System Engineer

VA Headquarters, 7900 Westpark Dr, Suite A-100, McLean, VA 22102, USA

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast‑paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

As a Systems Engineer, you will serve as the highest level of technical escalation within the Advanced Technical Support department.

• This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).

• Response and coordinated resolution of escalated priority 1 and priority 2 reactive (break/fix) tickets
• Investigation and remediation of Problem Management tickets
• Provide feedback and mentoring to techs on ticket resolutions
• Completion of Remote Operations team projects
• Ensures adherence to established policies, processes, and procedures
• Perform scheduled tasks outlined in client Agreement
• Work with client to schedule client maintenance window
• Communicate with client before and after maintenance windows
• Report on success or issues encountered during tasks
• Perform remediation tasks covered under agreement unless an escalation is needed
• Document any new changes to the client environment
• Document any reoccurring roadblocks in procedures and the workaround
• Perform validation checks on said systems post patching to ensure system stabilization
• Notify and request T&M approval for any out-of-scope remediation, work needed, or security vulnerabilities
• Update tasks on a per-ticket basis
• Develop new methods to automate tasks
• Maximize Monitoring Platform (CW-Automate) in monitoring endpoints
• Work with Operation teams in maintaining company technology standards

• Associate's degree in computer science, Information Systems, Engineering or other related discipline
• 5+ years Help Desk or Field Operations in an MSP (Managed Service Provider) environment
• Must have hands on, real job experience with the following:
  • Cloud technologies:
    Office 365, Azure, Intune
  • Firewalls:
    Meraki, Watchguard
  • Virtualization:
    Hyper‑V, VMware
  • Backups:
    Datto, Veeam
  • Active Directory, DNS, DHCP
• Service and troubleshoot end user issues (computer hardware, OS, software related)
• Ability to communicate and cooperate with various departments in order to obtain information needed
• Ability to work under pressure, while maintaining a tactful and professional demeanor
• Intermediate to advanced level of Microsoft Platforms
• Strong problem‑solving capabilities
• Citrix CCA, VMware VCP, Network+ or Cisco CCNA, Microsoft MCP or Higher, Microsoft 365 Certified:
  Fundamentals or Higher
• This role involves extended periods of sitting or standing and regular use of computers and office equipment

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
• Certifications:
  • Citrix CCA
  • VMware VCP
  • Network+ or Cisco CCNA
  • Microsoft MCP or Higher
  • Microsoft 365 Certified:
    Fundamentals or Higher

• Medical, Dental and Vision coverage for employee and family
• 401k…