Role Description The Systems Engineer (SE) is responsible for implementation of networking technologies for clients and supporting clients and their networks. The SE configures the equipment and software to meet client business needs and documents the solution for ongoing support. This position will provide second level technical support and main level ticket tracking in an efficient and effective manner. The SE can also function as part of an implementation team on larger projects, or individually provides the services on support visits or smaller project needs. The primary role focus is to decrease time to resolution and increase revenue by acting as a project resource and an escalated resource for service tickets and Service Desk escalations. Job Responsibilities - Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications. - Second level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments. - De-escalate client situations related to outages, communications, and travel onsite where necessary. - Troubleshoot hardware & accurately determine fixes. - Adherence to SOPs. - Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.) - Perform post-resolution follow-ups to help requests. - Research issues and resolves technical problems. - Implement and maintain operational documentation and procedures. - Issue the daily operations status report and project status reports as required. - Complete technical and special projects as assigned. - Daily entry of time within current ticketing platform and keeping tickets updated. Maintain minimum of 32hrs of billable time. - Coordinate with Service Coordination for work assignments. - Coordinate with Project Management for intermittent project work assignments. - Continue to learn new technologies and solutions. - Keep and maintain work calendar. - Update client documentation after any change to the client’s network. - Maintain necessary professional certification statuses. - Assist with vendor certifications as required. - Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects. - KPIs: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility. Qualifications - Must have experience at an MSP, service desk and/or corporate IT Experience as a technical support representative/consultant supporting small to mid-size clients. (5+ years) - 5+ years project engineering experience. - Exceptional written and verbal communication skills. - Exceptional ability to multitask. - Ability to be on-call and work after-hours. - Exceptional ability to adapt and learn new platforms and skills on the fly. - Exceptional sense of urgency. - Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows, Office 365, Intune, JAMF. - Experience supporting Outlook/Office 365 Admin Portal. - Experience managing and configuring Windows OS Workstation/Server OS security, sharing, patches, and group policies in a Windows Domain environment. - Experience with cloud storage and remote connectivity solutions. - Experience with various advanced networking technologies. - Experience in remediation of EDR related issues. - Experience in implementation and remediation of various backup solutions. - ConnectWise Automate Familiarity or similar RMM solution. - Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. - College degree from an accredited four-year institution or relevant technical experience. - Previous customer support, sales or technology experience. - Technical Certifications (Preferred): Microsoft, Cisco, VMWare, JAMF, SonicWALL, Fortinet, CompTIA. - Current MCSE/MCSA or similar level Microsoft Certifications. - Current CCNA certifications or Extensive knowledge and understanding of the OSI model. Customer Requirements - This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function. Core Competencies - Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes. - Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge. - Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment. - Collaborative Integrator – Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity. - Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude. - Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency. Benefits - Base salary range: $75,000 to $80,000. - This position is also eligible for a bonus in accordance with the terms of the Company's plan. - Health and Welfare (Medical, Dental, Vision). - Accident, Critical Illness, and Hospital Indemnity. - Employee Assistance Program (EAP). - Life and AD&D Insurance. - Short- and Long-Term Disability Insurance. - Flexible Spending Accounts. - Transportation and Parking Accounts. - Health Savings Accounts (with company contribution). - Retirement Planning (401k with matching contribution). - Legal Benefits. - Identity Theft Protection. - Pet Insurance. - Wellness Program Offerings. - Paid Time Off, accrued per pay period based on years of service starting at 15 days annually. - 8 Paid Holidays per year, including 1 floating holiday.

• Serve as a strategic liaison between Business Operations, Cybersecurity, and Information Technology • Elicit and document business needs; translate those needs into clear, actionable functional and non-functional requirements • Support solution design to ensure alignment with organizational goals, security standards, and compliance obligations • Facilitate ministry activities and contribute to CBN’s Biblical mission to advance the Gospel of Jesus Christ worldwide

• Manage, maintain, and optimize server infrastructure hosted across public cloud environments. • Work closely with cross-functional teams including development, QA, and product management to support application deployments, troubleshoot complex system issues, and improve infrastructure automation. • Design, implement, and manage cloud-based infrastructure across one or more major public cloud platforms (AWS, Azure, GCP). • Administer and support Linux and/or Windows server environments, including patching, performance tuning, and system hardening. • Troubleshoot and resolve infrastructure and OS-level issues to ensure high availability and minimal downtime. • Collaborate with application and DevOps teams to support deployments and ensure smooth integration into cloud environments. • Implement and maintain automation for provisioning, configuration management, and operational tasks. • Optimize infrastructure for performance, scalability, reliability, and cost efficiency. • Contribute to disaster recovery planning, backup strategies, and system resiliency. • Support security and compliance initiatives by implementing best practices for system access, patching, and vulnerability management. • Develop and maintain documentation for system configurations, processes, and operational procedures. • Participate in infrastructure migrations and modernization efforts across cloud platforms. • Stay current with emerging technologies and continuously improve operational practices.

• Work on coding .NET systems to enable new business initiatives and ensure the product's regulatory compliance, demonstrating technical versatility to handle different architectures and framework versions; • Architect and model data structures for projects of varying complexity, strategically collaborating on high-complexity initiatives to ensure data integrity, availability, and the optimal choice of storage technologies; • Support the analysis of functional and technical requirements to meet business needs and translate them into solution architecture designs; • Create and maintain up-to-date technical documentation for adopted solutions (architecture/services); • Review delivered code and artifacts to ensure quality; • Identify and implement incident workarounds by understanding error scenarios, proposing improvements and fixes; • Work on technical topics such as impact assessments, system architecture definition, and standards and procedures; • Develop unit tests and automated regression tests, supporting system validation to enable deliveries that prioritize availability and the solution's quality standards; • Proactively notify risks related to obsolescence or security; • Assist in identifying potential infrastructure, performance, or system failure points and propose solutions/improvements to eliminate issues in the short, medium, and long term.