Information Technology Systems Engineer
Datalyst LLC
Lakeville, MA

Datalyst, LLC Page 1
Job Description – Systems Engineer October 01, 2019
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Job Description – Systems Engineer

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BASIC FUNCTION:
The function of the Systems Engineer is to act as the mobile field service engineer on assigned open tickets and work in collaboration with senior engineering staff members, support desk, and logistics to resolve customer affecting technical issues in a timely fashion in order to maintain maximum customer satisfaction

The Systems Engineer installs, troubleshoots and maintains an extensive variety of products and equipment. Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers’ needs. Requires a bachelor’s degree or equivalent certifications in area of specialty and 4-6 years of experience in the field or in a related area.

Familiar with a variety of the field’s concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks. May lead and direct the work of others. A wide degree of creativity, leadership, and latitude is expected. Typically reports to a manager or head of a unit/department.
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PRINCIPAL DUTIES:
The following are principal duties of the Systems Engineer:
Leadership and Management

  • Represent Company in a positive and professional manner
  • Work with all personnel and outside contacts to satisfy clients and achieve company goals
  • Identify areas of improvement in the company and assist in creating and implementing solutions
  • Identify wasteful or inefficient best practices and other unnecessary expenses.
  • Ensure that workers are following all IT related policy and procedures, reports violations to management.

Service Delivery

  • Have a thorough working knowledge of Company ticketing system, NOC and Managed Services systems.
  • Have a thorough understanding of Entitlement and Under-entitlement pertaining to service

Contracts and coverage levels.

  • Perform repair activities on customer site.
  • Perform hardware installations.
  • Create and maintain comprehensive documentation as it relates to server and network topology, equipment, and configuration(s).
  • Create project plans, design, and implement solutions.
  • Configure, test, and maintain LAN equipment and services, including switches, routers, firewalls and VPN.

Datalyst, LLC Page 2
Job Description – Systems Engineer October 01, 2019
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  • Provide Infrastructure services in all areas needed: storage networking, Operating System, network security, directory services, server virtualization using system backup and restore, system and network monitoring, application installation and configuration
  • Perform assignments as designated by Support Desk Manager or by Senior Technical staff.
  • Require infrequent backline support while performing activities on-site.
  • Recognize situations requiring a service call escalation and follows proper escalation procedures.
  • Provide the support required to close service events promptly, within the SLA and to the satisfaction of the customer.
  • Provides timely, accurate and unambiguous updates to the ticketing system
  • As needed, communicates frequently with customers and other Company personnel
  • Validating actual problem and validating correct parts to be used for service
  • Effective 'debrief' and reporting of service call for future enhancements
  • Travel to and from customer locations (usually by car), documenting work activity and maintaining administrative paperwork.
  • Arrive to work, job sites, and meetings on time and prepared
  • Software training including, but not limited to, servers, storage and networking equipment.
  • Hardware training including, but not limited to servers, storage and networking equipment.
  • Test various parts used for service
  • Ongoing training to enhance individual technical competency
  • Train other engineers
  • Ability to work with and enhance the team concept
  • Follow company guidelines for SLA (Service Level Agreement) for responding to customer calls.
  • Follow Company Procedure for Parts Supply for Customer Service.
  • Follow appropriate procedures, either Software or Hardware, to resolve the issue
  • Communicate issue and problem resolution notes back to Support Desk
  • Submit request for parts required for customer issue resolution as per the Parts Request

Procedure

  • Work within established guidelines and procedures.
  • Maintain work areas in a clean and organized manner. Appropriate customer facing dress required.
  • Perform any other duties assigned by your manager

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RESPONSIBILITIES:
The Systems Engineer is responsible for ensuring that:

  • All of the duties of the Systems Engineer are completed as per the job description

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AUTHORITIES:
The following are principal authorities granted to the Systems Engineer:

  • Exercise the responsibilities and perform the duties of this position. This includes full decision- making authority for all responsibilities and duties

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REPORTING RELATIONSHIP:
The Systems Engineer reports to the Chief Executive Officer. The following positions report directly to the Systems Engineer: none.

Datalyst, LLC Page 3
Job Description – Systems Engineer October 01, 2019
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QUALIFICATIONS:

  • Strong Communication Skills
  • Strong Customer Facing Skills
  • Strong Troubleshooting Skills and technical aptitude.
  • Minimum directly related experience of 4 years
  • Valid Driver’s License, reliable vehicle, current auto insurance policy, with a Good Driving

Record

  • Minimum 3-4 years technical support experience on computers, servers and networking equipmnent
  • Experience with Network devices, security policies and terminology
  • Windows Server experience, with a solid of understanding of Active Directory and Group Policy management
  • Effective and energetic problem-solver with strong technical aptitude with ability to think strategically and creatively
  • Must be able to interact with all levels within the organization and possess strong communication skills with the capability to express ideas and concepts in writing and verbally.
  • Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment within defined procedures and practices to determine appropriate action
  • Excellent organizational skills and ability to prioritize. Must be able to multitask and work with limited supervision
  • Ability to quickly recognize potential pitfalls and prioritize work load
  • Excellent phone skills a must. Intermediate skills in MS Office (Excel, Word, PowerPoint, and

Visio

MEASURES OF PERFORMANCE:
The following will be used to evaluate the performance of the Systems Engineer:

  • TBD

THIS JOB DESCRIPTION IS AGREED UPON BY:

Chief Executive Officer: _______________________________ Date: _________________

Systems Engineer: ____________________________________ Date: _________________

Job Type: Full-time

Salary: $50,000.00 to $90,000.00 /year

Additional Compensation:

  • Other forms

Work Location:

  • Multiple locations

Benefits:

  • Health insurance
  • Paid time off
  • Professional development assistance
  • Dental insurance
  • Vision insurance