Job Description

A System Engineer plays a vital role in addressing customer queries, resolving technical issues, resolving escalated complex problems, documenting cases, performing on-site requests, and staying informed about the latest advancements in computer technologies. Preferred Candidate Locations: Santa Rosa, Rohnert Park, St. Helena, Vallejo Fairfield, Calistoga, Petaluma, Sebastopol. Hybrid role! 2 days on client site, 3 remote. Primary Responsibilities include closing 7 client-facing tickets per day that are escalation and more advanced in nature, having a billable rate of 85% or more per day, closing out escalated helpdesk tickets quickly and efficiently, providing mentorship and guidance to helpdesk technicians on escalated tickets, handling onsite requests such as systems down, printer failure, network failure, environmental slowness and bandwidth issues, workstation failure, server failure, following troubleshooting best practices and escalation policies, demonstrating strong customer service, documenting time and work clearly and accurately, staying up to date on current technology, and overseeing multiple clients as their “Lead” to ensure environments are maintained. Preferred Skills & Experience include minimum 3-5 years’ experience as a Helpdesk Technician and escalation strongly preferred, knowledge of advanced Network & Server Infrastructure, advanced knowledge of Windows 10 & 11, Windows Server OS, Active Directory, Group Policy, Microsoft Suite, Microsoft 365, Wireless, TCP/IP, Routers/Firewalls (Cisco / Sonicwall), effective analytical and troubleshooting abilities, superb communication skills, familiarity with ConnectWise, Auvik, Slack, Microsoft Office Products, certifications such as CompTIA A+, Network +, or Security +, CCNA, CCENT, and a desire to continue to learn and grow. Compensation starting at $35 an hour DOE. Preferred Attributes include being highly organized and process driven, affinity for technology, strong integrity, collaborative and flexible with a consultative mindset, precise and detailed, comfortable in a balance of tactical and strategic focus, and servant hearted with a focus on improving the lives of customers. Physical Requirements include primarily knowledge-worker oriented tasks using computer systems, occasional exertion and lifting up to 20 pounds, occasional crawling, kneeling, squatting, constant use of computer and phone, travel by car/airplane, and occasional exposure to outdoor environmental conditions. The company is committed to inclusive hiring practices and equal opportunity employment.

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