Remote Systems Engineer I

Summary

Join our team as a Systems Engineer at Venn, providing advanced technical support to end users of our technology stack, and be responsible for the timely resolution and/or escalation of client technical issues.

Requirements

• 3+ years working in a Support/Service/Systems Administrator role
• Bachelor’s degree in Computer Science, Information Technology, or related degree preferred
• Excellent customer service skills and ability to build rapport with users
• Windows Server and Desktop administration experience
• Experience in third-party application support
• Understanding of Active Directory, Group Policy, NTFS
• Understanding of e-mail routing, filtering, archiving
• Knowledge of networking technologies including TCIP/IP, DHCP, DNS, VPN, NAT
• Solid understanding and operational experience in high availability, high performance systems
• Experience in utilization of native and third-party troubleshooting tools
• Experience in vendor management and interaction
• Ability to prioritize competing tasks, multi-task, and maintain attention to detail
• Strong communication skills and ability to articulate complex solutions and strategies to global customers and teams at all levels
• SOS (See It, Own It, Solve It attitude)
• CompTIA certifications: A+, Network+ or Security+
• Microsoft certifications: MCP, MCSA, MCSE or MCDBA
• VMWare certifications: VCP or VCAP-DCA
• AWS certifications: AWS Certified Cloud Practitioner or AWS Certified Solutions Architect – Associate
• Hands-on experience with SQL Server or other database engines
• Hands-on experience with Exchange or other mail systems
• Hands-on experience with Firewalls
• Hands-on experience with VMWare and/or AWS
• Experience with both Mac and Windows

Responsibilities

• Provide a high level of service in all customer interactions
• Provide remote user support for Cloud/Citrix based issues
• Evaluate and handle incoming requests via telephone and ticket queues
• Troubleshoot, diagnose, and resolve various technical issues
• Maintain customer lifecycle documentation
• Thoroughly document progress and solutions within the ticketing system
• Work with other technical teams to resolve and/or escalate issues
• Build rapport with customers, end users, and co-workers
• Be available for weekly on-call rotation