Job SummaryVisual Edge IT is seeking a skilled and customer-focused Systems Engineer to join our growing Managed Services team. This role serves as a critical technical escalation resource for both clients and internal Service Desk teams, delivering advanced troubleshooting, onsite technical support, and proactive infrastructure management for a wide range of customer environments. The ideal candidate thrives in a fast-paced technology environment, enjoys solving complex technical challenges, and takes pride in delivering exceptional customer experiences. This position combines strong technical expertise with relationship management, requiring an individual who can communicate effectively with end users, executives, vendors, and internal teams while maintaining a high standard of professionalism and service excellence. This role offers the opportunity to work across a diverse technology stack including Microsoft 365, networking, cloud platforms, firewalls, servers, endpoint systems, and infrastructure technologies while supporting organizations across multiple industries.Primary ResponsibilitiesServe as a senior escalation point for the Service Desk through phone, email, chat, ticketing systems, and onsite support engagementsProvide both remote and onsite troubleshooting for desktops, servers, networking equipment, cloud services, and business-critical infrastructureDiagnose and remediate issues related to Microsoft environments, network connectivity, security appliances, printers, wireless systems, and endpoint devicesAssess technical issues and determine when onsite support is required to ensure timely resolution and customer satisfactionManage assigned customer tickets and service requests while meeting established SLA, response, and resolution metricsMaintain customer systems and equipment to the highest operational and security standardsDeliver exceptional customer service through proactive communication, professionalism, and timely follow-up throughout the support lifecycleWalk users through troubleshooting steps and technical solutions in a clear, professional, and customer-friendly mannerRecord all technical activities, troubleshooting steps, resolutions, and recommendations accurately within ticketing and documentation systemsSupport onboarding, offboarding, implementation, and infrastructure upgrade projects for managed services customersAssist with maintaining and improving internal documentation including network diagrams, SOPs, customer environments, and technical knowledgebase articlesParticipate in regular customer network audits and health reviews to identify performance, security, and stability concernsCollaborate with Sales, Engineering, and Project teams to provide technical guidance and support for customer solutions and technology recommendationsMaintain awareness of emerging technologies, cybersecurity threats, and industry best practices to support evolving customer environmentsParticipate in after-hours emergency support rotation and occasional onsite emergency dispatches as requiredRepresent Visual Edge IT professionally in all interactions with customers, vendors, and business partnersAdhere to company standards, operational procedures, and Visual Edge IT Core ValuesPerform additional duties and technical projects as assignedKnowledge, Skills, And QualificationsHigh School Diploma or GED required; Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferredMinimum of 2+ years of experience working in a Managed Services Provider (MSP), IT support, or technology solutions environmentStrong troubleshooting experience supporting Microsoft Windows environments, Microsoft 365, networking, servers, and cloud-based technologiesExperience supporting and troubleshooting switches, routers, wireless infrastructure, VPNs, firewalls, and endpoint devicesWorking knowledge of Active Directory, Azure, Microsoft 365 administration, DNS, DHCP, TCP/IP, and virtualization technologiesFamiliarity with cybersecurity best practices, endpoint protection, backup solutions, and disaster recovery conceptsStrong understanding of ticket management systems, remote support tools, and technical documentation practicesAbility to analyze technical issues, determine root cause, and develop effective long-term solutionsExcellent verbal and written communication skills with the ability to explain technical concepts to non-technical usersStrong customer service mindset with the ability to remain professional and composed under pressureAbility to prioritize multiple tasks and manage competing priorities in a fast-paced environmentStrong organizational skills and attention to detailSelf-motivated with the ability to work independently while also collaborating effectively within a team environmentWillingness to participate in ongoing technical training and certification developmentPreferred Certifications & Technical ExperienceMicrosoft 365 FundamentalsMicrosoft Azure FundamentalsMicrosoft MCSA (2012 or later)Microsoft MTA Networking FundamentalsCompTIA A+CompTIA Network+CompTIA ITF+Cisco Meraki Solutions SpecialistUbiquiti UNS or UEWA certificationsBarracuda Firewall certifications or equivalent firewall administration experiencePhysical RequirementsAbility to lift and move equipment up to 50 poundsAbility to climb ladders and work around technical equipment as neededAbility to stand, walk, bend, and work onsite for extended periods when requiredValid driver's license, reliable transportation, and acceptable driving record requiredAbility to travel locally to customer sites as needed, up to approximately 60% travel depending on territory and customer requirementsWork-Life BalanceVisual Edge IT promotes a healthy work-life balance for employees by offering competitive pay, PTO, and ten paid holidays per year. We are always reviewing and finding new ways to support our employees' unique needs.Career PathWe encourage growth from within Visual Edge IT. We seek outside candidates who are driven that we can nurture along a career path and we hire/promote internally. We also have opportunities to develop talent through training programs.Insurance BenefitsWe offer multiple plans to choose from to fit your individual needs. We offer medical, HSA, dental, vision, short-term disability, long-term disability, voluntary life insurance, employee assistance program, and wellness programs. We provide all of our employees a $50k life insurance policy at no cost to our team members.401(k)Visual Edge gives employees access to a 401k program and offers an employer match benefit. Visual Edge IT will match 100% of an employee's contribution up to the first 3% and will provide an additional 50% match on the next 2% of the employee contribution.Equal Opportunity EmployerVisual Edge IT is an Equal Opportunity Employer. Discrimination and harassment of any kind based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, marital status, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristics are prohibited. VEIT participates in the E-Verify Employment Verification Program.#J-18808-Ljbffr