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About the Role
The TOC Systems Engineer will support customer systems infrastructure and desktop computing through Impact’s incident, request, and change management processes. This role partners with end users, internal teams, and third-party vendors to restore service and complete various IT-related tasks. It is designed for an engineer developing technical expertise across multiple technologies while delivering exceptional customer support.
Responsibilities
- Provide world-class customer support and technical assistance for Impact Networking customer environments.
- Handle server, workstation, application, backup, monitoring, and cloud-related incidents, change orders, and service requests.
- Monitor customer and core infrastructure by learning alert management platforms, verifying alert validity, and following documented troubleshooting procedures.
- Follow outlined procedures for customer notification, ticket updates, assignment, escalation, and closure.
- Provide a professional technical interface with customers, internal teams, and vendors.
- Assist in reviewing customer requests and escalate advanced engineering concerns.
- Assist with backup, patch management, monitoring, and routine system administration issues.
- Perform documented system configuration changes in response to approved client issues or service requests.
- Troubleshoot system and application issues using documented procedures, available tools, and guidance from senior engineers and TOC managers.
- Document technical work and track time in HaloPSA, including notes, timelines, troubleshooting evidence, resolutions, and operational procedures.
- Keep users informed of ticket status with clear, concise customer communications.
- Build familiarity with the client base and customer environments.
- Participate in technical training, mentorship, and certification development.
- Maintain technical expertise and required industry certifications.
- Serve in scheduled after-hours, on-call rotations.
Requirements
- Minimum of 2 years of experience in IT support, help desk, systems administration, or technical operations.
- Foundational operational support experience and developing technical troubleshooting skills.
- Foundational knowledge of virtualization, server administration, cloud technologies, endpoint support, and networking concepts.
- Working knowledge or exposure to Windows Server, VMware/ESXi environments, Active Directory, basic network configuration including IP addressing, DNS, and routing, Microsoft Azure, Microsoft 365, Azure Virtual Desktop concepts, backup and disaster recovery solutions such as Datto, endpoint management and workstation support, and monitoring or remote management tools.
- Proficiency with documentation management platforms.
- Working knowledge of event and incident management systems, including support for Incident, Change, and Service Request requirements.
- Strong communication skills and customer-service focus.
- Strong time-management, organization, writing, and verbal communication skills.
- Ability to communicate and work directly with customers to identify and resolve technical issues within scope.
- Ability to exercise sound judgment, ask for help appropriately, take initiative, work under pressure, and manage multiple priorities.
- Candidates must be authorized to work in the United States at the time of application.
Skills
- IT support
- Help desk
- Systems administration
- Technical operations
- Virtualization
- Server administration
- Cloud technologies
- Endpoint support
- Networking concepts
- Windows Server
- VMware/ESXi
- Active Directory
- IP addressing
- DNS
- Routing
- Microsoft Azure
- Microsoft 365
- Azure Virtual Desktop
- Datto
- Endpoint management
- Workstation support
- Remote monitoring and management tools
- Documentation management
- Event management systems
- Incident management systems
- Service request management
- Communication skills
- Customer-service focus
- Time-management
- Organization
- Writing skills
- Verbal communication skills
Location
- United States
Work Type
- Full-time
Experience Level
- Minimum of 2 years of experience
Education Level
- Bachelor’s degree in Business Management, Computer Science, Information Technology, or equivalent work experience preferred.
- CompTIA A+
- CompTIA Network+
- CompTIA Server+
- CompTIA Security+
- Microsoft Azure Fundamentals
- Microsoft 365 Fundamentals
- Microsoft Security, Compliance, and Identity Fundamentals
- Microsoft Certified: Modern Desktop Administrator Associate
- Other associate-level Microsoft certifications
Benefits
- 5-year Tiffany & Co. Gift Card or Custom Menswear
- 10-year Custom Rolex
- 20-year $20,000 Check incentive rewards
- Up to 20 days of PTO
- 7 Paid Sick Days
- 12+ paid holidays
- Paid Parental Leave
- On-going training & continued education reimbursement
- 401(K) & retirement plans with complimentary financial advisory services
- Comprehensive health, disability, life, dental, and vision plans
About the Company
- Impact exists because a small group of industry leaders believed companies in our space were doing it wrong.
- Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember.
- That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.
- Growth has never come at the expense of the values that got us here.
- We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business.
- The people who join Impact now will help define what comes next.
Equal Opportunity
- Candidates must be authorized to work in the United States at the time of application.
- Immigration sponsorship may be considered in select cases based on business need, cost, workforce planning, and applicable government requirements.
- Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements.
- Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR).
- Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a “U.S. Person,” as defined by law, or otherwise be eligible to obtain any required government authorizations.