Systems Engineer

Buffalo, NY 14225

Posted: 01/16/2020 Employment Type: Permanent Industry: IT Job Number: 1432

Job Description

Lighthouse is seeking a full-time permanent Systems Engineer in Buffalo, NY.  

 

The SYSTEMS ENGINEER for Lighthouse Services Organization is a technical engineering position for LIGHTHOUSE’s consulting, managed services and professional services offerings. The SYSTEMS ENGINEER will primarily work with LIGHTHOUSE customers to assure timely resolution of tickets/incidents, performing IMACD service requests for Lighthouse Managed Services Customers, implementing new IT solutions, and executing/delivering on project/scope requirements with an emphasis on customer satisfaction. The SYSTEMS ENGINEER will report to and take direction from the Lighthouse IT Director.

 Summary of Essential Job Duties:

Lighthouse Services Organization SYSTEMS ENGINEER Role Responsibilities

  • Execute/participate in Lighthouse Services Organization onboarding services
  • Monitor and respond to alerts generated by Lighthouse Services Organization monitoring and reporting systems for the Customers end user, systems and network environments
  • Respond to Customer IMACD service requests in support of end user, systems and network environments
  • Execute project tasks as directed by the IT Director/Lead Technical Engineer or Project Manager
  • Compile and review Monthly SLA and Historical reports as well as Quarterly Business Review reports
  • Participation in the Lighthouse Services Organization on-call rotation
  • Perform as 3rd level customer technical support as assigned by the NOC or Service Desk
  • Perform maintenance and administrative tasks as directed or assigned
  • Perform onsite routine daily activities for the customer (per our customer contract)
  • Maintain certifications e.g. Microsoft, VMware, EMC, Cisco, Dell, HP, SonicWall and related certifications as required
  • Work with Customer vendors and manufactures to resolve assigned incidents and service requests
  • Document operational, configuration, or other procedures.
  • Assist fellow team members in support of our clients across solutions.
  • Submit detailed records in a timely manner (tickets, reports, time sheets, expenses etc.).
  • Participate in presales and marketing activities in support of LIGHTHOUSE objectives
  • Perform all responsibilities in alignment with the core values of the Company.

LIGHTHOUSE Internal IT SYSTEMS ENGINEER Role Responsibilities

  • Respond and resolve all escalated internal IT service tickets (incidents and service requests)
  • Ensure that the Lighthouse Services Organization monitors LIGHTHOUSE internal systems, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
  • Ensure that backup operations are completing successfully and periodically test restoration to ensure the integrity of the back and restore process.
  • Provide 3rd level support/other support as assigned by the Lighthouse Service Desk, NOC or IT Director Investigate and troubleshoot issues.
  • Perform OS patches and upgrades on a regular basis.
  • Document operational, configuration, or other procedures.
  • Perform periodic performance reporting to support capacity planning.
  • Perform ongoing performance tuning, hardware upgrades and resource optimization as required.

Knowledge & Skills:

  • Demonstrated experience in remediating issues related to technologies we support.
  • Demonstrated experience using ticketing systems for internal and customer reported issues.
  • Support experience in a NOC and field services environment.
  • Knowledge of system analysis techniques and methodologies.
  • Be current with vendor offerings and technology.
  • Possesses a high degree of system level troubleshooting.
  • Ability to thrive in a challenging, fast-paced environment.
  • Self-starter with a focus on quality work, balanced with achieving results within acceptable timeframes.
  • Ability to effectively communicate with customers, coworkers, vendors, and management. Present a positive professional image to all levels of the organization.
  • Ability to effectively work independently and in a team environment managing a range of customers and technical situations.
  • Forward-looking, innovative, enthusiastic, and ambitious team player, high performer.
  • Ability to easily interface with external and internal stakeholders using a solutions-oriented approach.
  • Strong verbal and written communication, customer facing skills, and a can-do attitude are required.
  • Excellent customer service and customer management skills with the ability to articulate technology to all levels of the business.
  • Maintain SLA (Service Level Agreement) standards.

 Technical:

  • Field experience implementing and supporting Operating Systems, Server, Storage, Network, Video Conferencing, Unified Communications and security technologies
  • Experience with virtualization Microsoft Hyper-V and VMware solutions
  • Experience in datacenter networking converged and hyperconverged infrastructure such as UCS, Nexus, Unified Fabric and other traditional networking technologies a plus
  • Experience with Dell/EMC, HP, Pure, Netapp, EqualLogic, Compellent and other storage solutions a plus
  • Experience with applications like QuickBooks, SAP, Oracle, SQL a plus
  • Experience in Windows, Linux, IOS, and Android
  • Experience in end user device (PC’s Mobile, Print, Scan and Fax) troubleshooting, setup, and administration
  • Experience in cloud based backup solutions e.g. Backup as a Service, Datto, Veeam,
  • Experience in on premise to Cloud migrations e.g. Azure and AWS a plus
  • Wireless, and LAN protocols and networking experience
  • Telecom experience a plus
  • Video Conferencing experience a plus

 Educational/Experience Requirements:

  • Associates Degree in (Information Technology) or equivalent experience in a related field. BS/BA in technical discipline (i.e. Computer Science, Information Technology) a plus
  • 3+ years of IT work experience
  • Systems, Networking and or Security certifications highly desirable

 Physical Demands:

  • While performing the duties of this job, the employee may be regularly required to sit: use hands to fingers, reach with hands and arms and lift certain IT equipment.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  • While performing the essential duties of this job, the employee is regularly required to operate standard office equipment (including computer, telephone, copier, and fax machine)
  • Must have a valid drivers licence

 Work Environment:

  • 100% Customer facing.
  • Off hours work required.
  • Available for emergency response as needed.

 

Job Requirements

Knowledge & Skills:

  • Demonstrated experience in remediating issues related to technologies we support.
  • Demonstrated experience using ticketing systems for internal and customer reported issues.
  • Support experience in a NOC and field services environment.
  • Knowledge of system analysis techniques and methodologies.
  • Be current with vendor offerings and technology.
  • Possesses a high degree of system level troubleshooting.
  • Ability to thrive in a challenging, fast-paced environment.
  • Self-starter with a focus on quality work, balanced with achieving results within acceptable timeframes.
  • Ability to effectively communicate with customers, coworkers, vendors, and management. Present a positive professional image to all levels of the organization.
  • Ability to effectively work independently and in a team environment managing a range of customers and technical situations.
  • Forward-looking, innovative, enthusiastic, and ambitious team player, high performer.
  • Ability to easily interface with external and internal stakeholders using a solutions-oriented approach.
  • Strong verbal and written communication, customer facing skills, and a can-do attitude are required.
  • Excellent customer service and customer management skills with the ability to articulate technology to all levels of the business.
  • Maintain SLA (Service Level Agreement) standards.

 Technical:

  • Field experience implementing and supporting Operating Systems, Server, Storage, Network, Video Conferencing, Unified Communications and security technologies
  • Experience with virtualization Microsoft Hyper-V and VMware solutions
  • Experience in datacenter networking converged and hyperconverged infrastructure such as UCS, Nexus, Unified Fabric and other traditional networking technologies a plus
  • Experience with Dell/EMC, HP, Pure, Netapp, EqualLogic, Compellent and other storage solutions a plus
  • Experience with applications like QuickBooks, SAP, Oracle, SQL a plus
  • Experience in Windows, Linux, IOS, and Android
  • Experience in end user device (PC’s Mobile, Print, Scan and Fax) troubleshooting, setup, and administration
  • Experience in cloud based backup solutions e.g. Backup as a Service, Datto, Veeam,
  • Experience in on premise to Cloud migrations e.g. Azure and AWS a plus
  • Wireless, and LAN protocols and networking experience
  • Telecom experience a plus
  • Video Conferencing experience a plus

 Educational/Experience Requirements:

  • Associates Degree in (Information Technology) or equivalent experience in a related field. BS/BA in technical discipline (i.e. Computer Science, Information Technology) a plus
  • 3+ years of IT work experience
  • Systems, Networking and or Security certifications highly desirable

 Physical Demands:

  • While performing the duties of this job, the employee may be regularly required to sit: use hands to fingers, reach with hands and arms and lift certain IT equipment.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  • While performing the essential duties of this job, the employee is regularly required to operate standard office equipment (including computer, telephone, copier, and fax machine)
  • Must have a valid drivers licence

 Work Environment:

  • 100% Customer facing.
  • Off hours work required.
  • Available for emergency response as needed.

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