Corsica Technologies | Expert IT Services for Business

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Systems Engineer

Job Title
Systems Engineer
Job ID
27430020
Work From Home
Yes
Location
Augusta,  GA 30904
Other Location
Description

Our clients rely on the IT services we provide so they can serve their customers/clients, employ their staff, and add value to their communities. Increasing client confidence through timely, professional, friendly, and knowledgeable remote-support service is paramount to being the IT Leader we strive to be. Additionally, Corsica depends on the efficiency of IT Service Management team members to keep costs low. The purpose of the Systems Engineer is to provide client-centered, efficient, and effective level 3+ remote support to Corsica clients. By efficiently and effectively resolving complex IT issues, the Systems Engineer will help minimize downtime and disruptions within client environments, which in turn will further build trust between Corsica and our clients. 

Responsibilities 

  • Classify and triage escalated incidents, problems, and complex requests.  

  • Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible.  

  • Troubleshoot and resolve problems reported by two or more users as quickly as possible.  

  • Manage the impact, risk, and implementation of complex client change requests.  

  • Follow standard operating procedures as documented in the knowledge management system.  

  • Assist in creating and updating knowledge articles to be used by other service desk personnel.  

  • Work with the team and escalate as needed with the assistance of management.  

  • Maintain and update system documentation and service ticket records.  

  • Stay up to date on the latest technologies through ongoing education. 

Competencies and Qualities  

  • Able to function effectively in a high paced environment.   

  • Have the ability to understand the perspective of the client in all service interactions.   

  • Must make effective use of time and complete tasks efficiently and on time.   

  • Able to work with a team, communicate effectively, and have a high attention to detail.   

  • Must meet client and corporate expectations for attendance, quality, and performance.   

  • Must have advanced experience with each of the following:  

  • System hardware, software, and operating systems.  

  • Networking concepts such as TCP/IP, DNS, and DHCP.  

  • Active Directory and Group Policy administration.  

  • Switches, firewalls, and advanced infrastructure.  

  • Server applications such as SQL Server and RDS.  

  • Must have intermediate experience with each of the following:  

  • Cloud solutions such as Office 365 and Google Apps.  

  • Cloud-based data-centers such as Azure and AWS.  

  • Voice technologies and phone systems.  

Education, Experience, and Certifications 

  • Must have at least a high school diploma or GED. Associates degree or better is preferred.  

  • A minimum of 8+ years of professional ITSM experience is required. MSP experience is preferred.  

  • At least 3 certifications from leading vendors such as Apple, CompTIA, or Microsoft are required.   

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