Impact is a leading national managed services provider specializing in IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management.OverviewThe 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.ResponsibilitiesProvide 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!QualificationsMinimum 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 ServerESX/VMwareWindows ClustersActive DirectoryNetwork configurationIP addressingRoutingDNSProficiency in cloud platforms like Microsoft Azure & AVDBackup and Disaster Recovery tools like DattoSAN ConnectivityDemonstrated experience preferred:ITIL and Service ManagementExperience with N-Able RMMKnowledge of HaloPSA PlatformProficiency with documentation management platformsMust 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 / CertificationsMicrosoft Technology Associate (MTA): Windows Server Administration FundamentalsMicrosoft Certified Solutions Associate (MCSA): Windows ServerMicrosoft Certified: Windows Server Hybrid Administrator AssociateMicrosoft Certified: Modern Desktop Administrator AssociateMicrosoft Certified: Identity and Access Administrator AssociateCompTIA Server+CompTIA Security+Bachelor's degree in business management, Computer Science, or equivalent work experienceWhy 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.BenefitsUp to 20 days of PTOUp to 7 paid sick days12+ paid holidaysPaid parental leaveComprehensive health, disability, life, dental, and vision plans401(k) & retirement plansTenure incentives: 5‑year (Tiffany & Co. gift card), 10‑year (Rolex watch), 20‑year ($20,000 check)Continued education reimbursementOngoing training & development opportunitiesThe 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