Systems Engineer

Impact is a leading national managed services provider specializing in IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Overview The TOC Systems Engineer will be part of the Impact Networking MIT organization under Service Operations and will provide world‑class customer support and technical expertise for Impact Networking customer environments. Customer support will center around systems infrastructure and desktop computing following Impact’s incident, request, and change management processes. Experience in IT support, effective team participation, and a demonstrated ability to understand customer needs, drive business practices, and work collaboratively in a fast‑paced, dynamic environment where customer service skills are utilized daily are expected. Responsibilities Provide world‑class customer support and technical expertise for Impact Networking customer environments. Handle server, workstation, and application incidents, change orders, and service requests by restoring service, resolving issues, and closing cases. Coordinate with customers, internal teams, and external vendors as needed. Customer and core infrastructure monitoring: Learn alarm management platforms, functions, and terminology. Verify validity of alarms and follow troubleshooting procedures as outlined. Work with remote locations on verification and resolution of alarms. Follow outlined procedures for customer notification, escalation, and technical network interfaces, building familiarity with the client base (customer intimacy). Review system requirements and engineering concerns associated with customer requests such as equipment configuration, and operational impact. Perform system configuration changes, root cause analyses, and proactive measures to address chronic and emerging systems problems. Act as a technical training resource and escalation point for peers and internal teams while maintaining accurate technical documentation and systems diagrams. Review logs and performance reports to identify potential problems and take proactive measures to mitigate them. Maintain technical expertise and required industry certifications and stay current with new and emerging systems technologies. Watch the video below to learn more about our Managed IT division! Qualifications Minimum of 3 years of industry experience in a production support role for an enterprise or managed service provider (MSP) environment. Solid operational support experience and technical troubleshooting skills. Strong working knowledge of virtualization technologies and integration with storage platforms. Strong experience and knowledge with various systems & desktop based operating systems, including: Windows Server ESX/VMware Windows Clusters Active Directory Network configuration IP addressing Routing DNS Proficiency in cloud platforms like Microsoft Azure & AVD Backup and Disaster Recovery tools like Datto SAN Connectivity Demonstrated experience preferred: ITIL and Service Management Experience with N-Able RMM Knowledge of HaloPSA Platform Proficiency with documentation management platforms Must have working knowledge of event and incident management systems including support for Incident, Change, and Request for Information requirements. Strong communication skills and customer‑service focus. Excellent time‑management skills. Excellent writing and verbal communication skills. Ability to communicate and work directly with customers to identify and resolve technical issues. Ability to execute sound judgment and take initiative. Ability to work under pressure and manage multiple priorities. Desirable Education / Certifications Microsoft Technology Associate (MTA): Windows Server Administration Fundamentals Microsoft Certified Solutions Associate (MCSA): Windows Server Microsoft Certified: Windows Server Hybrid Administrator Associate Microsoft Certified: Modern Desktop Administrator Associate Microsoft Certified: Identity and Access Administrator Associate CompTIA Server+ CompTIA Security+ Bachelor’s degree in business management, Computer Science, or equivalent work experience Why Join Us? Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time. At the heart of everything we do are our core values, which guide how we work, grow, and succeed together. Innovation: We embrace change because innovation lives outside the comfort zone. Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact. Honesty: We are fiercely transparent and consistently honest. Fun: We fuel work with fun, knowing life's too short for boring. Low Ego: We champion ideas over titles, because brilliance knows no rank. One Team: We win as a team, we lose as a team, we are one team. Benefits Up to 20 days of PTO Up to 7 paid sick days 12+ paid holidays Paid parental leave Comprehensive health, disability, life, dental, and vision plans 401(k) & retirement plans Tenure incentives: 5‑year (Tiffany & Co. gift card), 10‑year (Rolex watch), 20‑year ($20,000 check) Continued education reimbursement Ongoing training & development opportunities The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. At Impact, compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $80,000–$100,000. Join us at Impact, where your ideas matter, your growth is supported, and your work creates real change. Let’s build something incredible together! #J-18808-Ljbffr Impact Networking, LLC