ICE Technologies Hiring for System Engineer Job at Carroll, IA Full Time

Title: System Engineer Level 1

Location: Carrol, Iowa

Who we are:

At ICE Technologies, an excellent IT service experience is the primary product we provide to our clients. Whether performing proactive maintenance, reactive support, or scope-based project services, ICE Systems Engineers are responsible for delivering IT solutions with the highest standards of service, quality, and efficiency so that every interaction results in a positive outcome for the client and for ICE Technologies. The Systems Engineer 1 level has a focus on addressing user requests, supporting desktop hardware and peripherals, and performing proactive maintenance to head off potential problems before they impact the client.

Accountable For:

Providing reactive technical support:

• Working service tickets as assigned by dispatcher
• Utilizing appropriate tools and resources to resolve IT problems
• Escalating tickets to next-level technical resources as needed or prescribed by SLA
• Staying current with general industry knowledge and technologies used by ICE clients
• Participating in after-hours on-call support rotation as assigned

Performing proactive maintenance:

• Working from recurring checklists to ensure appropriate maintenance and security of client IT systems as prescribed by managed services contracts
• Monitoring and maintaining backup and archive jobs, troubleshooting backup failures, and performing periodic test restores to ensure recoverability of client data
• Monitoring client IT systems and responding as needed to failures and alerts
• Deploying hardware and software patches and updates

Participating in delivery of technical projects:

• OS configuration, software installation and physical deployment of workstations
• Assisting with physical installation and “hands on” support for server and network projects
• User account creation and software installation for onboarding, migration and upgrade projects
• Working from project plans to meet scope, schedule and budget requirements

Maintaining accurate documentation:

• Creating and updating documentation of client systems, passwords and configurations
• Documenting problem resolutions in knowledge base system for future reference
• Documenting work performed and problem resolutions in service tickets using standard note templates
• Accurate, detailed and real-time entry of time worked and expenses incurred

Communicating with clients and team members:

• Communicating in a clear, concise and professional manner with clients and team members across all modes of communication
• Choosing the appropriate communication medium for the message and audience
• Responding to email and voicemail messages in a timely manner
• Proactively communicating with customers about the status of service tickets and project tasks

Desired Qualifications

• Intermediate knowledge of desktop hardware, operating systems and applications
• Basic knowledge of Microsoft server operating systems
• Basic knowledge of IP networking and security
• Basic knowledge of email and collaboration tools
• Intermediate knowledge of printer and scan to folder configuration
• Basic knowledge of firewall configuration – helps with firmware upgrades
• Technical certification (A+, Associate Degree in Applied Science) or equivalent combination of education and experience – 10 yrs. IT experience (B/F & home networks)
• Aptitude for technical troubleshooting and general problem-solving
• Basic knowledge of backup solutions (BA, SP, and Macrium)

Specific Technologies

• Microsoft 365 & Exchange Online
• Microsoft desktop operating systems (Windows 10+)
• Microsoft server operating systems (2012+)
• Antivirus/Anti-malware technologies (Sophos, Trend Micro, Symantec, SentinelOne) – S1 training/experience opportunity
• Firewalls (Fortinet, Sonicwall)
• Switches (Fortinet, Netgear, HP)
• Wireless (Cisco, Meraki, Ubiquiti) – firewall/wifi interface – training opportunity
• Client-access VPN (Cisco AnyConnect, Sonicwall, Fortinet)

BENEFITS:

We love collaborating and working together as a team. Our benefits include healthcare, 401K fund contribution, paid-time-off, long-term disability, and a family atmosphere of caring and concern for each team member.

EQUAL OPPORTUNITY EMPLOYER

We are proud to be an equal opportunity employer – and celebrate our employees’ differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

Job Type: Full-time

Pay: From $24.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Carroll, IA 51401: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have experience working directly for an MSP company?

Work Location: One location