Systems Engineer 1

About the role

Systems Engineer I

Managed IT Solutions | Full-Time

Role Overview

The Systems Engineer I supports customer accounts by helping keep technical systems running smoothly. Working with guidance from senior engineers, this role analyzes service tickets, troubleshoots and investigates issues to maintain and improve system performance, responds to customer requests and concerns, and installs and updates hardware and software components. This position is an entry point into the engineering team, with a focus on building hands-on technical skills and strong customer service habits.

Core Functions

Project Support: Assist senior engineers with project tasks from kickoff through completion, delivering assigned work with quality and on time.

Customer Relations: Act as a professional, responsive point of contact on assigned tickets and tasks, building trust and keeping customers updated on progress.

Technical Ownership: Take ownership of assigned duties, seek feedback, and look for ways to improve while building skills with guidance from senior staff.

Success Driver: Contribute to customer satisfaction and operational efficiency by combining growing technical expertise, dependable project support, and clear teamwork.

Key Responsibilities

• Support new project deployments, both onsite and remotely, under the direction of a project lead or senior engineer.
• Work alongside project team members to complete assigned tasks and meet project expectations.
• Implement system upgrades and updates for customers following established procedures.
• Troubleshoot customer issues thoroughly, complete customer-facing tasks with guidance from senior engineers, and escalate complex or unresolved problems when needed.
• Investigate and resolve problems within customer networks and IT systems using established troubleshooting methods.
• Communicate proactively with team members regarding task status, availability, and blockers.
• Identify potential upsell opportunities during the lifecycle of a service ticket and pass them to the appropriate account or sales contact.

Qualifications

• Foundational knowledge of computer systems, hardware, and software, with the ability to apply that knowledge to routine support tasks.
• Security Solutions: Foundational familiarity with EDR and XDR; SentinelOne exposure preferred.
• Cloud Productivity: Foundational familiarity with cloud administration tools; Intune, Entra ID, and Azure exposure preferred.
• VoIP and Communication Systems: Basic familiarity with phone system support; 3CX and/or RingCentral exposure preferred.
• 2+ years of helpdesk or technical support experience preferred. We value demonstrated skills over time served.

Ability to use established troubleshooting methods to investigate routine technical issues, document findings, and resolve problems within assigned responsibilities. Recognizes when an issue requires senior engineer support and escalates it with relevant details.

• Ability to work collaboratively in cross-functional teams and communicate technical information effectively to technical and non-technical stakeholders.
• Ability to organize assigned deployment and support tasks, meet agreed deadlines, and communicate progress or blockers. Works with the project lead or senior engineer to prioritize competing requests.
• A relentless focus on providing excellent customer service.

Compensation and Benefits

Competitive base salary based on experience

Bonus and commission programs

• Paid Time Off (PTO)
• Volunteer Paid Time Off (VTO)
• 100% employer-paid family health insurance premium
• 100% employer-paid disability insurance
• 100% employer-paid dental and vision insurance
• 401(k) with annual Safe Harbor contributions from the company
• Profit-sharing opportunities