Jr. Systems Engineer

Position Overview
Under direction of the COO, the Jr. Systems Engineer will take on three primary areas of focus: customer support, PS delivery, and internal systems / IMT Lab.

In addition to working with support and PS delivery team members, achieving vendor training certifications will be a key component as part of your learning efforts. You and your manager will develop a training schedule based upon a priority list of vendors.

This position is a critical member of our engineering team responsible for deploying solutions and providing support to some of the most prominent companies in M&E, government, higher education, and enterprise companies. This role requires you to manage customer expectations, communicate effectively internally and externally, and help support our client’s requirements as effectively as possible.

Project delivery and support is key aspect of your growth and development. You will be responsible for client support requests and project delivery requirements. You will work in conjunction with our entire team of engineers. This role requires you to manage customer expectations, communicate effectively internally and externally, and help support our client’s requirements as effectively as possible. This includes responding to requests from clients, team members, or our manufacturing partners in order to resolve all issues.

The last part of your role is deploying internal solutions, security management, and our colocation facility. This includes working in the lab for project rollouts, demo equipment and manage our lab equipment. We will work together to provide a support process and service policy to our employees.

IMT engineers have a broad scope of responsibilities as their skill sets allow for variable roles within projects. Key to this is the ability to work in a dynamic and challenging environment. IMT looks for growth and leadership within our team members; paramount to this is your ability to provide technical leadership and vision for the delivery of solutions to our clients, prospects, and partners.

This role requires you to manage customer expectations, communicate effectively internally and externally, and help support our client’s requirements as effectively as possible.

Responsibilities and Duties

Support and Project Delivery
• Follow IMT support guidelines, responsibilities, utilizing all appropriate tools and resources as required per task
• Follow all IMT operational duties and tasks
o Timesheets, calendaring/scheduling, CRM, project updates, documentation
• Be responsive to IMT support and PMO to ensure SLA’s are met
• Troubleshoot incoming customer problems through email, phone, remote or onsite
• Work with existing support team to provide resolution to customer issues
• Research and respond to customer requests and provide detailed explanations to address questions and concerns
• Use best judgment and communication skills to complete tasks and overcome challenges
• Develop, revise, and sustain all IT related documentation
• Maintain the accuracy for each client’s IT asset management repository
• Support and instill best practices and tools for execution and management
• Create technical documentation as necessary: SOW / Proposals, knowledge base data, technical diagrams, project documentation and system processes
• Ability to conceptualize and effectively communicate to clients, partners and team members
• Identify all the technical issues and requirements to assure complete customer satisfaction through all stages of the lifecycle of each support request
• Participate at tradeshows, conferences, partner events and other events as needed by sales and executive management
• Display professionalism at all times

Training and Certifications
• Ensure that a high level of technical competency is maintained within the company for all products, solutions and services delivered
• Attend required partner training certification classes
o Storage, Networking, Security, Cloud, Development, and Virtual Applications
• Complete certifications on schedule
• Continuously build and strengthen the brand and the value of IMT from an engineering perspective
IMT Internal Operational Support
• Support internal systems: network, laptops, firewall, gear for new hires, software applications, corporate email
• Security monitoring and implementation
o Work with end-users to implement tools and troubleshoot support requests
• Organize and manage all IMT Lab activities
o Work with sales to coordinate demos, setup necessary systems
o Manage demo and newly acquired systems
o Manage software and licensing
• Assist Project Manager, Inside Sales, and Procurement team members

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Position Requirements
• Achieve specific goals and expectations set forth by management
• Enter time daily into Salesforce Time and Billing application
o Includes: billable, pre-sales, and administrative
• Provide flexible schedules to work with our clients schedules project requirements
• Provide notes within billing system and client communication portal
• Customer problem solving and Customer service skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience at working both independently and in a team-oriented, collaborative environment
• Self motivated to continuously learn new products and architectures without requiring formal training
• Can maintain focus while adapting to shifting priorities, demands and timelines
• React to project adjustments and alterations promptly and efficiently
• Flexible during times of change
• Ability to work effectively with team members and contractors
• Persuasive, encouraging, and motivating to team members, clients, and partners
• Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments
• Ability to defuse tension among project team, should it arise
• Ability to bring a project to successful completion
• Strong written communication skills to create technical proposals, statements of work, present test results and write customer success stories
• Commitment to continuous learning, the understanding and application of new technologies
• Provide education and training to peers, sales and presales staff and others internally
• Illustrate leadership through teamwork on all engagements, both internally and externally
• Ability to meet deadlines, follow-through on commitments, and take corrective action where appropriate
• Work with management to assist in improving internal operations
o Suggest areas for improvement in internal processes along with possible solutions
• Provide leadership for internal teams/task forces