Sr. Network Systems Engineer 

This role is responsible for ensuring client satisfaction in every step of problem resolution through responding to tickets created by the Help Desk and automated system alerts. Systems Engineers are required to track detailed information about each client's service request in an on-line ticketing application and client knowledge base.

Essential Duties and Responsibilities:

The Sr. NetWork Systems Engineer will have significant knowledge and experience in hardware/software/network concepts, tools, and support best practices.  This knowledge and experience will be used to support various hardware and software products, including but not limited to Microsoft Windows Server, Microsoft SQL Server, Microsoft Exchange Server, Backup Software, Anti-Virus and Anti-Spyware products, and various client-specific applications. The Systems Engineer will also be responsible for supporting all network equipment and connectivity to the client, including routers, firewalls, vpn concentrators, storage and other devices.

The Systems Engineer will be responsible for participating in an integrated team of service delivery professionals. This team may consist of Help Desk Technicians, system and network engineers, and IT Managers. Working within this team approach is critical to the success of this position and communication between and across teams is critical to providing the client with a superior service. The following duties and responsibilities are essential for this position:

·         Respond to Systems Engineer Level II support issues within agreed service levels.

·          Follow procedures for providing proactive service delivery, including application server patches, data   backups, network configuration and security changes.

·         Good communication skills including the ability to interface with clients as necessary

·         Create procedures that document best practices when working with particular software/hardware/network tools or troubleshooting problems. 

·         Follow escalation points for specific problems

·         Work with monitoring applications and suggest improvements to monitoring and reporting systems as appropriate.

Qualifications and Requirements:

Education and Soft Skills

·         B.S. in Computer Science preferred

·         Good oral and written communication skills

·         Exceptional analytic and problem solving skills

·         Ability to work independently with minimal supervision

·         Ability to work successfully  with an integrated support team

Technical Skills

·         Windows 2008 Server Technology Specialist or MCSE 2003

·         Cisco Certified Network Administrator (CCNA) or equivalent

·         5+ years supporting Microsoft Windows Server 2008/2003

·         5+ years supporting Microsoft Exchange Server 2007/2003

·         2+ years supporting Microsoft SQL Server 2008/2005

·         5+ years experience with Microsoft desktop O/S and Office applications

·         5+ years experience with Server and PC Hardware

·         5+ years experience with Switches, Routers and Firewalls

·         5+ years experience with Data Backup Systems

·         5+ years experience with IP Networks, DNS and Routing

·         3+ years experience with SNMP and WMI

·         3+ years experience with Network Monitoring and Management Tools

·         2+ years experience with Virtualization Technology

·         Experience with Anti-virus,  Anti-spyware, Content Filtering Software

·         Experience with Linux Servers a plus

Performance Requirements:

·         Maintains knowledge required to perform the systems engineer position.

·         Works effectively with other members of the organization to troubleshoot client issues.

·         Participates in weekly team meetings with systems engineering staff.

·         Participates in developing procedures and suggesting improvements to existing procedures.

·         Documents all contact with the systems or clients in the trouble-ticketing application. Updates all information within the client knowledge base as appropriate.

Knowledge:

·         Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications.

·         English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

·         Mathematics - Knowledge of arithmetic, algebra, and their applications.

·         Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Skills:

·         Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

·         Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

·         Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

·         Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

·         Speaking - Talking to others to convey information effectively.

Abilities:

·         Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.

·         Oral Expression - The ability to communicate information and ideas in speaking so others will understand.

·         Written Comprehension - The ability to read and understand information and ideas presented in writing.

·         Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.

·         • Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

·         Written Expression - The ability to municate information and ideas in writing so others will understand.

 General