IronEdge Group

Systems Engineer

• Perform advanced configuration, deployment, and implementation of software, operating systems, cloud platforms, and hardware in accordance with design specifications and industry best practices across multiple technology domains.
• Serve as the Senior Professional Services Engineer throughout project lifecycles, partnering with Project Managers on project planning, execution, and delivery.
• Support pre-sales efforts by contributing to the design and peer review of enterprise-level technology solutions spanning cloud, on-premises, colocation, and hosted environments.
• Provide advanced troubleshooting and escalation support, ensuring timely diagnosis, resolution, documentation, and communication of issues to leadership and stakeholders.
• Develop high-quality technical documentation, including runbooks, as-built documentation, diagrams, cutover and rollback plans, validation plans, and standard operating procedures.
• Mentor and guide team members while collaborating closely with support teams, project teams, and management to deliver high-quality outcomes.
• Deliver end-user training and provide professional, customer-focused support both remotely.
• Maintain accurate time of entry, ticket documentation, and adherence to company standards.
• Manage workload effectively, support after-hours project or incident needs, and assist the Client Success Team with technology roadmaps to ensure long-term client success.

Systems Engineer III

Support Engineer

• Support Technicians provide front-line technical support to end users, troubleshoot server and network systems, and dispatch to on-site clients to troubleshoot and remediate issues
• This position performs repairs to software or peripheral equipment configurations, following design or installation specifications
• Support Technicians escalating issues to senior staff members
• The Support Technician will interact with users, including C-Level or Executive client contacts, so professional verbal and written communication skills are a must
• Occasional training of end users and new team members is required
• Strong decision-making, problem-solving, multi-tasking, and planning skills are utilized to provide excellent customer service in a fast-paced environment
• Support Technicians work both as a team and as individual contributors, serving as advanced problem solvers with creative solutions that focus on long-term stability
• Attention to detail is required to complete tickets in accordance with company standards
• The desire to learn and the ability to absorb new skills and information are key to this position

Systems Engineer III

IT Support Technician