Senior Systems Engineer
ADVANCED IMAGING SOLUTIONS INC · CORPORATE HEADQUARTERS - NORTH LAS VEGAS, NV 89032 ·
- Seniority
- Senior
- Category
- Software engineering
Supports and troubleshoots technology for managed IT clients, planning, building, and maintaining AIS Managed Network Services client environments via phone, remote access, and onsite visits. As a senior MSP team member, they lead client projects, handle escalations, document work, and join an on-call rotation.
Join the AIS team as a Senior Systems Engineer and embark on an exhilarating journey where you'll be the ultimate problem-solver, supporting and communicating with a diverse range of clients, and resolving their technology challenges. At AIS, we believe in providing exceptional service that our clients will fall in love with. As a Senior Systems Engineer, you will play a pivotal role in planning, building, and supporting AIS Managed Network Services client environments. Are you ready to deliver top-notch client service, challenge the status quo, and elevate the customer experience? If you're passionate about technology and thrive in a dynamic environment, this is the perfect opportunity for you to shine!
Purpose: The Purpose of this role is to plan, build and support AIS Managed Network Services client environments while providing service they’ll fall in love with.
Major Goals:
- Provide outstanding problem resolution in a proactive way
- 100% of unresolved Service Tickets are escalated and reported to correct individual
- Customer satisfaction greater than 95% per survey responses
- Cooperatively interact with OE (Office Equipment) and Telecom teams to provide total solutions
Toughest Parts of the Job:
- Learn AIS as a company of culture, people, and processes
- Own the entire customer experience across multiple departments and platforms. Evaluate and challenge existing status quo to identify new ways to improve processes and continually elevate the customer experience.
- Balance time amongst all in-flight projects.
- Communicate with clients facing stressful technical challenges, and provide rapid resolution
Job Functions: The Senior Systems Engineer is a critical member of our core MNS team responsible for exemplifying our culture, troubleshooting and installing various technology, and assisting clients with their technological needs.
Daily responsibilities include but not limited to:
- Delivering first-class client service via telephone, remote access, and onsite. Provide support and troubleshooting to resolve technical problems.
- Respond timely to requests for IT service/support tickets assigned.
- Lead client projects and client onboarding/offboarding as assigned.
- Provide full documentation of work completed and maintain customer network documentation.
- Alert Managed IT Services Manager and/or TAM/vCIO as appropriate for escalation, emergency service, and business opportunities.
- Communicate with clients as needed to resolve support issues.
- Participate in regularly scheduled and impromptu team meetings.
- Troubleshoot, install, and maintain equipment at client locations.
- Contribute to developing client IT strategies.
- Assist Help Desk Technicians, Field Technicians, and Field Engineers with support issues that require escalation as directed by the Managed IT Services Manager and/or VP of Service Operations.
- Always maintain positive client relations, reporting any potential client dissatisfaction to the Managed IT Services Manager.
- Participate in an on-call rotation as required.
- Other duties as assigned.
Who we are:
AIS is a Premiere IT Business Technology Company headquartered out of North Las Vegas, NV with additional branches in Southern California.
AIS’s Core Values: “We Adapt and never lose our Integrity to Surpass expectations- We are AIS-NOW” are aligned with AIS Mission Statement: Our mission as a Company is to “Exceed our customers’ expectations by providing unparalleled business solutions with leading edge technology products, coupled with unmatched service, supplies and support. Our foundation of work ethic, integrity, and teamwork enable us to work within a culture that cares about our customers, our community and each other.”
We offer a comprehensive benefits package including medical, dental, vision, life, HAS, 401(k) Savings Plan with company match, PTO program that includes vacation time, personal time, and volunteer time off. We offer recognition programs and incentive travel rewards. Company sponsored events, team building events as well as a robust Leadership Development Program.
AIS is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued.