Systems Engineer I

Job Description

Job Description

Note: Applicants must reside in Minnesota

Northland Business Systems is looking for a Systems Engineer I in/around Burnsville, MN. This position will be working primarily in logging and dictation will be a secondary responsibility. The Systems Engineer I is responsible for assisting customers with technical issues or questions relating to computer hardware or software. Their duties include taking phone calls from customers, and communicating with them through multiple platforms, helping customers diagnose technical issues over the phone, online, and speaking with them about installing, supporting, and maintaining hardware or software on their networks. This position includes travel to on-site as well as occasional out-of-state travel.

DUTIES AND RESPONSIBILITIES

• Install and support Digital Dictation & Video Recording equipment as well as Voice Logger equipment
• Support each other on team and within the company to resolve internal issues as needed.
• Work with sales staff and project management on organizing upcoming meetings and installations.
• Create and resolve tickets for each service request through BMS and projects through QUIP.
• Meet with IT Supervisor to receive coaching and support to continually improve and grow.
• Using creativity and innovation to produce better functioning systems and products to move the company forward.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Prioritize, schedule, and administer all instances where enhancements and defect resolutions are required.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Support customers in learning new products and applications and assist in determining fit.
• Perform recommended preventative maintenance, including installing service packs, patches, new releases, hotfixes, etc.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue to IT Glue.
• Provide 24/7 Rotating On-Call responsibility as either primary, secondary or third-level support.
• Learn new products.
• Travel to customer sites which may include overnight stays and travel via company vehicle.
  

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Ability to create and manage tickets and projects consistently and thoroughly.
• Ability to update and/or provide customer documentation in QUIP, IT Glue, and other applicable software programs.
• Skilled at providing friendly and quality customer service.
• Knowledgeable in and be skilled at using Outlook, Teams, Word, Excel and any other programs that meet company needs.
• Willingness to be a self-starter by taking on a variety of tasks to best serve the client and their project work.
• Ability to possess strong communication skills internally and with the customer to meet their service needs.
• Ability to have a strong attention to detail.
• Ability to contribute and collaborate well on a team.
• Ability to identify, investigate, and troubleshoot problems to find solutions.
• Ability to adapt to provided tools including QUIP, IT Glue, Log Me In, Kaseya, etc.
• Knowledgeable about conflict resolution techniques and willingness to use them

Qualified Applicants must have at least two to four years of experience with software and hardware support.

Northland Business Systems provides a comprehensive benefits package, including but not limited to Health Insurance benefits, LTD, STD, Life/AD&D, Paid Time Off, 9 paid holidays, and a 401k company match. We strive to maintain our competitive salaries for the market, ensuring we have our hard working employees' wellness in mind.