Who We Are

Founded nearly 30 years ago, Systems Solution, Inc. (SSI) is a growing and trusted resource for professional IT support and market-leading cloud technologies. We are tenacious in our desire to solve technical challenges. We embrace our passion for information technology and we strive to deliver the highest level of customer satisfaction and professionalism in our work. Our strong marketplace reputation is based on our dedication to our clients – defining, producing and delivering greater value to our clients by responding to their changing needs with the most innovative solutions and the fastest responses.

What We Value

We work as a high-performance team communicating freely and sharing ideas with our colleagues in all parts of the organization. We respect each other as technology experts, engineers and people. We listen and value diverse points of view as they enable us to broaden our thinking and problem-solving abilities. We demonstrate a strong awareness of our own behaviors and their impact on others. We are honest, open, and informal, and we try to make work fun while recognizing the seriousness of our work.

  • Commitment
    Commitment

    Be accountable, work together as a team and communicate clearly.

  • Innovation
    Innovation

    Think outside the box, challenge constructively and act before others do.

  • Community
    Community

    Creating a positive place to work and supporting ethical initiatives.

  • Excellence
    Excellence

    Always deliver exceptional quality, accomplish and improve.

What We Are Looking For

We are interested in hiring a Support Specialist to work as a member of our Service Delivery Team. This person will be responsible for handling second level support of service requests in a professional and timely manner. This relates to all technology - including workstations, printers, networks, and vendor specific hardware and software.

What You Will Be Doing

  • Diagnose and understand high level break/fix issues affecting the following technologies:
    • Citrix Virtual Apps and Virtual Desktops including hosted infrastructure
    • Windows Server 2012/2016/2019
    • Sonicwall Security Appliances
    • Cisco ASA/Meraki devices
    • Networking Infrastructure
    • On premise ESXi infrastructure
    • Ubiquiti Unifi WAPs
    • Microsoft 365
    • Mimecast Email Security
    • macOS and Mac related professional software
  • Manage and triage tickets daily based on SLA response and resolution matrix including client urgency and time
  • Accurately and efficiently document client issues, support tasks, research and time allocated to client support
  • Communicate over the phone and email in a professional matter with customers regarding their current break/fix issues
  • Coordinate and implement system solutions for customers using technologies that meet their needs and industry standards
  • Be a mentor and a strong escalation point of contact for Level 1 Support Analysts

What You Need for the Position:

  • Significant operational knowledge of multiple operating systems and services not limited to Windows 10 and Windows Server versions
  • Knowledge of support and administration of Microsoft 365 and Exchange Online including creation of new accounts, adding/modifying transport rules, setting retention policies and more
  • Significant knowledge of how email flows from one organization to another
  • Active Directory proficiency and understanding of file permission troubleshooting and best practice required
  • Familiarity with Group Policies and the roles they play in an organization
  • Know Azure Active Directory including SAML authentication for third party applications
  • Understanding of core networking technology and protocols including but not limited to TCP/IP, vLAN, DHCP, VPN and TLS/SSL
  • Ability to create and modify ACL/NAT rules to allow inbound/outbound traffic to/from LAN on firewalls and other networking devices
  • Understanding of Citrix Virtual Desktops and Apps and underlying infrastructure including Citrix Netscalers, Citrix Storefront, Citrix Studio, Citrix Director and SQL Server
  • Hyper-V and VMware management and troubleshooting including expanding Datastores, VM resources, restoring VM Snapshots, understanding vMotion and troubleshoot underlying physical host infrastructure
  • Registrar administration, including but not limited to SPF Records, DKIM, and domain SSL certificates
  • Familiar with Powershell and using cmdlets to administer Microsoft 365 tasks, Active Directory reporting along with advance troubleshooting techniques to address break/fix issues
  • Awareness of cyber-security best practices and remediation activities
  • Prior ITSM ticketing, and MSP experience required. (ConnectWise experience not required but a plus)
  • ITIL/ITSM- Incident management, Change Management, Problem Management, Root Cause Analysis
  • ITIL certification and understanding - a plus
  • Strong ability to diagnosis and resolve single end-user issues as well as systems/environment level
  • Technical awareness: Ability to match resources to technical issues appropriately
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Interpersonal skills such as telephony skills, communication skills, active listening, and customer-care
  • Ability to multi-task and adapt to changes quickly while being detail oriented
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • Full-time, non-exempt role

Please feel free to email us at careers@ssi-net.com with your resume and cover note that includes 1) the role you are interested in filling, 2) why you are interested in making a career move to SSI, and 3) why you think you are a strong fit for the role and company.

Thank you for your interest in our company.