Systems Engineer - I

The Systems Engineer - Level 1 (SE) plays a crucial role in proactively monitoring our clients’ IT infrastructure to reduce downtime, service disruptions, and equipment failure. The SE is responsible for responding to network, service, and infrastructure disruptions as well as addressing warning signs that could point to an impending problem. The objective of this role is to maximize uptime, optimize performance, and support incident responses for client systems. To accomplish this, the SE actively monitors and remediates customer infrastructure alerts, disruptions and notifications, while also working to reduce potential reoccurring issues. Additionally, the SE works with other members of the team to reduce repetitive alerts generated from the same devices by identifying resource constraints and limitations. The SE is a member of the Digital Support Practice and reports to the Director of IT Operations.

CCP Technologies Cultural Expectations

Successful team members embody our core values every day. They operate with honesty and integrity, deliver swift service and stellar results, collaborate effectively because teamwork makes us stronger, and remain inspired and engaged in driving continuous improvement for our customers and the organization.

Responsibilities

· Patch Management and Failure Remediation

· Identify notification gaps in the alerting process with the current toolset.

· Research and remediate endpoint notifications, help identify patterns of concern and potential impending failures to ensure endpoint health.

· Research and remediate incidents related to Entra Connect Sync between on-premises domain controllers and M365.

· Resolve Zero Trust tickets submitted by customers to ensure that the file in question introduces no security risks to the customer environment.

· Resolve customer submitted tickets regarding emails flagged by Mesh Security to ensure legitimacy and security of potentially dangerous email.

· Resolve customer submitted tickets regarding Breach Secure Now Catch Phish to determine the legitimacy of the email and take appropriate action.

· Assist in responding to “server down” critical alerts.

· Provide resiliency testing of backup processes.

· Create remediation documentation and runbooks to help reduce response times., Performance Metrics

• Measure Response Time for the following ticket types:
• Zero Trust Ticket Response Time
• Mesh Security Ticket Response Time
• Breach Secure Now Catch Phish Response Time
• Percentage of customers resiliency testing has been performed against
• Percentage of devices that are unhealthy as reported in Ninja

Core Values Alignment

At CCP Technologies, we believe that how we achieve results is just as important as the results themselves. Every team member is expected to demonstrate behaviors that reflect our core values and contribute to our culture.

Honesty Is Our Foundation

We build trust through transparency, integrity, and accountability.

Employees are expected to:

• Communicate clearly and accurately with customers, partners, and colleagues about issue status, root cause, next steps, and any uncertainty that remains.
• Take ownership of assigned tickets, commitments, escalations, and mistakes by documenting actions taken, communicating blockers early, and seeing issues through to resolution or proper handoff.
• Act ethically when handling client systems, credentials, data, and vendor interactions, making decisions that protect CCP’s values, customer trust, and company reputation.

Swift Service. Stellar Results.

We respond with urgency and deliver excellence.

Employees are expected to:

• Respond to customer and business needs promptly and professionally by acknowledging tickets, setting clear expectations, prioritizing appropriately, and keeping the customer informed.
• Follow through on commitments by updating tickets, documenting troubleshooting steps, communicating progress before the customer has to ask, and escalating when resolution requires additional expertise.
• Focus on delivering high-quality outcomes by resolving the customer’s issue, reducing repeat incidents where possible, improving documentation, and leaving the customer confident in the solution.

Teamwork Makes Us Stronger

We achieve more together than we can individually.

Employees are expected to:

• Collaborate with Digital Support, Digital Engineering, vendors, and account-facing team members to resolve issues efficiently and support shared customer outcomes.
• Treat customers, colleagues, vendors, and partners with respect and professionalism, especially during urgent, high-pressure, or ambiguous support situations.
• Share knowledge by improving documentation, contributing troubleshooting notes, offering peer assistance, and helping the team resolve recurring issues more consistently.

Inspired and Engaged

We bring enthusiasm, purpose, and a commitment to continuous improvement.

Employees are expected to:

• Take initiative by identifying recurring issues, suggesting improvements to support processes, strengthening documentation, and helping reduce avoidable tickets or repeat escalations.
• Embrace learning, growth, and constructive feedback by expanding technical skills, learning from escalations, applying coaching, and staying current on the platforms CCP supports.
• Contribute ideas and positive energy that help CCP improve service delivery, strengthen client environments, and create better outcomes for customers and teammates.

• Associate/Bachelor’s degree or technical certification in Information Technology, Computer Science, Engineering or equivalent work experience.
• Strong knowledge of operating systems, networking fundamentals (TCP/IP, DNS, firewalls) and command line interfaces.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication, documentation, and collaboration abilities.
• Excellent communication and interpersonal skills, with the ability to work effectively in a team environment and interact with users and stakeholders at all levels of the organization.
• Ability to work under pressure.
• Strong customer service skills., Experience working at an IT MSP company and field experience with great customer skills a plus., * Bachelor’s (Preferred), * IT Managed Service Provider: 2 years (Preferred)
• Network engineering: 2 years (Preferred)
• Cloud infrastructure: 2 years (Preferred)
• Network security: 2 years (Preferred)
• Operating systems: 5 years (Preferred)

Excellent Salary

Performance-based Bonus Structure

Medical/Dental/Vision/Life/Disability

Retirement IRA program with employer contributions

Holidays and Paid Time Off

CCP Technologies is a full-service IT firm that has served small businesses in the Carolinas for over twenty-five years. We provide cost effective solutions and sound advice to our clients in all areas of technology, both on-premises and off. Our goal is to help our clients optimize their investment in technology and reduce risk while providing mission critical solutions and services. We work with our clients to understand their business so we can collaboratively design, implement and maintain solutions that are tailored to their needs.

https://www.ccpteam.com

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Compensation Package:

• Bonus opportunities