Job Description

Summary:

The Systems Engineer plays a critical role in delivering high-quality IT services directly at client sites. This position requires a self-sufficient, solutions-focused professional who can take ownership of client issues from identification to resolution without constant oversight. As the primary onsite technical resource, this engineer is responsible for ensuring complete client satisfaction through efficient, proactive problem solving and excellent communication.

The ideal candidate thrives in dynamic environments, can work independently, and is adept at building trust through technical expertise and strong interpersonal skills.

Essential Duties and Responsibilities:

• Serve as the primary onsite technical contact , managing client IT needs independently.
• Troubleshoot, resolve, and document technical issues across systems, networks, and applications from start to finish .
• Plan and execute onsite deployments , upgrades, migrations, and incident response with minimal supervision.
• Maintain clear and proactive communication with clients regarding ticket status, project updates, and system recommendations.
• Handle escalated issues directly onsite ; determine root cause and implement permanent fixes.
• Deliver and support systems solutions involving Windows servers/workstations, networking equipment (routers, switches, firewalls), virtualization, and remote access tools.
• Identify opportunities to improve client infrastructure and present practical, cost-effective recommendations.
• Collaborate with internal teams as needed for complex projects or escalations, but retain primary responsibility for issue resolution.
• Provide onsite disaster recovery planning and execution.
• Maintain and update system documentation , site info, and client configurations.
• Ensure proper ticket management, time entry, and task tracking through ConnectWise.
• Stay current with emerging technologies and industry best practices.

Requirements & Qualifications:

Technical Skills:

• Strong proficiency in Windows Server, Active Directory, Office 365, and networking fundamentals (LAN/WAN, VPN, DHCP, DNS, VLANs).
• Experience with firewalls (e.g., Sophos, SonicWall), switches, and routers.
• Knowledge of virtualization platforms (e.g., VMware, Hyper-V).
• Experience implementing and supporting backup and disaster recovery solutions.
• Ability to identify infrastructure gaps or inefficiencies and recommend appropriate solutions.

Professional Skills:

• Proven self-starter with the ability to manage time, tasks, and client expectations autonomously.
• Strong organizational skills and attention to detail.
• Excellent communication and client service skills – must be confident interacting with executives and end-users alike.
• Ability to prioritize and manage multiple open issues, service tickets, and projects effectively.
• Comfortable working in environments with minimal guidance or supervision.

Experience:

• 5+ years in a technical support or system administration role with increasing levels of responsibility.
• Prior experience working directly with clients onsite is required.
• Relevant certifications preferred: Microsoft (MCSA/MCSE), Cisco (CCNA), Sophos, VMware, etc.

Work Conditions:

• Travel to client sites daily; must have reliable transportation.
• Professional attire or work uniform required.
• Participation in after-hours/on-call rotation required.
• Must be able to lift and move computer equipment as needed.

Performance Metrics (KPIs):

• Client satisfaction and feedback
• Ticket resolution times
• Hours billed vs. billable utilization
• Project/task completion within deadlines
• System uptime and proactive incident avoidance

Career Path:

• Senior Systems Engineer
• Service Manager
• Director of IT
• Technical Solutions Architect

What We Offer:

At Total Secure Technology, we value our employees and provide a comprehensive benefits package, including:

• 401(k) plan with 3% company matching and profit sharing
• Medical and Dental insurance
• LegalShield membership for legal support services
• SmartDollar financial wellness program
• Opportunities for growth into senior and leadership roles
• A supportive and inclusive work environment

At Total Secure Technology, we are committed to building a diverse and inclusive workplace where all individuals are respected, valued, and empowered. We are proud to be an Equal Opportunity Employer.

Total Secure Technology does not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, marital status, genetic information, or any other protected status under applicable law.

We believe that diverse perspectives drive innovation and excellence. We encourage applicants of all backgrounds to apply and are dedicated to providing a fair and equitable hiring process for every candidate.

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