CMIT Solutions of Cambridge is the premier IT services franchise in the US. Our goal is to be the preferred IT business partner of small to medium sized businesses by offering technical leadership and services to our customers with a focus on providing innovative solutions and delivering exceptional customer service.

Position: SYSTEMS ENGINEER II

CMIT Solutions is seeking a knowledgeable a Systems Engineer II to support, participate and guide the efforts of our technical team as our business grows and we expand the services we offer to our clients.

The Systems Engineer II will report to the Team Lead. They will provide escalated technical support to end-users and Service Desk Level 1 and 2 resources through the department's telephone support line, including software setup, configuration and troubleshooting. Provide coordination and communication of Service Desk and Network Operations Center resources and coordinate site visits with end user site management. Manage ticket escalations and production crisis situations of client systems.

The best candidates for this position will have good verbal and written communication skills. You must be willing and able to effectively document work performed by yourself and others, and to explain solutions that you propose. You will be interacting with a wide variety of clients for whom technical jargon is not their primary language. You must be able to effectively explain technical issues, solutions and status to clients in a manner that they understand and appreciate.

Core Duties & Responsibilities

Responsible for communication and coordination of Service Desk and NOC resources

Provide second level technical support for end-users and level 1 and level 2 Service Desk.

Call back customers in a timely manner to trouble shoot and resolve problems not handled by tier one support.

Utilize stored information and documentation to help resolve issues

Research outstanding users issues and document resolutions to users issues

Define policies and procedures for troubleshooting for hardware, software and infrastructure issues.

Prioritize and escalate problems within given guidelines

Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication and deployment of new technology.

Act as the escalation point person for the Service Desk when necessary.

Triage calls to appropriate groups if call cannot be resolved at level two

Occasional after hours and weekend work to cover On Call responsibility.

Work with Site support on specific site support issues and procedures.

Perform other duties as assigned by management.

Experience & Skills Requirements

Experience & Skills Requirements

Ability to multitask and prioritize work requirements

Ability to take initiative and manage time effectively

Ability to work effectively both as a team member and independently.

Ability to project a positive service attitude

Ability to be flexible, versatile and adaptable in day to day activities conducted in a multi-site environment.

Strong analytical and problem-solving skills

Excellent interpersonal and communication skills

Advanced support and troubleshooting knowledge of Office 365 Services including Email, Teams, Sharepoint, and Intune

Advanced support and troubleshooting knowledge of Azure AD and on-premises AD

Advanced support and troubleshooting knowledge of Windows OS and MAC OS devices

Knowledge of supported software packages: MS Office, Exchange

Expert knowledge of Windows Operating Systems: Windows Server 2019. Windows 10 and 11

Knowledge of printers

Knowledge of basic data communications networking equipment, including routers and cabling infrastructure

Knowledge of LAN and internetworking protocols: TCP/IP

Qualifications

• 7+ years of prior IT experience
• 2+ years of prior experience in Customer Service, phone experience preferred
• Experience typically acquired by having a bachelor's degree in computer science or similar field or equivalent work experience
• Microsoft Certifications a plus
• Hands on PC or Macintosh experience