SolarWinds Orion Engineer

Summary

Join New Era Technology as a System Engineer and deliver high-quality IT services to clients, including consulting, troubleshooting, and support for various network technologies. You will optimize productivity, prioritize tasks, resolve network issues, manage tickets, and communicate effectively with clients. This role requires strong troubleshooting skills, broad-based knowledge of various technologies, and excellent communication abilities. The position demands 3-5 years of experience as a Systems Engineer and proficiency in troubleshooting and configuring various systems. Occasional on-site visits and on-call responsibilities are expected. New Era offers a team-oriented culture, continuous training, and competitive benefits.

Requirements

• Possess outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, and Client/Server issues
• Demonstrate strong, broad-based knowledge of VM, hardware, operating systems, patching, backup, security protocols, basic understanding of network protocols, and remote management tools
• Communicate effectively and professionally with all customer contacts
• Provide clear written communication for ticket/project updates
• Maintain clear written communication to organize and control information related to customer tickets and assignments
• Possess excellent verbal skills for customer interaction
• Demonstrate excellent documentation skills
• Maintain a dedication to providing exceptional customer service
• Be proficient in all aspects of the core technical requirements
• Possess strong team collaboration skills
• Have 3-5 years’ experience as a Systems Engineer
• Be able to troubleshoot, analyze, and configure VMware, O365, backups, desktops, Windows, and client/server environments across a variety of operating systems
• Have a proven track record and experience with Microsoft, Mac, and Virtual services
• Participate in planning and execution of new and existing equipment hardware and firmware upgrades, including patching
• Possess working technical knowledge of current network hardware, protocols, and internet standards
• Have a strong background with ticketing systems and work tracking
• Have 2+ years in a customer-facing role, MSP preferred
• Have 2+ years working with SaaS products

Responsibilities

• Deliver world-class support services to ensure customer satisfaction
• Optimize productivity while working on customer tickets or projects
• Prioritize work effectively through ticket and project status management
• Troubleshoot and resolve network issues, escalating when necessary
• Maintain ticket quality control and manage tickets effectively
• Provide excellent customer service through phone, video, and email communication
• Perform occasional on-site visits to nearby customers (less than 5%)
• Participate in on-call responsibilities/rotation as needed
• Contribute to process improvement initiatives
• Maintain detailed documentation of customer environments

Preferred Qualifications

• Possess Microsoft Certifications
• Have experience with Intune, ConnectWise, Automate, or N-Able
• Hold virtualization technology certifications (Azure, VMware, and AWS)
• Have experience with MSP tools like IT Glue

Benefits

• Competitive benefits
• Full-time position working 40 hours per week
• Potential for overtime hours
• Occasional travel (less than 10%)
• Pay Range: $100,000 — $120,000 USD