadership and services to our customers with a focus on providing innovative solutions and delivering exceptional customer service.

Position: SYSTEMS ENGINEER

CMIT Solutions is seeking a knowledgeable Systems Engineer to support, participate and guide the efforts of our technical team as our business grows and we expand the services we offer to our clients.

The Systems Engineer will provide escalated technical support to end-users and Service Desk Level 1 resources through the department's telephone support line, including software setup, configuration and troubleshooting. Provide coordination and communication of Service Desk and Network Operations Center resources and coordinate site visits with end user site management. Manage ticket escalations and production crisis situations of client systems.

The best candidates for this position will have good verbal and written communication skills. You must be willing and able to effectively document work performed by yourself and others, and to explain solutions that you propose. You will be interacting with a wide variety of clients for whom technical jargon is not their primary language. You must be able to effectively explain technical issues, solutions and status to clients in a manner that they understand and appreciate.

Core Duties & Responsibilities

• Responsible for communication and coordination of Service Desk and NOC resources
• Provide second level technical support for end-users and level 1 Service Desk.
• Call back customers in a timely manner to trouble shoot and resolve problems not handled by tier one support.
• Utilize stored information and documentation to help resolve issues
• Research outstanding users issues and document resolutions to users issues
• Define policies and procedures for troubleshooting for hardware, software and infrastructure issues.
• Prioritize and escalate problems within given guidelines
• Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication and deployment of new technology.
• Act as the escalation point person for the Service Desk when necessary.
• Triage calls to appropriate groups if call cannot be resolved at level two
• Occasional after hours and weekend work to cover On Call responsibility.
• Work with Site support on specific site support issues and procedures.
• Perform other duties as assigned by management.

Experience & Skills Requirements

• Proven ability to implement and manage HyperV and VMWare virtualization platforms
• Proven ability to implement and manage Shared Storage Clusters
• Proven ability to implement and manage Microsoft Exchange Server Environments
• Proven ability to administer Active Directory sites
• Demonstrated ability to implement and manage SQL Server Environments
• Demonstrated ability to troubleshoot Enterprise Networking Services
• Ability to multitask and prioritize work requirements
• Ability to take initiative and manage time effectively
• Ability to work effectively both as a team member and independently.
• Ability to project a positive service attitude
• Ability to be flexible, versatile and adaptable in day to day activities conducted in a multi-site environment.
• Strong analytical and problem-solving skills
• Excellent interpersonal and communication skills
• Experience supporting Office 365 applications
• Knowledge of supported software packages: MS Office, Exchange
• Expert knowledge of Network Operating Systems: Windows Server 2003, 2008 and 2012. Windows XP, 7 and 8
• Knowledge of printers
• Knowledge of basic data communications networking equipment, including hubs, routers and cabling infrastructure
• Knowledge of LAN and internetworking protocols: TCP/IP

Qualifications

• 5+ years of prior IT experience
• 2+ years of prior experience in Customer Service, phone experience preferred
• Experience typically acquired by having a Bachelors degree in computer science or similar field or equivalent work experience
• Microsoft Certifications a plus
• Hands on PC or Macintosh experience a plus