Posted 6 months ago

Systems Engineer II

General Information

  • Job Title: Systems Engineer II
  • Location: 7015 College Blvd., Suite 300, Overland Park, KS, 66211  |  United States
  • Employee Type: Regular Full Time
  • Job Category: Managed Services
  • Travel: 20%
  • Manage Others: No

Contact Information

Name: Trent Giddings
Phone: (913) 647-0231
Email: tgiddings@choicesolutions.com

Job Description

The Managed Services team is responsible for providing post-sales support to Choice Solutions internal environment, Choice Cloud tenants, and Managed Services business customers who have managed services contracts/agreements.   Services range from managing hardware to fully managed solutions encompassing any or all of the following technologies: physical and virtual backup systems management, Cloud hosted solutions, server architecture, VMware, Citrix VDI, Nutanix, etc.

The Systems Engineer II position is assigned to the Core Team and is responsible for management of the Core ticket queue and related SLA’s.  Engineers are responsible for the overall system health of customer environments and develop and manage the strategic planning of customer infrastructure lifecycles.  This position involves critical duties and responsibilities that must continue to be performed during crisis situations and contingency operations, which may necessitate extended hours of work.

Technical Responsibilities:

  • Complete tickets escalated to Core to maintain zero violated SLA’s and/or due dates
  • Administer, maintain and upgrade backup solution(s) and customer infrastructure on a regular schedule
  • Create and maintain knowledge base articles and all documents related to customer environments
  • Perform after-hours duties on an on-call and as-needed basis
  • Intermediate Virtual and/or Cloud experience with the Azure, VMware, Nutanix, or Citrix technologies
  • Responsible for the administration of IT Portal and overseeing of proper documentation/relationships
  • Implement, configure, test and maintain operating systems, application software, and system management tools both internally and externally
  • Assist in the development of IT Portal, LinkedIn Learning and overall training guides
  • Collaborate with the SOC team to mitigate, patch, and harden customer infrastructure
  • Provide 2nd and 3rd level support
  • Proactively ensure the highest levels of systems and infrastructure availability
  • Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
  • Maintain customer uptime, consistent backups, and redundancy strategies
  • Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks
  • Partner with vendors and other IT personnel for problem resolution
  • Provide Incident Response (IR) support when analysis confirms actionable incident
  • Integrate and share information with other engineers and other teams
  • Help customer organization and management of the business applications
  • Achieve and maintain required certifications and complete additional training programs for continued growth
  • Review and approve change controls
  • Manage and monitor all on-boarded systems and infrastructure to your best ability
  • Local travel to customer sites and up to 20% of travel out of town for conferences, customer onboarding, customer support, etc.
  • Other responsibilities as assigned

 

Managed Services Requirements & Expectations:

  • Will be available via Slack, email, and phone to provide timely answers to team members, vendors, and customers
  • Must report to the Choice Solutions HQ location in Overland Park, KS office during the assigned shift
  • Perform after-hours duties on an on-call rotation and as-needed basis
  • Must have or obtain a laptop for business use to provide seamless mobility in the office and remote access
  • Assist the team where required by actively working on customer issues, handling calls, assisting other team members in issue resolution, etc.
  • Contribute to the ongoing development of the Managed Service function by sharing knowledge, experience, and expertise with other team members
  • Interact with the Service Delivery Team, Professional Services Engineers, and Account Managers to provide our customers with the Choice Experience
  • Must directly interact with various customers
  • Experience within a Multi-Tenant Managed Service environment
  • Ability to work within a team, both in-person and virtual media outlets for remote contacts
  • Capable of managing own workload with minimal supervision to meet tight deadlines
  • Detail-oriented and process driven and to see tickets through to resolution and/or escalation
  • Bi-lingual is a plus

 

Choice Solutions Requirements & Expectations:

  • Express a positive and confident, can-do attitude
  • Dependable, adaptable, flexible, and a team player
  • Personal dedication to training and development
  • Excellent organizational and problem-solving skills
  • Strong oral and written communications skills
  • Professional appearance, attitude, and communication
  • Timely delivery of required internal documents such as time sheets and expense reports
  • Maintain confidentiality in all aspects of client, staff, and agency information
  • Able to deal with challenges and issues in a professional and supportive manner

Requirements

This is a customer focused hands-on role in which the Systems Engineer II will be expected to handle and resolve customer issues in both a proactive and reactive manner. This specific role is for a resource with a strong background in virtualized environments and/or Citrix. This role will be a part of the Tier 2/3 escalation team and will have a work shift consisting of Monday through Friday, from 7:00 a.m. to 4:00 p.m. CST (minimum).

  • Good academic standing with a degree in either Information Technology, Business Studies, Computing, etc. and/or 5 to 8 years of relevant experience
  • Enterprise level experience with strong focus around process and procedure.
  • Proven working experience in installing, configuring and troubleshooting virtual-based environments
  • Experience with RMM tools and/or automation scripts, such as ConnectWise Automate
  • Solid networking knowledge
  • Should be proficient and certified in at least one of the following: Citrix, VMware, Nutanix, Infrastructure, Operating Systems
  • Must possess strong technical, quantitative, and analytical skills
  • Build on customer satisfaction and relationships

Summary

Choice Solutions is a technology company with a consultative foundation. Its primary focus is to provide its customers with Choices when solving their complex business challenges. Jim Steinlage, President & CEO, has grown Choice Solutions into an elite organization through his servant leadership style and passion for technology. The company currently serves over 700 companies across 34 states.

Choice Solutions is bridging the gap between digitally transformative technologies and workplace experiences, which drive productivity and profitability for our customers. Not only do we help our customers explore the possibilities, but we transform the workforce experience. Thus, selecting the right innovative technology to empower the business today and tomorrow is critical to our mission.

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