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Systems Engineer L2
Ref No.: 17-02650
Location: Miami, Florida
Position Type:Full Time
Systems Engineer- Finance and Banking system support

This position will require advanced virtualization experience, Citrix and Exchange Server support and a focus in Back-up and Storage methods and technologies.
The Systems Engineer will be sitting on-site at a financial services company located on Brickell. We are strictly seeking an engineer who has worked onsite at a Bank supporting their internal system.
You will be responsible for handling support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:
  • IT Support relating to technical issues involving core business applications and operating systems
  • Support of disaster recovery solutions
  • Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review in UDT's Professional Service Automation (PSA) tool
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Provides support to end users on a variety of issues
  • Identifies, researches, and resolves technical problems
  • Responds to telephone calls, email and personnel requests for technical support
  • Documents, tracks, and monitors the problem to ensure a timely resolution
  • Familiar with a variety of the field's concepts, practices, and procedures
  • Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements
  • Execute Managed Services functions as needed on a rotational shift
  • Engage with customers onsite via our Co-IT Managed Services offerings
  • Be available for on call support when scheduled
Additional Responsibilities
  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer level support

Skills & Requirements
  • Bilingual: English and Spanish or Portuguese
  • Must have a minimum of five years of hands on experience in a fast paced and dynamic technical support environment.
  • Professional IT Certifications, such as: Microsoft MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP - Required
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization's key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment