Role Snapshot

Main Responsibilities

Systems Engineering & Infrastructure Support

·       Implement, administer, and troubleshoot Windows Server, Active Directory, DNS, DHCP, Group Policy, file services, print services, and related infrastructure components.

·       Support Microsoft 365, Entra ID, Exchange Online, SharePoint, Teams, endpoint management, identity, and hybrid cloud environments.

·       Deploy, maintain, and troubleshoot virtualization, storage, backup, disaster recovery, and high-availability solutions.

·       Perform server migrations, operating system upgrades, application infrastructure changes, and environment standardization projects.

·       Review system health, security posture, performance, and capacity trends and recommend corrective action.

Network Engineering & Security Operations

·       Design, implement, maintain, and troubleshoot LAN, WAN, wireless, VPN, firewall, routing, switching, and SD-WAN environments.

·       Diagnose complex network connectivity, performance, authentication, DNS, routing, firewall, and remote access issues.

·       Assist with network segmentation, secure remote access, firewall policy reviews, and implementation of security best practices.

·       Support telecommunications and IP telephony environments where required.

·       Maintain accurate network diagrams, configuration documentation, change records, and implementation notes.

Project Implementation & Technical Quality

·       Participate in technical discovery, requirements gathering, solution planning, and implementation activities for client projects.

·       Translate approved Statements of Work into practical technical implementation plans and task-level execution steps.

·       Prepare and maintain technical design documents, deployment plans, migration plans, runbooks, and client-facing documentation.

·       Perform technical quality assurance reviews to confirm that implemented solutions align with approved architecture, scope, security requirements, and operational standards.

·       Work closely with Project Managers to identify dependencies, risks, timelines, milestones, and resource needs.

Escalation, Troubleshooting & Service Delivery

·       Serve as a senior escalation resource for complex systems, network, cloud, and security incidents.

·       Own assigned technical issues through resolution, including root-cause analysis, remediation, documentation, and communication.

·       Follow established escalation, change control, documentation, time entry, and service delivery procedures.

·       Proactively alert project management, account management, and service leadership to risks, recurring issues, customer concerns, and recommended solutions.

·       Maintain awareness of client environments, standards, known issues, installed platforms, and business-critical systems.

Customer Communication & Technical Leadership

·       Develop and maintain strong working relationships with customer technical contacts, business stakeholders, and customer liaisons.

·       Communicate technical issues, options, risks, and recommendations clearly to both technical and non-technical audiences.

·       Support customer meetings, technical reviews, project status discussions, and post-implementation knowledge transfer.

·       Demonstrate strong customer-facing skills, including professionalism, negotiation, conflict resolution, and crisis communication.

·       Provide technical training and handoff documentation to customers following implementations.

Mentoring & Continuous Improvement

·       Share technical knowledge, standards, lessons learned, and best practices with other engineers and analysts.

·       Mentor junior and mid-level engineers by providing technical guidance, review, and escalation support.

·       Stay current on infrastructure, cloud, cybersecurity, networking, and managed services technologies through training, certifications, professional associations, vendor resources, and industry research.

·       Identify opportunities to improve service delivery, automate repetitive work, reduce risk, increase reliability, and improve customer outcomes.

Decision Making

·       Recommends technical approaches for client systems, network, cloud, and security implementations.

·       Makes senior-level troubleshooting and implementation decisions within approved scope, change control, and escalation procedures.

·       Advises midsize and enterprise customers on practical technology decisions, operational tradeoffs, risk reduction, and implementation priorities.

·       Escalates architectural, commercial, contractual, or scope-related decisions to appropriate leadership, project management, or account management resources.

Working Relationships & Contacts

Required Qualifications

·       5+ years of hands-on systems, network, infrastructure, or managed services experience; 10+ years preferred.

·       Advanced understanding of server and network environments and how business applications operate within those environments.

·       Strong Windows Server administration experience, including Active Directory, DNS, DHCP, Group Policy, file services, and related Microsoft infrastructure technologies.

·       Advanced understanding of LAN, WAN, TCP/IP, routing, switching, VPN, firewall, wireless, and remote access concepts.

·       Experience supporting Microsoft 365, Entra ID, Exchange Online, SharePoint, Teams, identity, security, and endpoint environments.

·       Experience with virtualization, backup, disaster recovery, monitoring, patching, and infrastructure lifecycle management.

·       Ability to troubleshoot complex technical issues across systems, networks, endpoints, cloud services, and security platforms.

·       Strong documentation, time management, prioritization, and organizational skills.

·       Professional presentation, written communication, and phone manner.

·       Ability to work independently while collaborating effectively with engineers, analysts, project managers, account managers, and customers.

Preferred Qualifications

·       College degree in Information Technology, Computer Science, Engineering, or related field, or equivalent work experience.

·       Microsoft, Cisco, Fortinet, VMware, security, or cloud certifications preferred but not required.

·       Experience in a Managed Services Provider or consulting environment.

·       Experience with IP telephony, SD-WAN, network security, endpoint security, compliance-driven environments, and business continuity solutions.

·       Experience preparing technical architectural documents, implementation plans, and operational runbooks.

Core Competencies

Work Environment

·       Hybrid office, remote, and customer-site work depending on business and customer needs.

·       Some travel to customer locations required.

·       Rotational after-hours, weekend, or holiday support may be required based on customer needs and project schedules.

·       Other duties may be assigned as business needs evolve.