Systems Support Engineer II

Systems Support Engineer II

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback. Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• Creativity — You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value "brainstorming" as an expression.
• Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• Integrity — You willingly receive and give feedback; you are open about what's working and what needs to improve; you admit mistakes openly and share learnings widely.
• Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• Purpose — You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
• Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
• Selflessness — You are considerate when searching for new and different ideas; you seek what's best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

Red River is seeking a Systems Support Engineer II to join our growing team! This position will work onsite with one of our clients in Ft Lauderdale, FL. This person provides premium IT support and workplace technology services to senior executives, high-profile employees, and key stakeholders within the organization. This role requires strong technical expertise, excellent communication skills, and a customer-first approach to ensure seamless technology experiences both for VIP and office-based users. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification, and resolution activities, as well as growing and developing the organization's perception by the customer through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies, management, and maintenance processes.

Minimum Education/Certification/Experience Requirements:

• Certifications such as ITIL, Microsoft Certified: Modern Desktop Administrator, Apple ACSP, or CompTIA A+
• Experience supporting C-level executives or high-profile clients and their administrative assistants
• Background in enterprise-level corporate environments
• Expertise in Windows, macOS, iOS, and Android environments
• Strong knowledge of networking, VPNs, and enterprise security practices
• Experience with ITSM tools (ServiceNow, Jira, etc.) and remote troubleshooting tools

Preferred Education/Certification/Experience:

• 5+ years of experience in IT support, workplace technology, or a related field
• Familiarity with AV systems, video conferencing solutions, and executive meeting room technology
• Exceptional customer service, problem-solving, and communication skills
• Ability to handle high-pressure situations and deliver solutions quickly
• Knowledge of cybersecurity best practices and multi-factor authentication (MFA)

Knowledge, Skills and Abilities:

• Technical Support & Troubleshooting : Diagnose and resolve hardware, software, and network issues across desktops, laptops, mobile devices, and AV equipment. Offer proactive maintenance to prevent IT disruptions, including software updates and system optimizations. Manage and troubleshoot collaboration tools (Microsoft Teams, Zoom, Slack, etc.) and productivity applications (Microsoft 365, Google Workspace). Ensure secure and seamless remote access for VIPs using VPNs, mobile device management (MDM), and security protocols.
• Executive & VIP Support : Provide onsite and remote IT support for board meetings, conferences, and high-profile events. Offer personalized IT concierge service, including tech training and proactive issue resolution. Manage and configure high-end AV equipment, conference room systems, and digital displays. Act as a trusted IT advisor, understanding VIPs' work styles and technology preferences. Understand and represent the Red River brand to VIP customers.
• Asset & Incident Management : Validate the inventory of VIP devices, ensuring timely upgrades and replacements. Manage IT incidents and requests using a ServiceNow, prioritizing VIP needs. Coordinate with the Service Delivery Manager, vendors and internal teams for escalations and advanced troubleshooting.
• Security & Compliance : Ensure compliance with customer IT security policies, including data protection and device management. Educate VIP users on cybersecurity best practices and implement multi-factor authentication (MFA). Work closely with customer security teams to monitor and mitigate risks related to VIP IT usage.