Systems Engineer

ACS is among the largest residential and commercial AV, Home Theater, Lighting Control, Shading Control, IT, Home Integration, and smart home automation companies in the nation. As an industry founding pioneer with three offices across the country in New York City, Florida and California, ACS has designed and installed thousands of custom systems for some of the most discerning clients around the world, from Miami to Los Angeles.

The Systems Engineer is responsible for maintaining and managing the company's internal IT infrastructure, supporting internal users, and staffing the company's internal help desk. This role requires a deep technical skill set, strong communication abilities, and the capacity to handle a variety of systems and platforms while managing multiple support requests. Reporting to the IT Manager, this position plays a critical role in ensuring that the company's technology operates smoothly, securely, and efficiently. The Systems Engineer is also expected to provide exceptional support to both office-based employees and field technicians, maintaining responsiveness and professionalism under pressure.

Primary Responsibilities:

1. Internal Help Desk Operations

• Answer and respond to technical support calls and requests from internal employees located in company offices and field technicians in the field.
• Provide prompt, professional first-level technical support to resolve IT issues quickly and efficiently.
• Demonstrate strong knowledge of VPN and remote access systems to effectively support employees working remotely or in the field.
• Troubleshoot hardware, software, network connectivity, and application-related issues independently while knowing when to escalate complex issues to appropriate resources.
• Maintain detailed records of all help desk requests, including issue descriptions, troubleshooting steps taken, resolutions provided, and time spent on each ticket.
• Prioritize support requests based on business impact and user needs to ensure optimal resource allocation.
• Provide clear technical explanations to non-technical users and guide them through resolution steps when appropriate.

2. Internal System Administration

• Maintain and manage the company's internal servers, workstations, applications, wired and wireless networks, remote access systems, antivirus, backups, and disaster recovery solutions.
• Ensure all systems are configured securely and operate at peak efficiency.
• Monitor and maintain VPN and remote access infrastructure to support field technicians and remote workers.

3. Cloud Infrastructure Management

• Oversee the company's cloud-hosted platforms, including VoIP systems, email, cloud storage, and collaboration tools.
• Regularly update and review these systems to ensure smooth operations and security.

4. Internet-Facing Services

• Manage and maintain the company's DNS, SSL certificates, SPF, DKIM, and other external services to ensure reliable access and security.

5. System Monitoring and Security

• Regularly review internal monitoring systems to ensure proper configuration and identify any actionable issues.
• Proactively address security risks and implement best practices to protect the company's infrastructure.

6. Documentation and Record Keeping

• Create and maintain detailed documentation of all internal systems, keeping records up to date regularly.
• Accurately record billable time, technical actions, and help desk activities in the company's tracking system daily.
• Document help desk tickets with sufficient detail to support future troubleshooting and knowledge management.

7. Collaboration and Communication

• Work closely with other departments to address internal issues and provide technical guidance.
• Communicate clearly and professionally with employees, field technicians, and clients when needed.
• Serve as a technical liaison between office staff and field operations.

8. Customer Service

• Deliver excellent service to both internal users and clients, ensuring all interactions are handled with professionalism and care.
• Maintain a service-oriented mindset and positive attitude when handling multiple concurrent support requests.

9. Policy Adherence

• Follow all documented procedures to ensure consistency and reliability in processes and workflows.

10. Cross-Departmental Support

• Assist other departments as directed by the IT Manager or management.

Secondary Responsibilities:

1. Pre-Installation Site Surveys

• Conduct site visits to determine materials and labor requirements for new installations or upgrades.
• Document findings to aid in planning and execution.

2. Network Installation and Maintenance

• Install, configure, and manage networks, including hardware, software, and system configurations.
• Ensure all network environments are reliable and secure.

3. Service Call Documentation

• Accurately document all service calls and installations, entering detailed information into the company's systems as required.

Key Skills and Attributes:

• Strong understanding of IT systems, including servers, networks, cloud platforms, VPN/remote access technologies, and security best practices.
• Excellent troubleshooting and diagnostic skills with the ability to resolve issues independently while escalating complex problems appropriately.
• Outstanding verbal and written communication skills necessary for effectively supporting both technical and non-technical users.
• Strong customer service orientation with the ability to remain patient and professional when handling multiple concurrent support requests.
• Proactive and flexible approach to problem-solving and adapting to the needs of a small business environment.
• Ability to multitask and prioritize effectively in a fast-paced support environment.
• Knowledge of VPN, remote access technologies, and network connectivity troubleshooting.

• Compensation: $50,000-$60,000, commensurate with experience! 

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