Visual Edge IT · 1 day ago
Systems Engineer
Charlotte, NC
Full-time
Onsite
Entry, Mid Level
2+ years expVisual Edge IT is a company dedicated to achieving excellence in technology and managed IT services. The Systems Engineer will serve as an escalation point for the Service Desk, providing remote troubleshooting and managing customer tickets to ensure satisfaction and timely resolution of issues.
Information ServicesInformation TechnologyService Industry
Responsibilities
Maintain customer equipment to the highest standards
Walk customers through the problem-solving process as needed
Provide customers with the highest level of service by employing prompt responses and effective communication
Record events, problems, and resolutions in ticketing system
Manage customer tickets and use team resources to ensure customer satisfaction and ticket metrics are achieved
Represent Visual Edge Technology professionally to all involved parties including customers, prospects, and outside vendors or partners
Adherence and commitment to Visual Edge Technology Core Values
Timely and accurate completion of reports and documentation
Serve as an escalation point for the Service Desk via phone, chat, ticket, or email
Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions
Remediate and resolve various network and server issues remotely and/or onsite
Determine clear path to resolution is not available
Assist with maintaining internal knowledgebase of network diagrams, documents, processes, and other items for various customers
Participate in on-going training and obtain relevant industry certifications
Be part of the after-hours emergency remote technical support on-call rotation. Emergency onsite dispatch on rare occasions
Provide technical expertise and assistance in a remote or onsite capacity with project implementation, onboarding, and offboarding tasks
Assist with developing, writing, and maintaining standard operating procedure documentation
Perform regular audits and reviews of customer networks to ensure proper security and stability
Provide technical expertise to Sales and Engineering teams regarding products and technologies to fit various customer needs
Qualification
Required
High School Diploma or GED
Minimum 2 years full-time experience working in a technology solutions environment
Must be able to lift up to 50 lbs
Must be able to climb a ladder up to 6 ft high
Must be comfortable with standing for long periods and/or walking frequently
Must maintain a professional appearance at all times during working hours
Valid driver's license, clean driving record, reliable transportation. Up to 60% travel
Preferred
Microsoft 365 Fundamentals
Microsoft MCSA 2012 or later
Microsoft MTA Networking Fundamentals
Microsoft Azure Fundamentals
CompTIA ITF+
CompTIA A+
CompTIA Network+
Cisco Meraki Solutions Specialist
Ubiquiti UNS
Ubiquiti UEWA
Barracuda firewall (CGF01, or CGF04, or CGF09, or CGFPET1
Benefits
PTO
Seven paid holidays per year
Medical
HSA
Dental
Vision
Short term disability
Long term disability
Voluntary life insurance
Employee assistance program
Wellness programs
$25k life insurance policy at no cost to our team members
401k program
Employer match benefit
Company
Visual Edge IT
Visual Edge IT provides professionally managed IT services.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$40MKey Investors
Encina Capital Partners
2023-07-27Debt Financing· $40M
Leadership Team
James Hwang
Chief Executive Officer and Member Board of Directors
Monica Vinay
Chief Financial Officer
Recent News
2025-07-02
SecurityWeek
2025-01-22
2023-08-25
Company data provided by crunchbase