Systems Engineer II

  LEARN. GROW . ENJOY..BE PRC   A job at PRC is a job you'll love.  You will not only be getting competitive pay and a flexible schedule but there are a number of benefits including medical, dental, vision and life insurance as well as 401K, pet insurance and paid training. Join a proven leader in the customer care industry.

 

Summary / Objective:
The Systems Engineer II ? (Server/Desktop/Network Support) positions serves as a central point of contact to complete end user and management requests in regards to problems or implementations at the server and advanced desktop level. 
Applies understanding of computer software and hardware to diagnose problems, determine appropriate course of action, provide complete follow-through to successful resolution or escalate to appropriate support technician and/or department.
Provides advanced support on desktop application deployment, network connectivity, network printing, and any other hardware/software issues.
Maintains accurate documentation in the PRC Help Desk system of all user requests, repairs and reported issues including cause, resolution and preventative action. 
Works with other Technology Support staff to implement and maintain internal and external applications.

 

Time Spent on Primary Activities:

?  End user support - 70% (Desktop, Server and Network troubleshooting, client/customer support, hardware/software maintenance).

?  System  implementation and maintenance ? 20%

?  Documentation and inventory - 10%

 

Educational Requirements:
Minimum of 4 years experience supporting servers and PCs in a WAN environment required. A Bachelor?s degree including course work in computer science preferred.  Related experience may substitute for college course work.

 

Professional Experience / Qualifications:
Microsoft Windows Server and workstation administration with strong understanding of Active Directory, policies, profiles, and permissions. (MCSE preferred)
Experience with Disk Imaging and automated software distribution tools and techniques including advanced batch file/script creation and modification.
Familiarity with various 2-tier and 3-tier computer architectures strongly preferred.
Experience with Microsoft Exchange administration.
PC hardware knowledge (specifically Dell systems) with the ability to troubleshoot hardware issues and experience interfacing with vendor support organizations.
Firm understanding and experience with general TCP/IP connectivity issues in a LAN/WAN/VPN/Internet environment.
Proficiency with both using and maintaining MS Office suites.
Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels.
Ability to discuss and diagnose problems with computer hardware/software with remote users.
Excellent troubleshooting and analytical skills.
Organizational and multi-tasking skills.
Very good interpersonal, writing, presentation skills. Ability to communicate with most levels of management and across functional lines
Ability to work independently with general supervision.

 

Responsibilities:
Responsible for maintaining, configuring, and upgrading computer systems.  Performs complex computer repairs and coordinates vendor support for more critical repairs.
Provide analysis and technical solutions to a variety of problems that are routinely encountered under normal business activities.
Create documentation for processes developed.
Responsible for maintaining and updating hardware and software inventories on desktop and server equipment. 
Required to carry a cell phone/pager and be on call for emergencies.
Occasionally required to perform job duties outside of normal business hours.

?  Build and maintain positive relationships with customers and all internal departments to deliver a high level of service.

?  Physical movement of computer related equipment.

?  Meets or exceeds departmental metrics as established over time.

?  Must account for time daily in PRC?s Project management/Time reporting system.

?  And any other duties as assigned by management

 

 

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