Summary: Location: Wilmington, DE
Diamond Technologies, a Managed Services Provider (MSP), is looking to hire a Systems Engineer to join their Diamond Edge Level 2 / Network Infrastructure Team. This candidate will be responsible for utilizing his/her skills to provide assistance to a diverse managed service client base to resolve technical problems that cover a multitude of technical disciplines. You will be part of a talented team of engineers that deliver mission-critical infrastructure that ensures the highest levels of availability, performance, and security to our clients. You will be responsible for managing and responding to support tickets and ensuring timely resolution. Candidates should be highly organized, resourceful, and capable of working independently with little direction from management.
All systems engineer positions will be on a rotating shift schedule for providing after-hours (nights and weekends) support to our clients. You should also expect to occasionally work non-standard hours to support patching, installation, and emergency service. Candidates must have a clean driver’s license, be willing to travel to the client site, and ability to lift up to 50 lbs.
Education and Certification Requirements:
- Bachelor’s Degree: BS/MS in Information Technology, Computer Science or Computer Security and Information Assurance is required
Preferred Certifications:
- Microsoft MCP, MCSA, MCSE or MCITP
- Cisco CCIE or CCNP or CCNA,
- Juniper JNCP or JNCIE,
- SonicWall CSSA
- VMware VCP, Citrix CCEA or CCIA
- AWS (Cloud Practitioner, Solutions Architect or Security)
- Certified Wireless Network Administrator (CWNA)
Responsibilities
- Provide remote (from Wilmington, DE corporate office) and in-person IT support to clients as needed
- Provide IT Support relating to issues with internal systems and network infrastructure
- Support services for Microsoft technologies: Windows Server, Exchange, SQL, SharePoint, etc.
- Support services for virtualization technologies: VMware and Microsoft
- Technical support at the network level: WAN/LAN connectivity, routers, firewalls, security
- Administer hosted & cloud solutions for clients
- Implementation and support of disaster recovery solutions
- Remote access solution support: VPN, Citrix, and Terminal Services
- Respond to tickets from remote monitoring and management (RMM) system alerts/notifications
- Creating flowcharts, diagrams, and ongoing documentation for client systems and workflows
- Communicate with clients to keep them informed of incidents, changes, or planned outages
- Keep management aware of issues and escalate items in a timely manner
- Continual improvement of internal processes and procedures
- Develop methods and implement solutions that provide automation, using a combination of scripts, software, and processes.
- Maintain time/expense entries, complete training, scheduled dispatches, projects, and tickets
- Review IT publications and online materials to stay up to date on current/future technologies.
Technical Job Requirements:
Minimum three (3) - five (5) years of professional experience supporting, but not limited to:
- Virtualization technologies from VMWare or Microsoft: Installing and administration of virtualization environment, HA and DRS, security, virtual networking, resource monitoring and performance tuning
- Network connectivity and design for both LAN and WAN topologies, including routers, firewalls, and managed switches from Enterprise vendors such as Cisco, Juniper, Datto, FortiGate, SonicWall. This should include vLANs, wLANs, OSI Network Layers, NAT, firewall rules, routing, and VPNs.
- Enterprise storage solutions: SAN and NAS support using iSCSI, FCP, FCoE and NFS
- Microsoft Windows, Microsoft Office Suite, Office 365, Mac OS, Linux
- On-premises or cloud backup solutions: Barracuda, MS Azure, Acronis, Nakivo or Datto
- Wireless Access Points: Aruba, Cisco, Ubiquiti, or Meraki
- Microsoft Exchange, Microsoft SharePoint, and Microsoft Windows Server (including SBS)
- Terminal Services and Desktop Virtualization: Microsoft RDS, Citrix XenApp, NetScaler
- Various Antivirus software packages
- Mobile handheld devices, thin clients, printers, and other end-user devices
- Advanced Administration of Active Directory and Microsoft server technologies
- Office 365 cutover, staged and hybrid migrations
- Monitoring and maintaining computer systems and networks, server hardware, and related technology
- Internet-related technologies, including DNS, registrars, SSL/TLS, web-hosting providers
- Utilize best practices and problem resolutions
- Linux systems and administration high desired
Non-technical Job Requirements:
- Ability to work closely with clients and internal team to participate in projects or scope analysis
- Takes an active role in learning new technologies and takes advantage of career development opportunities as presented to progress to higher level positions
- Ability to recognize potential improvements within our organization or on behalf of a client and to take the lead on providing the steps necessary to initiate the change
- Ability to represent the company properly and professionally when providing on-site client support, which may include multiple day engagements over a period of time, keeping the image and reputation of the company in mind during client exchanges
- Excellent customer service and communication skills handled in a courteous, professional, and confident manner focused on assessing, documenting and relaying information related to technology issues
- Ability to work at a high level independently, utilizing other resources with good judgment
- Ability to provide procedural documentation, relevant reports, and technical diagrams of systems and processes, and at the same time, the aptitude to follow such documentation provided by others
- Has high initiative and takes ownership of issues, demonstrating strong attention to detail and work ethic
- Must set a positive example both technically and professionally within the team
- Must demonstrate strong and consistent client and relationship management skills by rapidly establishing a good working rapport with clients and other professionals and vendors
- Must demonstrate strong time management skills: respond within agreed time limits while prioritizing and managing many open cases at one time
- Ability to make clients feel positive about their support experience regardless of the outcome
- Ability to follow internal procedures and consistently document ticket troubleshooting and resolution steps
- Ability to work assigned tickets/projects from start to finish
- Talk clients through a series of actions, over the telephone, through email, or face-to-face to help set up systems or troubleshoot/resolve issues
- Highly effective in diagnosing and troubleshooting system and network problems - including solving hardware or software faults and replacing parts as required
- Liaise with vendors and other IT personnel for problem resolution
- Support the roll-out of new applications as well as testing and evaluating new technologies
Please note that any offer of employment is contingent upon a background check and drug screen. Salary is commensurate with experience.
Job Type: Full-time
Pay: $105,846.42 - $113,480.36 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
- Vision insurance
Compensation package:
Experience level:
Schedule:
- Monday to Friday
- On call
- Weekend availability
Ability to commute/relocate:
- Wilmington, DE: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
