JOB DESCRIPTION
FOR
NDACO RESOURCES GROUP
FUNCTIONAL TITLE: Systems EngineerREPORTS TO: Service Manager
ORGANIZATIONAL UNIT: Service Dept.FLSA STATUS: Full Time Exempt
INCUMBENT: MultipleDATE: 1/17/17
APPROVED BY: Vice PresidentREVISED: 1/17/17
PRIMARY FUNCTION: The Systems Engineer works directly with our clients and other technicians and engineers. The primary focus of the position is to respond to calls for service assigned by the Service Coordinator. The Systems Engineer is responsible for the primary support of client’s desktops, servers, networking and printer equipment. The incumbent is also responsible for installing, troubleshooting and repairing operating system failures in servers and desktops. The System Engineer bridges the gap between Field Engineer and Senior Systems Engineer.
ESSENTIAL FUNCTIONS (Fundamental Job Duties and Responsibilities):
E1. Receives service tickets directly from the Service Coordinator and responds directly to our clients to address issues as outlined in the system.
E2. Responsible for handling calls for service either through remote access or onsite as required and complete job assignments efficiently.
E3. Must troubleshoot and repair problems independently, configure equipment, complete necessary paperwork, and participate in available training to enhance and keep skills current.
E4. Provides a variety of support initiatives as requested by management such as special projects, phone coverage and hardware quotes.
E5. Monitors contracts to make sure that services provided are in within the service parameters agreed to by the client and NRG.
E6. Travels out of town as necessary to service clients and will on occasion work after hours or on weekends to provide necessary client coverage.
E7. Follows appropriate telephone and communications etiquette with clients, vendors and other staff members to maintain a professional image of the organization and appropriate customer service.
E8. Consistently participates in training programs designed to keep certifications up to date on new technology requirements.
The above statements are intended to describe the general nature and level of work performed by people assigned to this job classification. They are not intended to be an exhaustive list of all skills, effort, responsibilities, and working conditions required of people assigned to this job classification.
Education and/or Related Experience:
Equivalent experience to High School graduate and two years of related college level coursework in computer science and 3 years of related industry experience in the IT field or 5 years of related IT industry experience.
Required Skills:
Current Microsoft certified professional (MCP) in desktops
Current CompTIA Certification
Working knowledge of NRG related products
Good oral and written communication skills
North Dakota Driver’s License in good standing
Complexity:
This position requires a sophisticated level of knowledge and understanding of computer technology.
A comprehensive understanding of software and hardware systems is required in order to assist NRG clients with credible and responsible IT services.
Mental Demands:
Multi-tasking skills are necessary in order to balance the number of service tickets received by the Systems Engineer on any given day.
This position requires the incumbent to be even keeled and courteous to customers, vendors and staff.
Physical Demands:
On a regular basis, the incumbent is required to: sit at a desk to write, read, and converse in person or on the phone; respond verbally to inquiries of internal and external contacts.
On a regular basis, the fundamental job duties require operating a PC, telephone and related IT equipment.
Overall, the fundamental job duties require physical exertion most characterized by: Sedentary work or lifting 40 pounds frequently and carrying materials and documents. The incumbent is required to travel occasionally and must be able to walk, stand and work in confined spaces.
Supervision of Others:
None
Supervision Received:
Service Manager
Environment:
Frequent overnight travel and exposure to the natural elements of heat, cold, rain and snow.