United States onlyAbout Net at Work
Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology.
Through the integration of ERP, HCM and/or CRM solutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com.
About this Position
The Net at Work Service Desk has a strong customer centric focus while providing excellent technical services. Every team member on the Service Desk must possess a service first mindset, robust technical skillset and ability to meet the client where they are to ensure customer satisfaction consistently ends in a positive experience. Clients have a very diverse range of IT infrastructure and services including Windows and Linux Servers, robust network designs, Cloud Productivity Suites (Microsoft 365 / Google Workspace), Software as a Service (SaaS), Desktop as a Service (Daas), Mobile Device Management (MDM), EDR/MDR Security products and backup solutions.
The Senior Systems Engineer (SSE) is the highest technical position on the Net at Work Service Desk. The Senior Systems Engineer will be responsible for tier 3 escalations of service tickets and lead technical action plans during major incidents. The role is the Subject Matter Expert (SME) and owns Change and Problem Management for a subset of clients. Documentation will be a major focus of this role and the Senior Systems Engineer will ensure all client-related documentation is accurate and legible for assigned clients. As a technical Subject Matter Expert, the Systems Engineer will assist with auditing Client Infrastructure and Services on a quarterly basis to assist with limiting operational downtime for assigned client.
Job Responsibilities
- Technical Service Delivery
o Responsible for resolving tickets escalated from the Systems Engineering (L2) team.
o Participate in weekly on-call rotation to resolve any Priority 1 or Priority 2 incident outside of business hours
o Technical ownership during Major Incidents to diagnose root cause and provide technical guidance to efficiently resolve incident
o Create or modify technical documentation to better assist the Service Desk
o Manage a daily queue of incidents and requests within PSA system while meeting Service Level Agreement (SLA) requirements
o Promote growth by mentoring and coaching lower level(s) of support
o Track billable time worked against Managed Service Agreements
- InfrastructureManagement
o Properly follow Change Management process and make high impact infrastructure changes including but not limited to Group Policy, Microsoft 365, VMware, Hyper-V, Azure, networks, etc.
o Focus on Problem Management by Identifying and designing resolutions for recurring incidents
o Audit and perform health assessment on managed client’s IT infrastructure and services on a quarterly basis
- ClientStewardship
o Subject Matter Expert for assigned clients to guide Service Desk and Account Management teams from a technical standpoint
o Create and maintain client specific infrastructure, services and process related documentation
o Technical advisor to Technical Account Manager for client service delivery items
Job Requirements
- 2-3 years of experience managing and troubleshooting Microsoft Windows Server operating systems and included services such as Active Directory, Group Policy, DHCP, DNS, Remote Access, Exchange etc.
- 2-3 years of experience troubleshooting and/or managing Microsoft 365 services including Exchange Online, SharePoint Online, Azure AD, etc.
- 2-3 years of experience troubleshooting and/or managing Google Workspace cloud suit1-2 years of experience troubleshooting and/or managing physical server infrastructure.
- Moderate understanding of networking services and protocols including by not limited to TCP/IP, DNS, DHCP, vLANs and VPNs.
- 1-2 years of experience troubleshooting virtualization platforms including VMware, Microsoft Hyper-V.
- 1-3 years of experience managing firewalls.
- 1-2 years of experience troubleshooting macOS devices.
- 2-3 years of experience troubleshooting end user related hardware including but not limited to Windows 10/11 workstations, thin clients, VoIP phones, mobile devices (iOS and Android), etc.
- 2-3 years of experience troubleshooting and/or managing network print environments.
- 2-3 years of experience troubleshooting and/or managing email security and understanding how email flows across the internet.
- Excellent communication skills and ability to provide detailed updates to clients regarding incidents and/or requests.
Additional Experience Helpful but Not Required:
· AZ-800 or equivalent Certification
· 1-2 years of experience managing Datto BDR appliances
· 1-2 years of experience managing Cisco Umbrella (Web Security)
· 1-2 years of experience managing Barracuda Cloud Security products
· 1-2 years of managing endpoints and policies within CrowdStrike
· 1-2 years of troubleshooting or managing Line of Business applications (QuickBooks, Sage, Dynamics etc.) software
Customer Requirements
This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function.
Compensation and Benefits
Base salary range: $80,000 to $115,000.
This position is also eligible for a bonus in accordance with the terms of the Company's plan.
Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.
We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life:
- Health and Welfare (Medical, Dental, Vision)
- Accident, Critical Illness, and Hospital Indemnity
- Employee Assistance Program (EAP)
- Life and AD&D Insurance
- Short- and Long-Term Disability Insurance
- Flexible Spending Accounts
- Transportation and Parking Accounts
- Health Savings Accounts (with company contribution)
- Retirement Planning (401k with matching contribution)
- Legal Benefits
- Identity Theft Protection
- Pet Insurance
- Wellness Program Offerings
- Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
- 8 Paid Holidays per year, including 1 floating holiday.
The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
The Company expects to accept applications for this position until July 17, 2025 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.
EOE/Diversity & Inclusion Statement
Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.
Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.
