Job description

About the Position/Job Summary:

Fusion Digital is seeking an experienced System Engineer who will work closely with businesses and other organizations to develop tech solutions that help solve a customer’s specific business needs. The System Engineer will manage and monitor networks, systems, and devices for assigned customers. The System Engineer will develop and plan long-term IT projects and strategies. This role will be responsible for analyzing, developing, testing, supporting, and maintaining the customer’s system infrastructure, including the implementation and design of hardware and software.

Primary Job Functions and Responsibilities:

Level I

· Collect customer requests and data

· Attend to customer phone calls

· Respond to customer user emails or tickets

· Conduct basic troubleshooting remotely

· Create tickets for Level 2 support if needed

· Provide product information

· Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup

Level II (in addition to Level I responsibilities)

· Implement new changes to existing infrastructure including but not limited to PCs, Laptops, physical and virtual servers, host servers, printers, user accounts, email applications and platforms

· Create tickets for Level 3 if needed

· Preform remote and/or on-site maintenance

· Maintenance of VMware and Microsoft servers including basic trouble shooting and assessment

Level III (in addition to Level I & Level II responsibilities)

· Contact support vendors for assistance in implementation of new software or contact support vendors for troubleshooting issues to keep the customer infrastructure working and maintained

· Preform security assessments for current and future customers setups

· Prepare and Complete Project driven work

· Consult with customers on new technologies and approach them with ideas on how to grow their current IT infrastructure

· Perform customer meetings with an agenda driven process

Minimum Qualifications and Skills:

NOTE:
We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities.

Level I:

· At least two years of relevant experience in which one year must be in customer-facing positions as a professional services engineer

· Database knowledge/experience

· Excellent verbal and written communication skills

· Excellent interpersonal and customer service skills

· Excellent organizational skills and attention to detail

· Excellent time management skills with a proven ability to meet deadlines

· Strong analytical and problem-solving skills

· Ability to prioritize tasks and to delegate them when appropriate

· Ability to function well in a high-paced and at times stressful environment

· Basic troubleshooting skills and understanding of PCs and Server Environments

· Proficient with Microsoft Office Suite or related software

Level II (in addition to level I requirements)

· At least three years of relevant experience in which one year must be in customer-facing positions as a professional services engineer

· Working knowledge in Microsoft Systems environments including Windows 10/11 and Windows Servers

· Working knowledge in multiple email platforms including but not limited to G-Suite and Office365

· Working knowledge in Virtual Machine environments including but not limited to VMware and Hyper-V

Level III (in addition to level II requirements)

· At least five years of relevant experience in which one year must be in customer-facing positions as a professional services engineer

· Proficient with software testing processes, tools, and methodology

· Experience assessing risk for smaller, less critical projects and determining appropriate levels of testing

· Experience with project management methodologies, supporting techniques and traditional specification-driven approach

· Ability to participate on projects individually including but not limited to project phases, time management, deadlines and signoffs

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer

Ability to lift large box such as servers weighing 50lbs. or more

Ability to travel across the region

Ability to work flexible hours as needed

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Job Type: Full-time

Benefits:

• 401(k) matching
• Flexible schedule
• Health insurance
• Paid time off

Compensation package:

• Yearly bonus
• Yearly pay

Experience level:

• 5 years

Ability to commute/relocate:

• Rochester, NY: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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