System Engineer

Ntiva Systems EngineerAre 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!How you'll make an impactAs 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 expectationsThis 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 doingAttend 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 personHandle password resets, MFA re-enrollment, and account access requests on-siteTroubleshoot laptop, desktop, printer, and conference room AV hardwarePerform device setup, user migration, and standard workstation imagingProvide 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 staffConduct workstation audits for patch compliance, disk encryption, and Intune/Autopilot enrollmentValidate network connectivity, VPN access, and Wi-Fi stability across the officeMaintain a spare parts and workstation inventory (providing recommendations for additional purchases as needed) to ensure common hardware replacements are availableIdentify and remediate devices out of compliance before they generate security alerts or ticketsEnsure 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 standardsPerform IT operations management on the designated day:Review weekly ticket trends to identify recurring patterns and escalation themesPrepare concise service reports for client stakeholders and Ntiva management leadership covering status, trends, open actions, and detailed remediation plansLead problem management for top demand areas — translate ticket trends into structured improvement initiatives coordinated with the Ntiva support teamMaintain 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 takeawaysOverhaul, build, and maintain operational client documentation and playbooks:After comprehensive review and updates, keep environment documentation current: network diagrams, device inventory, account structure, processesDevelop and update known-fix playbooks for recurring ticket types to improve first-call resolutionStandardize repeatable processes to reduce incident churn over timeWork 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.You'll be successful in this role if you have: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 OneDriveIdentity and access management: MFA, Conditional Access, Azure AD / Entra ID, and account lifecycle managementWindows endpoint support: hardware troubleshooting, OS imaging, standard builds, and device configurationEndpoint management tools: Microsoft Intune and Autopilot, device compliance policies and remediationNetworking fundamentals: connectivity troubleshooting, VPN, Wi-Fi, DNS, and DHCP basicsAbility to manage operational service reviews, KPI tracking, backlog governance, and stakeholder reportingExperience with documentation and process improvement: playbook authoring, SOP creation, and knowledge base maintenanceStrong communication skills — able to explain technical issues clearly to non-technical staff and leadershipAbility to work independently, manage competing priorities, and maintain a professional demeanor under pressureLeadership experience in an IT capacity — team lead, supervisory, or IT management background preferredThis role involves a combination of desk-based work and physical activity including standing, walking the office floor, and handling IT equipmentBenefits and perksMedical, Dental and Vision coverage for employee and family401k + 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 OptionsEmployee Assistance ProgramPaid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating HolidaysEducation Reimbursement ProgramGenerous Employee Referral Program - cash bonus for successful referrals!Dynamic Recognition and RewardsClear Promotion and Advancement TracksWork with Industry-Leading TalentThe base pay range for this position is expected to be between $75,000 and $90,000 per year. 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.FLSA Status: Salaried, ExemptWork Authorization Criteria: We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.Workspace Requirements and Remote Work Policy: 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