System Engineer
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Summary
Systems Engineer/Analyst providing IT end-user support: answers technical-assistance requests via phone, email, and chat, manages incidents in ServiceNow, and troubleshoots desktops, laptops, mobile devices, Cisco phones, VPN/RSA access, O365/Teams, and ESX-hosted virtual machines. Requires flexibility for rotational shifts.
The Systems Engineer - Analyst will respond to technical assistance requests, manage incidents, and act as a liaison between users and technical teams. The role requires troubleshooting expertise in various technologies and flexibility to work in rotational shifts.
Key Responsibilities
- Respond to requests for technical assistance by phone, email, chat.
- Manage incidents and problems in the incident management system.
- Act as a liaison between users and technical escalation teams.
- Follow-up on open incidents and provide status updates.
- Escalate problems to appropriate teams when required.
- Maintain hygiene in ticket documentation and overall ticket quality.
- Identify and learn appropriate software and hardware used by the firm.
- Encourage users to use self-help resources and demo common issue solutions.
- Troubleshoot technical issues related to desktops, laptops, mobile devices, Cisco Phones.
- Configure and troubleshoot virtual computers hosted via ESX servers.
- Troubleshoot Microsoft Office applications suite including Teams, O365.
- Troubleshoot issues related to VPN, RSA SecurID, corporate applications on mobile devices.
- Troubleshoot issues related to Cisco Phones, IP Phones, Jabber, Zoom.
- Work extended hours when business needs.
- Flexibility to work in rotational shifts and week offs.
- Ability to work under high pressure.
Must-Have Skills
- Mobile Device Management
- Intune
- Active Directory
- Servicenow
- Microsoft Office
- Cisco
- Strong Communication Skills
Nice-to-Have Skills
- RSA
- Vendor Management
- VPN
- Documentation
- Incident Management
- Networking