Senior Systems Engineer

Purpose of the Position

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The Senior Systems Engineer perform hands-on Tier 3 support of complex systems and taking ownership to oversee trouble resolution for customer issues. Establish best in class support processes and mentor lower tiers support personnel, ensuring maximum capability and proper operations, of all 5Q owned or operated systems. The role is responsible to ensure server availability, infrastructure reliability, backup, patching and data protection in a timely and efficient manner and to monitor and maintain server infrastructure used to provide and perform services provided by 5Q.

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Essential Duties and Responsibilities

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• Network Operations Center (NOC) 24x7x365 support activities

• Recommend, document, implement, execute & measure support processes and tools

• Ability to help our clients in the planning, migration and ongoing support of their existing email systems from on-premises Exchange systems to new Office 365 tenants

• Track record of successfully working within a trouble ticketing system.

• Recent experience with techniques and procedures to identify, analyze & mitigate malware threats

• Coordinate implementation & support efforts between 5Q Support Operations and Third-Parties

• Identify automation opportunities and implement solutions in deployment, monitoring, resiliency, telemetry, backups & restore, patching and more

• Ability to work independently as well as in a team environment

• Perform server upgrades, integration, rebuilds and other projects

• Accountable for Backup, Patching, Recovering (RTO, RPO) planning, execution and maintenance

• Virtualization & Hypervisors operation, networking, and troubleshooting

• Understand and can update and develop scripting and data querying tools

• Software and hardware installation, configuration, integration & support

• Mentor team members, evaluating better ways to resolve issues, enhance tools & processes Including tools that facilitate deployment & decommissioning of infrastructure hardware at scale

• Identify issues and analyze trends and systemic issues for appropriate corrective action(s), displaying effective communication when something is identified

• Assist with process improvements and inform best practices in data center operations

• Be the go-to server hardware technical resource for 5Q Partners

• Understanding of MSP organizational structure and capability to work with cross-functional teams

• Strong presentation and documentation skills

• Perform other duties as assigned

Knowledge, Skills, and/or Abilities Required

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• Demonstrated proficiency with Microsoft Exchange Server (Ver. 2010, 2013 & 2016)

• 3+ years of PowerShell Scripting

• Microsoft Windows Server (Ver. 2008 R2, 2012 R2 & 2016)

• 5+ years working with Microsoft centric environments

• Experience with various system management tools like SCCM, vCenter, etc

• 5+ years of Systems Engineer experience

• Prefer Bachelor’s degree with major coursework related to Computer Science; or, an equivalent combination of education and experience

• Ability to learn and support new technologies.

• Requires sound interpersonal skills.

• Passion for and commitment to customer satisfaction

Physical Demands/Work Environment

• Ability to use a keyboard to enter and retrieve data.

• Must have good eyesight to view computer monitor and phone.

• Lifting and/or carrying of 15-30 lbs. or more.

• Willing to travel <20%