System Engineer

System Engineer

Location: 408 Coast Guard Drive, Kearneysville, WV 25430

Job Description

The System Engineer provides Tier III technical software, problem resolution for customers by performing problem and incident diagnosis as well as guiding users through step-by-step solutions. Provides expertise to resolve second and third-tier technical support issues for users of the organization's products and services. The system engineer must be a customer friendly, self-motivated, detailed oriented technician and should demonstrate excellent customer service

skills and the ability to work well independently as well as cohesively as part of a team in a very fast-paced environment. Provides technical troubleshooting and support for enterprise systems and escalated incidents. Contributes to configuration support, integration troubleshooting, and documentation updates to improve stability and support outcomes. This position also includes investigation, analysis, recommendation, and testing of the AVAYA Call Management System (CMS) Telephony system. Provide direct support in the day-to-day operations on the AVAYA CMS software, including the evaluation of system utilization, monitoring response time and primary support for detection and correction of operational problems using knowledge of hardware and software installation and maintenance.

Key Tasks and Responsibilities

• Uses automated information systems to analyze routine situations.
• Reviews incoming access requests. Receives incoming customer calls. Will prioritize for proper action.
• Resolves user problems quickly and efficiently. Assists with stabilization activities and recurring issue mitigation.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available.
• Conducts technical research to resolve issues as they are presented and resolves escalated incidents requiring deeper technical analysis.
• Will provide after-hours support for the Avaya CMS as well as mission critical applications as directed in a Duty Analyst capacity.
• Interacts with other team members, such as Tier 4 teams, network services, software engineering, and/or applications development for complex technical issues to restore services and/or identify and correct the core problem and implements approved fixes.
• Updates SOP and knowledge content based on technical resolutions and changes.
• The successful candidate should demonstrate excellent customer service skills and a customer friendly demeanor and can work well on their own as well with a team and maintain professionalism at all times.
• Can balance several critical tasks simultaneously in addition to having strong interpersonal skills.

Education & Experience

• High school diploma, 1-3 years of experience in systems engineering or enterprise technical support roles, or certifications are required.
  • Associate degree is highly desired.
• Ability to think "outside the box" and utilize critical thinking skills to troubleshoot unique and difficult issues.
• Ability to manage multiple priorities simultaneously and excellent time management skills.
• Ability to communicate effectively, both verbally and written.
• Ability to troubleshoot and problem solve.
• Experience troubleshooting Windows environments and enterprise applications.

Certifications

• Relevant certifications are desired (CompTIA A+, CompTIA Security +, or similar)

Security Clearance

Must be able to obtain and maintain government customer Public Trust clearance.

Company Description

Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies". The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Benefits

Our robust benefits package includes Open Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

EEO Statement

Dexian Government Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.

All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request.

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This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.