System Engineer

As a Systems Engineer, you will be the accountable owner for IT operations governance as well as onsite day-to-day field support for one of Ntiva's DC-based clients. You will deliver scheduled onsite support, address recurring and ad hoc technical issues, and drive continuous improvement through project involvement/support, trend analysis, problem management, and clear documentation.

You will also provide technical guidance and operational leadership for organization-wide issues, as well as any ongoing and future initiatives. In this role, you will help ensure Ntiva and our clients remain aligned around secure, well-documented, high-performing technology environments that support evolving organizational needs.

Location and Work Expectations

• This exciting opportunity involves working on-site with a client in the Washington DC area, providing an immersive and dynamic work experience.
• Monday - Friday, 4 days working onsite and 1 day working remote.

What you will be doing

• Attend daily, scheduled onsite appointments to provide end user support, in addition to maintaining, upgrading, inspecting and managing client IT infrastructure. This may extend on occasion to ad hoc, priority, or emergency support.

• Provide hands-on user support and walk-up triage during onsite visits:

• Resolve Outlook, Teams, OneDrive, and M365 application issues in person

• Handle password resets, MFA re-enrollment, and account access requests on-site

• Troubleshoot laptop, desktop, printer, and conference room AV hardware

• Perform device setup, user migration, and standard workstation imaging

• Provide onsite client support for employee onboardings (hardware setup and coordinating with client and Ntiva remote support staff to streamlined orientation experience)

• Provide onsite client support for employee offboardings (hardware collection, storage, inventory preparation and storage)

• Troubleshoot and resolve organization-wide outages or disruptions, coordinating with remote support staff

• Conduct workstation audits for patch compliance, disk encryption, and Intune/Autopilot enrollment

• Validate network connectivity, VPN access, and Wi-Fi stability across the office

• Maintain a spare parts and workstation inventory (providing recommendations for additional purchases as needed) to ensure common hardware replacements are available

• Identify and remediate devices out of compliance before they generate security alerts or tickets

• Ensure all server room equipment is documented, maintained through necessary updates, and routinely reviewed for any potential disruptions or degradations in performance (providing remediation plans as needed).

• Maintain and troubleshoot endpoint and infrastructure standards

• Perform IT operations management on the designated day:

• Review weekly ticket trends to identify recurring patterns and escalation themes

• Prepare concise service reports for client stakeholders and Ntiva management leadership covering status, trends, open actions, and detailed remediation plans

• Lead problem management for top demand areas - translate ticket trends into structured improvement initiatives coordinated with the Ntiva support team

• Maintain a lightweight change calendar and draft advance communications for impactful changes (internal and with Ntiva support)

• Provide onsite, post project follow-up support, in addition to collaborating with Ntiva support to provide insights and takeaways

• Overhaul, build, and maintain operational client documentation and playbooks:

• After comprehensive review and updates, keep environment documentation current: network diagrams, device inventory, account structure, processes

• Develop and update known-fix playbooks for recurring ticket types to improve first-call resolution

• Standardize repeatable processes to reduce incident churn over time

• Work closely with the Ntiva dispatch support team members and the remote Service Delivery team to meet scheduling expectations and coordinate cross-functional initiatives for client support.

• Provide excellent customer service to end users, maintaining a professional, approachable presence as the client's named and designated IT contact., Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva's IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member's normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.

• 5+ years of experience in IT operations, service delivery, or a similar field (MSP or internal IT environment)
• Strong Microsoft 365 administration: Exchange Online/Entra ID, Outlook, Teams, SharePoint, and OneDrive
• Identity and access management: MFA, Conditional Access, Azure AD / Entra ID, and account lifecycle management
• Windows endpoint support: hardware troubleshooting, OS imaging, standard builds, and device configuration
• Endpoint management tools: Microsoft Intune and Autopilot, device compliance policies and remediation
• Networking fundamentals: connectivity troubleshooting, VPN, Wi-Fi, DNS, and DHCP basics
• Ability to manage operational service reviews, KPI tracking, backlog governance, and stakeholder reporting
• Experience with documentation and process improvement: playbook authoring, SOP creation, and knowledge base maintenance
• Strong communication skills - able to explain technical issues clearly to non-technical staff and leadership
• Ability to work independently, manage competing priorities, and maintain a professional demeanor under pressure
• Leadership experience in an IT capacity - team lead, supervisory, or IT management background preferred
• This role involves a combination of desk-based work and physical activity including standing, walking the office floor, and handling IT equipment

3.33.3 out of 5 stars Bethesda, MD Hybrid work $75,000 - $90,000 a year, Pulled from the full job description

• Referral program
• Tuition reimbursement
• AD&D insurance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off, Benefits and Perks
• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Employee Assistance Program
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
• Education Reimbursement Program
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks
• Work with Industry-Leading Talent

The base pay range for this position is expected to be between $75,000 and $90,000 per year, plus an annual on-target bonus of $ or % (or commission plan). The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we're more than a Managed Services Provider, we're a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other. Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we're on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together. If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we'd love to meet you. Come explore one of our many opportunities and grow with us!