The Commercial Sr. Systems Engineer – Managed Services will work as a technology support escalations generalist working with a broad range of IT systems and vendors as a part of the SMB Managed Service Operations team. The Managed Service Operations team controls problem management related to the maintenance and support of the company’s Managed Services customer environments, providing a single view to the organization for Customer technology related incidents.
The Commercial Sr. Systems Engineer is the highest escalation point in the support organization managing multiple customers, disparate systems, and complex multi-vendor environments. This position will provide excellent customer service, utilize creative troubleshooting techniques, and leverage a commanding knowledge of desktop, laptop and server hardware, operating systems, VMware vSphere and vCenter, Microsoft Azure and Office 365 products to provide customers an excellent support experience. This position will provide technical and operational guidance for the SMB Managed services Organization, act as a mentor, and facilitate technical and best-practices trainings for the service desk teams.
The Sr. Systems Engineer reports to the Commercial Managing Director. This position is a remote position however may be required to report to SHI Austin, TX location as required for business needs as determined by SHI management.
About Us:
Founded in 1989, SHI International is an $11 billion global provider of IT solutions and services. SHI currently has 5,000 employees worldwide.
To learn more about SHI International Corp, visit our website: www.shi.com/careers
What SHI Can Offer:
- World Class Facility includes on site gyms and cafeterias
- Ongoing opportunities for personal and professional growth and development due to our strong promote from within philosophy
- Work in an up-beat, creative, and fun environment
- Benefits including medical, vision, dental, 401K, and flexible spending
Responsibilities:
Include but not limited to:
- Serve as a technical escalation point for the service desk organization – assisting engineers across the country in troubleshooting critical issues, coordinating vendor support, and bringing in various subject matter experts as appropriate
- Provide technical support for the business in both proactive and reactive work, establishing best practices, standards, and processes and propagating these throughout the organization
- Collaborate and provide technical support on projects as assigned by the Solutions Director
- Document work on all escalated incidents and problems in the incident management system
- Contribute to the global knowledge base and document known problems and solution procedures
- Communicate regularly with service desk teams regarding escalated incidents and problems and provide status updates and feedback to service desk and/or customers while problems are being investigated
- Troubleshoot software applications and platforms such as VMware vSphere, Azure Active Directory, Cloud PBX/PSTN, Microsoft Office 2013-2016, Microsoft Delve, Microsoft Intune Device Management, Power BI, Project Online, SharePoint, Skype, Secure Productive Enterprise (SPE), and Windows10 and Windows Server 2012-2019
- Identify and promote supporting technologies and extend company resources
- Drive and validate vendor focused technical solutions development for SHI Customers
- Remain familiar with current hardware and software industry offerings from major vendors to help differentiate architectural designs and software functionality in order to drive solutions that meet customer requirements.
- Serve as a mentor and trainer to other team members in technical oriented roles
Qualifications:
- Minimum of 10 years working in a Service Desk environment – preferably with large-scale IT Managed Services Providers
- Bachelors’ Degree in Computer Science, Business, or related job experience
- Experience supporting & troubleshooting VMware vSphere, Windows Server 2012-2019, Active Directory, Azure Active Directory, Office365, Outlook/Exchange, Endpoint Management (RMM) Windows 10
- Extensive experience with Azure and O365 cloud-based platforms
- Established track record in enterprise systems management
- Experience working at an enterprise scale as well as architecting an enterprise architecture
- Strong expertise and troubleshooting skills with virtualization, servers, storage, public cloud, networking, and security
- Strong business acumen and a drive toward business growth
- Experience leading systems architecture, technologies, and methodologies
Required Skills:
- Excellent communication and troubleshooting skills
- Excellent organizational and time management skills
- Ability to work both independently and as a member of a team
- Ability to learn fast, absorb knowledge and apply newly learned information
- Ability to self-study and engage in independent work to increase job related knowledge and skills
- Able to lead systems architecture, technologies, and methodologies
- Ability to troubleshoot with virtualization, servers, storage, networking, and security
- Ability to be disciplined to work remotely and communicate clearly
- Familiarity with the small-medium business (SMB) market and mid-market
- Relevant certifications to their area of expertise
- Superior customer support and problem management skills
Preferred Skills and Qualifications:
- Microsoft: Delve, Intune Device Management, Exchange, Outlook, Power BI, Project Online, SPE, SharePoint, Skype, VoIP and Cloud PBX/PSTN
- Third Party RMM Solutions, Endpoint Management
- Microsoft MCP/MCITP/MCSA Office 365 certification or equivalent knowledge and experience.
- Azure Solutions Architect and Administrator, AWS Solutions Architect, VMware VCP, Cisco Meraki CMNA
- Azure Solutions Architect Expert Certification
Certifications Required:
- Required within 6 months of hire:
- Meraki ECMS 1, Azure Administrator Associate Certifications
-
Required within 12 months of hire
- ECMS 2 within 12 months
Unique Requirements:
- Must be available to work overtime and holidays
- 10% travel as needed to meet with customers
Additional Information:
FLSA: Exempt
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
Source: Indeed.com
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