Level 1 Systems Engineer

• Quickly responds to support needs via ticketing system.
• Consistently monitors service ticket screens for determining support responses.
• Responds quickly to all alerts generated by our monitoring platforms.
• Interacts with customers to provide real time support.
• Accurately notates all details and interactions within tickets, by following established Managed Services protocols.
• Follows up as necessary on outstanding tickets.
• Ensures that all tickets maintain appropriate ownership.
• Follows all proper ticket escalation procedures to ensure timely ticket resolution.
• Prioritizes tasks in a fast-paced environment.
• Utilizes available documentation, established guidelines, and troubleshooting skills to resolve all support needs.
• Remotely accesses systems to resolve support needs.
• Participates in a team-focused learning environment by creating knowledgebase content
• Partners with management to learn all existing VAF Managed Services platforms and systems.

As a Level 1 Systems Engineer at VAF, a Managed Services Provider (MSP), you will deliver front-line technical support to a diverse portfolio of client environments as well as internal employees. You’ll troubleshoot end-user and infrastructure issues, deploy standardized solutions, and collaborate closely with both internal teams and customer contacts-owning tickets from intake through resolution. This role requires strong communication, technical curiosity, and a commitment to delivering world-class client experiences., * A high level of motivation and a strong ability to build positive working relationships

• Clear and professional verbal and written communication skills
• The ability to actively listen and accurately interpret customer and team needs
• Strong diagnostic and troubleshooting skills
• Independent problem-solving capability with sound judgment
• A collaborative mindset - willing to seek guidance, share knowledge, and learn from fellow Managed Services team members

What You’ll Bring to the Role

• High school diploma or equivalent
• 1-2 years’ experience in an IT Support/Help Desk role

Technical Skills That Set You Apart

(Not all required, but strongly preferred)

• Previous experience with Networking, Active Directory, Sophos, Microsoft Windows servers, Cisco, Fortinet, VMWare, HP, SAN, NAS, Virtualization, LAN, Servers, AutoTask, COVE, Datto, IT Glue, Scale
• Office365 setup and troubleshooting
• Net+ Certification
• A+ Certification
• Microsoft AB-900

Pulled from the full job description

• Referral program
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Flexible spending account, At Van Ausdall & Farrar, our people are our number one asset. Our employees are the driving force that allows us to be successful now, and in the future. Below is an overview of our comprehensive benefits:
• Generous PTO
• 7 paid holidays + 1 personal holiday of your choosing
• Weekly Employee Engagement Activities
• Paid volunteer time
• Monthly Fitness Reimbursement
• Tip Lead/Business Referral Program
• Medical, Dental & Vision with corresponding Flexible Spending Account (FSA) and Health Savings Account (HSA)

Van Ausdall & Farrar is Indiana’s leader in business office technology services since 1914. We provide Cloud Solutions, Cybersecurity, IT Managed Services, Copy & Print Solutions, Internet/ISP Services, Phones, Video Surveillance, Document Conversion, and much more. We are a privately-owned, Indianapolis based business whose mission is to provide value-driven technology solutions to meet the individual needs of our customers, while providing world-class customer service & making a positive impact on our community.