Primary (Systems) Engineer
Position Title:

Primary Engineer

Direct Reports:

None

Department:

IT Operations

Location:

Grand Rapids

Reports To:

IT Operations Manager

Position Summary:

The Primary Engineer manages assigned client relationships such that:

1) The client's IT systems operate dependably, efficiently, and effectively enable the client to focus on their core business.

2) The Primary Engineer, and by extension SCS, is viewed as a valuable, key component of each client's team, and is relied on for both strategic IT planning as well as ensuring the client's day-to-day IT use and experience is viewed as excellent.

3) The Primary Engineer is looked to as the "expert" and the "manager" of the IT systems at the client's site (s).

4) The Primary Engineer will initiate and facilitate the effective utilization of Support Engineers and other company resources and tools, to accomplish the seamless delivery of an SCS Wow experience to clients.

Organizational Values:

Relationships - Relationships are at the heart of our business. Relationships are what keep clients working with us for years. It is putting clients’ needs first ahead of those of SCS. It is taking the time to communicate well (erroring on the side of over-communicating), care for, and connect with each other and our clients.

Work Together - The consistent effort of working with other likeminded individuals towards a common purpose helps us to both be a success as well as demonstrate significance in the lives of those around us. We should be considerate and thoughtful in our dealings with each other, our clients and the world at large. When someone disagrees with us or attacks us we listen, we think, and we respond calmly and clearly. We directly address the idea or the situation, not the personality or the pressure. We treat everyone with respect.

Intent Based Leadership - Good leadership is about creating an environment where people feel valued and are proud of their work. It is a place where each member of the team understands how they fit within the whole of the organization and how they contribute to its overall goals. They feel inspired, motivated, responsible, and accountable. It’s creating leaders instead of followers. Give control and decision-making power to people who have the information and trust them to make the right decision.

Ownership - Taking ownership is about taking responsibility for results and not assuming it’s someone else’s responsibility. It’s the opposite of passing the buck. Ownership means getting the job done with intent of doing it correctly the first time. We take pride in our work, we plan well and are always prepared. Simply put, we do what it takes to get the ball into the end zone.

Simplicity - Simplicity and clarity is at the core of all we do, from the way we price our services, to the solutions we implement, and to the way we run our business.

Essential Responsibilities:

• Ensures all assigned client sites are well documented. The documentation should be accurate, current, and accessible to other coworkers on the IT Support team. This documentation is uploaded into Passportal.
• Provides an “SCS Wow Service” to any internal and external clients. This would include effective collaboration with other Primary Engineers', Support Engineers, and any other roles supporting the direct delivery of SCS Wow service to clients.
• Shapes the client’s IT strategy by addressing needs and providing recommendations to facilitate each client's growth, needs, and plans.
• Assists the Sales Engineer and vCIO with producing relevant, timely, high-quality technology roadmaps for your clients.
• Addresses any daily support needs from assigned clients, while also effectively utilizing Support Engineers (and other IT Support team members) to efficiently deliver services in a timely fashion.
• Coordinates with other departments, such as the Development group (programmers), etc.
• Provides the Account Manager technical information to facilitate effective, accurate, and timely quoting on new projects for clients.
• Performs project work for each end client and utilizes Support Engineers (including Lab support and tools, and coordination of 3rd party vendors) to achieve timely, on budget, SCS Wow delivery on all projects.
• Attends training seminars or conferences to ensure up to date knowledge on SCS’s Tech Stack.
• Collaborates and bring solutions to all internal and external client meetings.
• Ensures server maintenance is completed as needed for assigned clients, whether completed by a Support Engineer, automated processes, or the Primary Engineer themselves.
• Performs other duties as assigned.

Supervision Received:

General Direction: Plans and arranges own work. Uses a wide range of procedures to accomplish assigned objectives.

Supervisory Responsibilities:

Informal leadership: Determines work assignments, priorities, and procedures for team members. Responsible for assigning, scheduling, and ensuring the quality and quantity of work. May or may not approve time off and schedule adjustments. Provides training and coaching.

Education & Experience:

• Associate degree specializing in IT or equivalent work experience. Bachelor’s degree preferred.
• Three (3) to seven (7) years of experience in IT support roles.
• One (1) to two (2) years of experience in customer facing roles.
• Driver’s License required.
• Microsoft, Cisco or Meraki certifications preferred.

Other Knowledge, Skills & Abilities:

• Proficient understanding of interpersonal communication and is able to effectively communicate with various clients and levels of positions face to face, over the phone or on email.
• Has current knowledge of Microsoft products, including an in-depth understanding of Windows Server and Active Directory, Windows Desktop OS, Office & Office 365, etc., plus related commonly used technology such as Cisco and Meraki, Datto, RMM, etc.
• Ability to win others over with well formulated and reasoned recommendations and strategies.
• Comprehensive understanding of effective troubleshooting skills, and ability to demonstrate those skills in solving common IT issues in a fast paced and high volume environment.
• Uses care with any company provided equipment or tools which are assigned for use, whether temporarily or long term.
• The successful individual will have a grasp of the "big picture" for each client, and be able to effectively balance client expectations, IT budget, project planning, and routine client needs for IT assistance.

Core Competencies:

• Delegating Responsibility: Allocation of authority and/or task responsibility to appropriate people to maximize the organization's and individual's effectiveness.
• Organized: Ability to be structured and methodical in working skills, balancing multiple projects, and prioritizing.
• Relationship Building: Ability to establish and maintain a good rapport and cooperative relationship with customers and co-workers.
• Results-Focus: Strength in planning, organizing and implementing projects to meet established goals.
• Self Motivated: Ability to reach a goal or perform a task with little supervision or direction.

SCS provides its staff with a positive, high-energy work environment. We know that the company’s success depends on how well we serve our clients, and that this level of service will be determined by the quality of people that make up our firm. As such, we seek out, and only accept the best. We work with all our staff, every week, to improve their skills and train them on new technologies as well as broadening their skill set to new areas both technical and non-technical.

If the preceding describes an appealing environment and acceptable requirements and responsibilities, please submit your resume for consideration.

Job Type: Full-time

Pay: $50,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Retirement plan

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Work Location: One location

Please Note :
dgeus.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, dgeus.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.