Systems Engineer Tier II

Job Description

Requirements
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### Must have:

### - We require a bachelors degree in information systems or a related field, plus at least 2 years of relevant experience; alternatively, we accept 5 years of related experience and/or training, or an equivalent combination of education and experience in Managed Services. - We need strong working knowledge of Microsoft Office Suite and customer relationship management tools such as Salesforce. - We require the ability to read, analyze, and interpret quotes and reports. - We need effective English communication skills, including reading, writing, speaking, and understanding, to interact with employees, leadership, vendors, and customers. - We require a valid drivers license and motor vehicle insurance meeting at least the state minimum coverage requirements. - We need the ability to travel to customer sites and other locations for short- to medium-term projects. - We value candidates who can manage physical demands such as walking, standing, sitting, accessing equipment in a data center, and occasionally lifting up to 75 pounds. - We are looking for someone who can work flexible hours, including evenings, weekends, holidays, and on-call rotations as needed. - We cannot sponsor visas, so candidates must be eligible to work in the United States. - We prefer candidates with a strong customer service mindset, accurate product and application knowledge, and experience supporting professional services statements of work.

Responsibilities:
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- We serve as a primary escalation point for Tier I engineers handling service requests and incidents for both customers and internal operations. - We troubleshoot customer-facing systems, storage, software, and related issues, helping drive cases to resolution. - We guide and support Tier I engineers through initial triage, remediation, and basic service coordination. - We review completed service requests and incidents to catch errors, omissions, and any additional actions needed to close out issues effectively. - We act as the first point of contact for incoming customer communications when required. - We design implementation plans for customer solutions and support successful deployments. - We install, configure, and provide subject-matter expertise on the systems and appliances we represent. - We prepare project files in a timely manner and provide project management support when appropriate. - We identify professional services opportunities that address customer needs across security, networking, storage, systems, voice, and mobility. - We help define our value proposition for end users and support sales opportunities alongside our sales team. - We create detailed documentation and maintain an organized customer database. - We follow our policies and procedures for recording activity in our CRM tools. - We participate in a weeklong overnight on-call rotation several times throughout the year. - We respond to phone calls, system alerts, and requests for remote or on-site support outside normal business hours when needed. - We perform other duties as assigned.
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Company:
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We are Structured Communication Systems, Inc., a leading information technology consultancy and systems integrator based in Clackamas, Oregon, with a hybrid remote work arrangement. Our Managed Services team supports secure, reliable technology solutions that help businesses run critical applications, maintain continuity, improve data center performance, enable mobile workforces, and strengthen information security and governance. We offer a full compensation and benefits package, including medical, dental, and vision coverage, group life and AD\&D insurance, short- and long-term disability, 401(k), paid time off, and additional voluntary benefits. We also invest in professional growth through self-study, formal training, on-the-job learning, and encouragement to pursue industry certifications. We are seeking qualified candidates who are authorized to work in the United States and can thrive in a collaborative, customer-focused environment.
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