Job Description
The Systems Engineer (T2) works in and manages customer server environments and their infrastructure. This is a technical role acting as a point of escalation for the Tier 1 support team and is responsible for entry level automation, issue prevention and on-site customer support. The incumbent carries out changes that have significant impact and improvement to a customer that would not be handled by the Professional Services team as a project.
Responsibilities include helping customers, troubleshooting and resolving issues, effectively diagnosing issues, monitoring and resolving IT systems hardware and software issues, working with 3rd party vendors, participating in new client onboarding projects, providing end user training, configuring server environments and infrastructure, setting up new complex devices, making changes to existing systems, and coaching Tier 1 System Engineers.
The role also involves analyzing tickets, recommending improvements, tracking time accurately, prioritizing workload, completing certification roadmaps, and collaborating with internal and external teams.