Copy of Systems Engineer I

Position Summary

As a Systems Engineer I, you will play a key role in delivering high-quality technical support to our clients and ensuring their IT systems operate efficiently and effectively. You will be responsible for diagnosing and resolving technical issues, providing timely and effective solutions, and delivering an exceptional client experience. This role requires a strong customer service mindset, technical aptitude, and the ability to work both independently and collaboratively.

Key Responsibilities (Essential Functions)

• Provide technical support to clients via phone, email, remote support tools, and onsite visits.
• Diagnose and resolve hardware, software, Microsoft 365, and network-related issues in a timely and efficient manner.
• Deliver exceptional customer service while supporting clients both remotely and onsite.
• Collaborate with fellow engineers and cross-functional teams to ensure client needs and project requirements are met.
• Demonstrate initiative, sound judgment, and adherence to established procedures when addressing client issues.
• Escalate complex technical issues to senior engineers or specialized teams when appropriate.
• Install, configure, maintain, and support hardware and software systems.
• Maintain accurate documentation of technical support interactions, troubleshooting steps, and issue resolutions.
• Stay current on industry trends, emerging technologies, and best practices.
• Travel to client sites and StoredTech office locations as needed (estimated up to 50%).
• Perform additional duties as assigned by management to support organizational goals and client success.

Required Qualifications

• 1-3 years of experience in a technical support, help desk, or IT support role.
• Experience troubleshooting Microsoft 365 environments.
• Strong knowledge of Windows operating systems.
• Experience troubleshooting hardware, software, and network-related issues.
• Valid driver's license and reliable transportation.
• Ability to travel to client locations as required.

Skills & Competencies

• Strong foundation in IT concepts, hardware, software, networking, and troubleshooting methodologies.
• Proven ability to analyze technical issues, identify root causes, and implement effective solutions.
• Excellent communication and interpersonal skills with a customer-first approach.
• Ability to work both independently and collaboratively within a team environment.
• Strong organizational and documentation skills.
• Commitment to delivering a high level of customer satisfaction and service excellence.

Preferred Qualifications

• Experience working in a Managed Service Provider (MSP) environment.
• Familiarity with virtualization technologies, including VMware and Hyper-V.
• Exposure to cloud platforms such as Microsoft Azure and AWS.
• Technical certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or similar certifications are a plus.

Work Environment & Physical Requirements

• Regularly communicate with clients and team members via phone, video conferencing, email, and in person.
• Perform computer-based work for extended periods and sit and/or stand for up to eight hours per day.
• Move throughout office and client environments to install, maintain, and troubleshoot equipment.
• Lift, carry, or assist in moving equipment weighing up to 50 pounds.
• Frequently use hands and manual dexterity for technical support and equipment installation tasks.
• Occasionally bend, reach, crouch, and work in confined spaces when supporting client environments.
• Work in office, client-site, and remote environments as business needs require.
• Travel to client locations and StoredTech offices as needed.

Work Schedule

• Standard schedule: Monday through Friday, 8:00 AM to 5:00 PM.
• Flexibility is required for occasional extended hours based on business needs.
• Participation in an on-call rotation is required.

Location Requirement

This is an in-office, client-facing position based in Queensbury, NY. Candidates must reside within a reasonable commuting distance (approximately 60 minutes) of the office at the time of hire or be willing to relocate prior to their start date. Relocation assistance is not provided. Regular travel to client sites is an essential function of this role.