Systems Engineer

Marietta, Georgia 30062

Post Date: 10/18/2017 Job ID: 13623 Industry: IT Pay Rate: 75000
 
Our client  offers custom IT solutions to build and operate complete physical and virtual infrastructures. They serve as the  provider-of-choice for end-users from small to medium-sized businesses, educational, non-profit and government organizations.

Overview:

The Systems Engineer will be responsible for overcoming and removing all technical barriers throughout the sales process. This will involve contribution to the development of estimates and action plans for SMB customers throughout the US, implementing field services work, and communicate. The Systems Engineer will also be responsible for the Department' s general research and analysis, as well as completion of special projects. This position reports to the Director IT Services.

Position Accountabilities:
  • Internal IT
  • On-Site & Remote Services
  • Special Projects
  • Pre-Sales Engineernig
  • Tier III Technical Support
  • Administration
  • Help Desk Support
  • Installation


Responsibilities:

Internal IT Support:
  • Install and configure new server and storage hardware, peripherals, services, settings and directories in accordance with Company standards and project requirements
  • Reinstall and configure existing server and storage hardware, peripherals, services, settings and directories in accordance with Company standards and project requirements
  • Repair and recover from hardware or software failures
  • Coordinate and communicate with impacted constituencies
  • Ensure all projects and functions are performed accurately, and completed in a timely and efficient manner
  • Balance customer expectations and internal needs
  • Develop and maintain installation, configuration, and recovery procedures
  • Contribute to and maintain system standards
  • Research and recommend innovative, and where possible, automated approaches for system administration tasks
  • Identify approached that leverage Company resources and provide economies of scale


On-Site & Remote Services:
  • Work with customers to resolve issues involving on-site and/or remote services to ensure customer satisfaction
  • Effectively communicate with customers, providing detailed information regarding service requests
  • Resolve escalates service issues that cannot be completed within agreed service levels
  • Follow up with customers to obtain feedback and ensure satisfaction
  • Track and update all incoming service requests (phone, email and in-person) within the appropriate ticketing system
  • Clearly document and report incident details and solutions through appropriate communication methods
  • Facilitate, manage and track all SLA support cases
  • Identify customer requirements and expectations in order to recommend/upsell specific parts and/or services


Special Projects:
  • Complete assigned operations projects in a timely manner
  • Complete assigned internal IT projects in a timely manner
  • Assist and present assigned topics in the Company' s quarterly boot camp classes


Pre-Sales Engineering:
  • Engage with current and prospective customers to identify infrastructure opportunities
  • Engineer hardware, software, and services solutions for small and mid-market IT environments
  • Propose, develop, and validate technical solutions
  • Establish customer technical relationships to facilitate rapid adoption of Company' s hardware, software and services offerings
  • Serve as primary contact for assisting the Sales Department with diagnosing and solving customers' technical issues
  • Promote the highest level of customer satisfaction
  • Serve as the primary technical resource for the Sales Department
  • Meet product and service quotas and revenue targets
  • Support sales efforts through on-site meetings, group presentations, and marketing activities
  • Track all sales opportunities completely and effectively via Company databases


Tier III Technical Support:
  • Provide Tier III support at the request of various internal and external constituencies
  • Work 24/7 " on-call" support duty to resolve customer technical issues
  • Independently perform or assist in customer root cause analysis in real-time production or virtual environments
  • Investigate and troubleshoot hardware and software issues in partnership with the Operations Department
  • Gather and analyze data related to hardware and software issues
  • Evaluate impact and resolve or escalate issues
  • Provide exceptional internal and external customer service
  • Respond to end user requests and issues in a timely fashion
  • Continually seek out process improvements and recommend ideas to leadership
  • Track all issues completely and effectively via Company databases


Administration:
  • Professional Development
    • Maintain leading-edge knowledge of virtualization, networking, major OEM software products, and associated technologies
    • Remain current on new developments in the areas of software, hardware, networks, telecommunications, and IT processes
    • Attend conferences, seminars, and training sessions to maintain competency level
    • Complete certification milestones in a timely manner
  • Marketing & Business Development
    • Build brand awareness among current prospective customers
    • Compose monthly Techie Tips and blogs related to industry trends and Company offerings
Job Requirements
  • Bachelor’ s degree in Engineering, Computer Science or related field--degree in process acceptable
  • SMB pre-sales experience
  • Networking or virtualization software pre-sales experience
  • Hardware or software implementation and system deployment experience
  • Possess an in-depth understanding of enterprise server and storage market trends
  • Possess an in-depth understanding of technical needs for the SMB
  • Ability to listen to, understand, and articulate customer needs and pain points
  • Possess a previous history of building technical customer relationships for rapid solution adoption
  • Comfortable generating and presenting technical solution proposals in-person and over the phone
  • Enthusiasm for being in a customer-facing, sales-focused role
  • Self-motivated with strong analytical and problem-solving skills
  • Excellent written and verbal skills
  • Strong organizational skills
  • Ability to work in a dynamic, startup-like environment and be a self-starter that requires minimal supervision
  • Strong work ethic and leadership qualities
  • Ability to work consistent 40-hour weekday schedule, plus have flexibility to work additional evenings and weekends as meetings and events are scheduled
  • Valid driver' s license and reliable car to transport equipment and implement technical projects
  • Be able to lift or move 50 pounds


Preferred Certifications:
  • MTA IT Infrastructure
  • MCSE Server Infrastructure
  • MCSE Private Cloud
  • VMware Technical Sales Professional 5
  • MCSA Windows Server 2008 or 2012
  • MCSA SQL 2008 or 2012
  • MCSE SharePoint
  • CCNA Routing and Switching
  • CCNA Data Center
  • CCDA

Amber Meredith


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