Systems Engineer

Empowering Businesses. Enabling Success.

At Visual Edge IT, we help organizations nationwide harness the power of technology to work smarter, stay secure, and grow stronger. From managed IT services and cybersecurity to print solutions and document workflow, we deliver innovative, customized strategies that give our clients the edge in an ever-changing business landscape. Our nationwide network combines the personalized service of local teams with the strength and resources of a national leader-ensuring that every client gets both technology that works and people who care.

With more than two decades of experience and a team of over 1,000 technology professionals, we pride ourselves on building partnerships that go beyond service contracts. When you join Visual Edge IT, you become part of a collaborative, solutions-driven culture where your expertise helps shape the future for businesses across the country. Together, we don't just solve technology challenges-we create opportunities for success.

Role and Responsibilities

The Tactical Field Engineer serves as an escalation point for the Service Desk when on-stie presence is required, next level support is required, or when a specific skillset is needed to resolve a customer's issue. Performs remote troubleshooting through diagnostic techniques and pertinent questions to offer the best solution to the customer based on the nature of the issue and details provided. Assesses the issue to determine if on-site presence is required for resolution. This resource manages the ticket handling process for their customers and effectively uses team resources to drive tickets to resolution, maintain performance metrics, and ensure customer satisfaction. Occasionally also provides technical leadership to the team and organization.

General Duties

• Maintain customer equipment to the highest standards.
• Walk customers through the problem-solving process as needed.
• Provide customers with the highest level of service by employing prompt responses and effective communication.
• Record events, problems, and resolutions in ticketing system.
• Manage customer tickets and use team resources to ensure customer satisfaction and ticket metrics are achieved.
• Represent Visual Edge Technology professionally to all involved parties including customers, prospects, and outside vendors or partners.
• Adherence and commitment to Visual Edge Technology Core Values.
• Timely and accurate completion of reports and documentation.

Technical Responsibilities

Requirements

Preferred Technical Certifications and Experience

One or more of the following :

At Visual Edge IT, we are proud to provide :

Work-Life Balance

We promote a healthy work-life balance for employees by offering competitive pay, PTO, and seven paid holidays per year. We are always reviewing and finding new ways to support our employees' unique needs.

Career Path

We encourage growth from within. We seek outside candidates who are driven that we can nurture along a career path and we hire / promote internally. We also have opportunities to develop talent through training programs.

Insurance Benefits

We offer multiple plans to choose from to fit your individual needs. We offer Medical, HSA, Dental, Vision, Short term disability, long term disability, voluntary life insurance, employee assistance program, and wellness programs. We provide all of our employees a $25k life insurance policy at no cost to our team members.

401K

Visual Edge gives employees access to a 401k program and offers an employer match benefit. Visual Edge IT will match 100% of an employee's contribution up to the first 3% and will provide an additional 50% match on the next 2% of the employee contribution.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Pay Range : $75,000 - $90,000 per year