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Tigunia has an incredible opportunity for a System Engineer in our first response team. We are looking for an enthusiastic, client-focused, empathetic, personable, self-driven candidate for this role. The System Technician is part of the managed services group of Tigunia, which handles end user support request, initial triage of issues, client endpoints, network & server patching, monitoring, alerting, related break fix support and remediation for a wide variety of customers ranging from small to enterprise companies.
In this more experienced operations role, one will interface directly with customers and their systems and collaborate with internal teams to complete objectives. This is an active, hands-on role which relies on problem solving capabilities and self-reliance. Team members in this role will be expected to be able to provide more advanced systems administration and troubleshooting, while acting as a supporting or escalation resource for other team members. This position requires the ability to prioritize disparate support requests and juggle those requests against some project load.
We expect each of our platform team members to take to heart and embody our core values to produce results, solve your problems with a sense of urgency, treat clients and co-workers with respect, and foster long-term relationships. The right candidate for this role will also demonstrate these critical attributes:
- Deliberate in Action; know the expected outcome. Every action should either gain more information for you or solve the problem. Do not just guess to reboot
- Detailed in Triage; know how to unpack an issue so that others can understand, or you can understand it better. (Listing out what is known on an issue/ providing good escalation notes when needed or notating the details of a case succinctly)
- Diligence in Operation; consistency in tasks and upholding standards, including maintenance, patching, client support, and doing it all with a smile
Benefits:
- Competitive salary
- Health insurance for yourself and your family – 100% employer paid for employee and 50% employer paid for dependents
- Dental and Vision insurance for yourself and your family – 100% employer paid for employee and dependents
- Life/AD&D Insurance for yourself – 100% employer paid and covers 100% of your salary
- Short Term Disability for yourself – 100% employer paid and covers 60% of your weekly salary up to $1,750.00
- Long Term Disability for yourself – 100% employer paid and covers 60% of your monthly salary up to $6,000
- 401k with 4% match
- Flex-time and paid time off to promote a healthy work-life balance
Technical Duties:
- Perform technical lead on projects and implementation / go-live operations
- Architect or design technical components for projects in conjunction with a Technical Account Manager, Project Management or Sales team member where appropriate.
- Review, Modify, and support the design elements of client environments.
- Adjust monitors and scripts to match expectations, increase visibility and reduce noise
- Assist other team members with escalated cases or operational issues.
- Maintain / upgrade internal systems.
- Internal & client network and systems diagnostics
- Responsible for implementing, tuning, and maintaining server environments
- Actively seek out opportunities to improve existing practices, procedures, and technology implementations
- Deploy security/bug fixes to VM hosts and perform any other planned maintenance activities on an established cycle
- Maintain awareness of VMware or Hyper-V software patches and their impact on the environment
- Consult with clients regarding their infrastructure and best practices to meet business needs
- Close out customer requests in a timely manner
Operational Duties (Recurring Expectations):
- Perform consultations with clients on appropriate solution options & related design.
- Peer review of completed projects
- Maintain / upgrade internal systems.
- Provide 3rd level support for issues that arise/escalated from 1st and 2nd level
- Review and Approval of SOPs write ups
- Investigate solutions for challenges that arise.
- Test / QA possible new technologies and solutions.
- Implement projects while following set out standards.
- Provide active feedback and insight if above stated standards should be changed.
- Work with project managers to ensure expectations are communicated to clients
- Aid all members who require it as needed in completing tasks
- Provide training to all members who require it as needed
- Ensure clients are consistently communicated through cases on a regular basis
- Availability and responsiveness when participating in an on-call rotation
Job Requirements
- Minimum of 5 years of related experience preferred
- Must work some holidays and have the flexibility to work extra shifts as required by management
- Experience with LAN/WAN networks
- Thorough knowledge of computer systems and IT components
- Knowledge of internet security and data privacy principles
- Candidate must pass background check
- CCNP Data Center certification required
- Relevant certifications preferred (MCSA or equivalent, AZ-104, CCNA or equivalent, AZ-100, AZ-800, AZ-801)
- Must have office space and broadband internet for remote work
Physical Requirements
- The ability to speak clearly, to hear and understand at a normal conversational level, and to receive detailed information through verbal communication
- Ability to sit for long periods of time
- Close visual acuity to perform an activity such as: developing material; viewing a computer terminal; extensive reading
- Full range of hand and finger motion with ability to proficiently use a keyboard, mouse, and phone
- Ability to perform repetitive motion (keyboarding, mouse, phones)
Tigunia provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors
