Systems Engineer in Boston

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Job DescriptionJob DescriptionSalary : $60k-$80k-$110k

CMIT Solutions of Cambridge is the premier IT services franchise in the US. Our goal is to be the IT business partner of small to medium sized businesses by offering technical leadership and services to our customers with a focus on providing innovative solutions and delivering exceptional customer service.

Position : SYSTEMS ENGINEER

CMIT Solutions is seeking a knowledgeable Systems Engineer to support, participate and guide the efforts of our technical team as our business grows and we expand the services we offer to our clients.

The Systems Engineer will provide escalated technical support to end-users and Service Desk Level 1 resources through the department's telephone support line, including software setup, configuration and troubleshooting. Provide coordination and communication of Service Desk and Network Operations Center resources and coordinate site visits with end user site management. Manage ticket escalations and production crisis situations of client systems.

The best candidates for this position will have good verbal and written communication skills. You must be willing and able to effectively document work performed by yourself and others, and to explain solutions that you propose. You will be interacting with a wide variety of clients for whom technical jargon is not their primary . You must be able to effectively explain technical issues, solutions and status to clients in a manner that they understand and appreciate.

Core Duties & Responsibilities

• Responsible for communication and coordination of Service Desk and NOC resources
• Provide second level technical support for end-users and level 1 Service Desk.
• Call back customers in a timely manner to trouble shoot and resolve problems not handled by tier one support.
• Utilize stored information and documentation to help resolve issues
• Research outstanding users issues and document resolutions to users issues
• Define policies and procedures for troubleshooting for hardware, software and infrastructure issues.
• Prioritize and escalate problems within given guidelines
• Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication and deployment of new technology.
• Act as the escalation point person for the Service Desk when necessary.
• Triage calls to appropriate groups if call cannot be resolved at level two
• Occasional after hours and weekend work to cover On Call responsibility.
• Work with Site support on specific site support issues and procedures.
• Perform other duties as assigned by management.

Experience & Skills Requirements

Qualifications

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