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The Senior Systems Engineer is responsible in managing advanced technical issues across client environments, including servers, networks, and applications. This role serves as a senior escalation point, ensuring timely resolution of complex incidents while maintaining system stability and client satisfaction.
Job Description:
• Acts as the primary escalation point for Service Desk and Level 1/2 support teams.
• Diagnoses and resolves complex issues across Windows servers, Exchange environments, and network infrastructure.
• Troubleshoots Office 365 and Active Directory-related issues, including user access and configuration concerns.
• Investigates and resolves advanced technical issues involving storage systems, virtualization, and security threats.
• Performs root cause analysis and implements corrective and preventive solutions for recurring incidents.
• Provides remote support using monitoring and ticketing systems, ensuring adherence to SLAs and resolution timelines.
• Logs, tracks, and manages incidents, service requests, and escalations with accurate documentation.
• Monitors incident trends and proactively identifies opportunities for system and process improvements.
• Supports and maintains server environments, including Windows Server and Exchange platforms.
• Configures and troubleshoots virtualization environments (VMware and Hyper-V).
• Installs, configures, and manages firewall and network systems (e.g., Fortinet, Cisco ASA, SonicWall).
• Supports WAN/LAN connectivity, DNS, EDI, MPLS, and broadband configurations.
• Troubleshoots hardware, software, and peripheral issues, including desktop systems and workstations.
• Performs system installations, upgrades, patching, and maintenance activities.
• Maintains system performance through monitoring, updates, and capacity management.
• Collaborates with internal teams and stakeholders to resolve technical issues and improve service delivery.
• Communicates technical issues and resolutions clearly to both technical and non-technical users.
• Ensures compliance with company standards, documentation requirements, and security protocols.
• Participates in on-call rotation to support business-critical systems and urgent escalations.
• Performs other technical duties and special projects as assigned.
Qualifications:
• Minimum of five (5) years of experience in server, network, or systems engineering/support roles.
• Experience with Microsoft Exchange (2010/2013/2016) and Office 365 administration.
• Experience with virtualization technologies (VMware, Hyper-V).
• Experience configuring and managing firewalls (Fortinet, Cisco ASA, SonicWall).
• Knowledge in network technologies (WAN/LAN, DNS, MPLS, EDI).
• Demonstrates advanced knowledge of Windows Server environments (2008–2016 or similar).
• Demonstrates strong knowledge of Active Directory and related services.
• Demonstrates familiarity with wireless technologies and security protocols.
• Demonstrates strong problem-solving and analytical skills in complex technical environments.
• Demonstrates ability to manage multiple priorities and work within SLA-driven environments.
• Demonstrates strong customer service orientation and ownership of issue resolution.
• Clear and coherent both written and verbal communication skills in English.
