IT Service Alignment Engineer / Systems Engineer
Rehmann
- Michigan
- Permanent
- Full-time
- Enter service requests accurately into appropriate tracking systems
- Escalate service requests based on client / company based standards and timeframes
- Take proactive action to avoid hardware, software and network issues
- Work alone or as part of a team to troubleshoot complex system failures and hardware, software and network issues
- Conduct root cause analysis on chronic tickets to eliminate ongoing issues
- Develop, compile, test and deploy customer scripting to user specifications for problem resolution
- Schedule and perform proactive maintenance and back ups of systems, taking measures to avoid the pain of downtime and poor performance of their systems
- Manage, maintain and control Framework Active Directory
- Assign user privilege; manage group shares and home directories; administer file system management, backups, process control, user administration and device management
- Manage and maintain systems including: Exchange, SQL, RDS and IIS
- Provide DNS, Active Directory, Group Policy Objects (GPO) and LDAP configuration
- Provide functions including print server configuration, performance optimization, and where applicable, install and support printers and storage peripherals
- Research and install current patches
- Assist Virtual CIOs in monthly reporting
- High school diploma required; college degree preferred
- 7+ years of relevant experience, including consulting or client interactions
- Minimum of two mid-level certifications (e.g. MCSE-Microsoft, VCP or VCAP - VMWare, CCDP-Cisco)
- Demonstrated working knowledge of TCP/IP networking, Microsoft Office 365, Exchange and Microsoft Operating Systems and network virtualization
- Ability to work well in a team environment
- Ability to communicate with engineers with varying levels of expertise
- Unwavering integrity in all situations
- Commitment to upholding the highest standards of customer service at all times
- Commitment to take the steps necessary to remedy less than excellent service outcomes
- Ability to shift gears and implement new topics and processes quickly to address emerging informational needs
- Ability to adapt to various personality types and adjust communication accordingly to ensure clarity and positive outcomes
- Excellent written and verbal communications skills
- Empathy and ability to provide relevant answers suitable to clients at various stages in the service process
- Ability to manage multiple priorities and deadlines
- Ability to locate, track, organize and summarize information
- Excellent troubleshooting skills
- Ability to build relationships and ask questions that elicit responses and engage others in discussion
- Willingness to coach and train others
- Willingness to travel