IT Systems Engineer I-II (On-Site: Orland Park, IL)

Wanted: A Relational and Dependable Techno-champion of Pivotal Systems (commonly called an IT Systems Engineer I-II: On-Site) 
EMBARK ON YOUR JOURNEY 

We invite you to join Entara and continue your system-centric trajectory with us as an Onsite, Reactive Services Systems Engineer! Within our Managed Services Department, Entara’s Reactive Services Team is the lifeblood of our organization playing an integral role in the daily IT operations for a variety of different business landscapes 24x7x365. They are a team that remediates fires, jumps through technical hoops, and identifies opportunities for advancement. The changes they implement, the tools they leverage, and the systems they fine-tune enable us to deliver superb results at lightning speed.  

We are currently seeking an Onsite System Engineer to provide a temporary and unique “boots on the ground” presence for one of our key client accounts, while they navigate a merger and substantial organizational change. We anticipate the pure “onsite” nature of this role to last between six (6) – twelve (12) months with the opportunity to consider an internal position transfer once this client commitment is complete.  

In the immediacy, we’re seeking a systems connoisseur who is equally adapt at helping users, troubleshooting IT systems, and fielding onsite technical projects from assignment to execution. Our ideal onsite Systems Engineer is a talented relationship builder with strong communication and collaboration skills and a knack for wrangling client environments into tip-top shape whilst juggling service requests and high-priority problems with a professional flair. Our ideal candidate takes immense pride and ownership in every aspect of their work-from the smallest of user requests to the accomplishment of closing out an expansive project... Are you the poised and dependable systems connoisseur we’ve been looking for?  

WHAT YOU’LL BE DOING 

(Otherwise known as the fine print, the list of job tasks and responsibilities.) 

Our Onsite Reactive Services Systems Engineer is primarily responsible for providing onsite support to one of Entara’s key clients. Issues will range from addressing desk-side and systems support issues to completing assigned project tasks encompassing the necessary new implementations, updates, and configuration changes needed to support our client’s M&A requirements. Routine tasks will involve leveraging diagnostic tools and employing a mastery of desktops & hardware to address client requests, troubleshoot end-user issues through to resolution, deploy approved changes to infrastructures, and maintain necessary documentation standards—ensuring key systems are secure and operating at their peak 24x7x365. This role will report directly to the Reactive Services Team Lead for this client and will work as an onsite extension of their remote, Reactive Services teammates.  

Please note: This immediate opportunity requires 100% onsite availability for a client based in Orland Park, IL and may require the ability to start work in early October 2024. If you are not open to full onsite work in the immediacy, please consider our other open opportunities.  

• Understand the Landscape 
  • Understand current client SLAs, parameters and delivery, keeping your eyes open for continuous delivery opportunities
  • Review & reference logical diagrams, familiarize yourself with client-specific requirements and processes – be acutely aware of the environments you manage
  • Stay abreast of changes performed by vendors and other Entara teams that may affect delivery. Work closely with these teams on remediation should issues arise
  • Follow Entara configuration standards to ensure client systems are following best practices.  
  • Employ Business awareness: leverage specific knowledge of the customer and how IT relates to their business strategy and goals

• Execute Assigned Project Tasks  
  • Work with client and technical leads to capture supportive M&A project requirements and tasks for completion
  • Implement additions and changes to client’s environment, meeting established standards
  • Follow established procedures to capture required information, update documentation, and monitor/manage device and/or individual user updates
  • Track project tasks from assignment to completion. Update necessary internal and client stakeholders. Escalate impeding obstacles and issues to the attention of your Reactive Services Team Lead and Escalation Engineer

• Support Technology and Client Users    
  • Develop a positive and friendly rapport with client personnel. Establish trust-centered relationships through dependable and timely resolution of issues and execution of requests.
  • Work proactively by default. Identify opportunities for improvement on collaborative processes and discovered issues, actioning next steps to establish yourself as a “go-to” resource.  
  • Work through a daily schedule in ServiceNow that has been established through the dispatch process
  • Collaborate with the onsite client support team to provide support of desktop systems & applications, servers, storage, networking, and/or cloud applications based on your areas of expertise  
  • Investigate issues and perform advanced systems troubleshooting in the following areas:
    O365 Administration, Sharepoint, Active Directory, Azure administration including Azure Virtual Desktop, Okta, and Palo Alto Networking
  • Administer hosted and cloud solutions for customers using technologies that meet their requirements
  • Create and complete approved change requests
  • Leverage diagnostic tools, reviewing Event Logs, Syslogs, monitoring data, and memory dumps to troubleshoot issues
  • Communicate with users as necessary: keep them informed of Incident and Request progress, notify them of impending changes or agreed outages
  • Create and document all tickets in ServiceNow. Update ServiceNow time entries, work notes, and expenses in real-time

• Evolve & Escalate 
  • Respond to escalation requests from lower-tier teams, taking ownership of assigned issues
  • Understand when you need to escalate an issue to the next level
  • Call attention to opportunities for improvement
  • Identify and document patterns of escalation 

WHO YOU ARE: REQUIRED SKILLS AND EXPERIENCES

• You are a poised professional and have previously held roles with a strong emphasis on client relations (ideally as a dedicated “go-to” resource).

• You are able to navigate conversations with all levels of users and quickly build rapport and trust in face-to-face interactions.  

• You are completely familiar with client-server networking and the alphabet soup of IT—DNS, WINS, DHCP, VPN, Microsoft MCSA, VMWare VCP1, Cisco CCNA—because you have at least five (5) years’ of experience working as a consummate support professional (ideally with a heavy focus on systems administration & management).  

• More specifically, you have at least three (3) years of experience administering Windows Operating Systems (including Windows 10 and Windows Server) and managing DNS, CIFS, Active Directory, Exchange/Office 365, SQL Server. You do not have one year of experience repeated 20 times.

• You either have a four-year degree in a relevant field, or you are working toward one. You’ve earned vendor-level certifications.

• You’re the grease monkey of the IT environment. You know the ins-and-outs of servers, desktop hardware, and operating systems, are familiar with the diagnostic tools for each, and can put those tools to good use. You are the IT version of the Tappit Brothers on NPR’s Car Talk—throw any problem at them and they have the answer, or they’ll find it.

• Desktop applications such as Microsoft Office Suite, Remote Desktop, and PDF Editors. Internet Browsers, and VPN clients—you know them like the back of your hand.

• You have previously gained at least two (2)+ years with managing cloud-based infrastructure, ideally leveraging Azure.

•  You additionally have comprehensive knowledge of standard employee productivity suites mobile device configurations, switching, wireless security and client configuration. You have foundational understanding of network route, switch, firewall and security technology (including NAT policies and Palo Alto and Cisco hardware). You’ve been exposed to Powershell and Python. Your knowledge of Active Directory, Windows/Linux, and Storage Area Networks is solid.

• You’ve got a specialty, or you want to develop one, within systems support. Growing into an expert on virtualization, the cloud, security, storage, or business continuity & disaster recovery—that sounds like heaven. The key to excellence—not to mention a fulfilling life—is continual learning. Entara supports and rewards professional growth. 

• You are physically capable of lifting up to 40 pounds of equipment in the course of a standard workday, carrying hardware and workstations (potentially up or down flights of stairs) to their designated locations.

• You live within a commutable distance to Orland Park, IL and are open and available to work primarily onsite at the client’s worksite for the duration of your working hours and the assigned client engagement. The onsite engagement is anticipated to last between six (6) to twelve (12) months in duration, with the opportunity for a possible hybrid or remote opportunity to be assigned post-engagement.   

• As an Onsite, Reactive Service Engineer, you are available for a flexing, 9 hour shift (with standard breaks) generally performed between the hours of 7am-7pm CDT Monday-Friday. Current shift expectations are 8:00am - 5:00pm CST Monday-Friday and may be subject to shift due to client need and project requirements. You are open to occasional after-hours work which may be required for client project delivery.  

WHO YOU ARE: PERSONALITY-WISE 

• Service Oriented: You’ve always been motivated by the opportunity to turn someone’s day around, fix something ineffective, and connect with an individual on a personalized level. You seek to build trusted connections with those you support and enjoy being face-to-face in your client interactions.  

• Self-Directed and Self-Driven: You’d label yourself as a hard charging, self-motivated individual. You don’t need a drill sergeant barking you orders to spur yourself to action. You are constantly on the lookout for issues requiring your attention and aren’t afraid to call in the troops to combat an issue that is bigger than you can handle solo.  

• Right Brain, Left Brain OS: You’re a little bit of a fanatic when it comes to knowledge of documented issues and solutions, but you’ve got a streak of Potter-ish ingenuity when something weird comes along. You break problems down, using a logical process of elimination to solve them. But you pay attention to intuitive inspiration. 

• Persnickety: You follow complex, detailed instructions for complex, detailed tasks. Again, you avoid even thinking, “That’s good enough.” As someone who respects others’ time and manages expectations, you consider being “on-time” a virtue and see following through on commitments as the Holy Grail of your personal work ethic. 

• Bilingual in English and Tech-speak. You understand what the problem is, even when the person asking is in-decipherable, technically speaking. While they’re talking, you’re thinking technologically, assessing and solving their issue, then translating the solution into English before communicating it to the end-user. In other words, you speak the mainstream language recognized by Muggles. 
  Appetite for learning:  You’re always reaching for the next apple on the knowledge tree, as well as the last piece of pizza in the box. Learning is its own reward—but it also helps when you have your eye on a job in the next tier. You like working in a managed-knowledge organization that promotes from within. 

• Persistent, but not stubborn: You’re more focused on our clients’ success than being the genius who solves each issue. While you’re not one to give up on a problem you know you can solve, you are self-aware and recognize when it’s time to escalate to a higher tier. Next time, you’ll have the solution at hand.  

WHO WE ARE 

Founded in 2001, Entara is an eXtended Service Provider (XSP) focused on providing cutting edge technology and cyber security solutions to companies in regulated industries. With our roots in providing service to the electronic trading market, we are known for growing with the pace of technological change and the developing security needs of our clients. We are redefining ourselves - and our industry - and creating a new class of service providers, XSPs, because we recognize that MSPs and MSSPs are no longer what our clients need. Downward pressure from both regulators and insurance providers convinced us that it was time to integrate our IT and cyber security offerings and deliver strategic, future facing solutions for our clients.  

In order to build, maintain, and optimize these types of solutions, we need high-performing, highly-collaborative teammates who are excited to join in this journey with us. There are several reasons why employees love being a part of the Entara team. We’ve been recognized as one of Chicago’s Best and Brightest Companies to Work For since 2017. We are a remote-first workplace. We seek to build a team that’s brought together by more than just skills, but who embrace a personal-alignment to the values that precede the work we deliver: Empathy, Excellence, Execution, and Evolution. If this sounds like you, let’s connect and discover if we have the foundation to build something great together.  

WHAT YOU GET IN RETURN 

As an employee at Entara, you will have a direct impact on our operations, our clients, and your fellow EntaraCorps members. Because of that impact, you get our respect and gratitude for the role you play in making Entara the best it can be. We consider mentoring and participating in the continual learning of others to be absolutely essential for both you and your co-workers.  

The salary range for this position is $75,000-$90,000 based on experience and skillset. 

To reflect our commitment to our employees, we offer unlimited PTO, remote-first work, 401k matching, paid parental leave, employee outings (virtual and in person), reimbursement for approved seminars, conferences, and certifications, and 100% employee premium coverage for medical, dental, life, and disability insurance….and that’s just the tip of the iceberg.  

#LI-DNI