Tower Computer Services, Inc. Systems Engineer in Southfield, Michigan

Department: Service and Support Reports to: Operations ManagerGENERAL SUMMARY:The System Engineer is a technical and strategic position within the organization. This position is responsible for supporting and maintaining the design and integrity of customer’s hardware and software systems, along with coordinating complex projects.Essential Duties and Responsibilities:* IT support relating to hardware/software technical issues involving core and ancillary systems and business applications, as well as virtual environments built on Citrix, Microsoft, and VMware* Provide design, implementation, and support services for all customer technologies. This will include system requirements, compatibilities, specifications, processes and working parameters. Examples consist of: Windows Server, Exchange, SQL, Microsoft Office, etc.* Work at various levels in the design and coordination of large and complex projects* Engineer, implement and test system solutions for customers using technologies that meet their needs* Implement and support disaster recovery solutions* Provide technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security ? Remote access solution implementation and support: VPN, Terminal Services, and Citrix ? System documentation and consulting services to include system reviews and recommendations* Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesAdditional Duties and Responsibilities:* Improve customer service, perception, and satisfaction* Ability to work in a team and communicate effectively* Escalate service or project issues that cannot be completed within agreed service levels* Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals* Develop in-depth knowledge of corporate services and how they relate to customer’s needs* Document internal processes and procedures related to duties and responsibilities* Responsible for entering time and expenses as they occur* Understand and follow internal processes and procedures as defined* Work through project tickets and project phases as assigned* Enter all work as service or project tickets* Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industryKnowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.* Professional IT Certifications preferred but not required* Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care* Diagnosis skills of technical issues* Research and development where required* Ability to multi-task and adapt to changes quickly* Technical awareness: ability to match resources to technical issues appropriately* Service awareness of all organization’s key IT services for which support is being provided* Understanding of support tools, techniques, and how technology is used to provide IT services* Typing skills to ensure quick and accurate entry of service request details* Self-motivated with the ability to work in a fast moving environment