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IMT is an Inc. Magazine 2019 Best Workplaces in America Company and is ranked #209 on CRN's Solution Provider 500 list.IMT is an Inc. Magazine 2019 Best Workplaces in America Company and is ranked #209 on CRN's Solution Provider 500 list.

We're Hiring!

Position Overview

Under direction of the Engineering Team Lead, the Jr. Systems Engineer Intern will take on three primary areas of focus: customer support desk triage, internal help desk support, and internal systems / IMT Lab.

Customer Support Desk: You will act as the primary liaison for IMT client’s support requests. This role requires you to manage customer expectations, respond within defined SLA’s, manage internal ticket queue, triage, and define the issue, resolve when possible, coordinating escalation to appropriate team members, vendor partners, third-party contractors and/or consultants and follow through until resolution. This requires a high level of organization and ability to communicate effectively internally and externally. This includes

IMT Helpdesk: You will act as the primary liaison for IMT employee support requests. This includes, MS O365, AD, OKTA, new hire laptop deployment, new hire onboarding, troubleshooting employee systems and working to improve the overall employee equipment lifecycle.

IMT Lab / Internal Systems: The last part of your role is supporting the deployment of internal solutions, updating internal documentation, and assisting with physical equipment changes in our colocation facility. This includes working in the lab to support customer demo systems, demo equipment and internal infrastructure.

IMT engineers have a broad scope of responsibilities as their skill sets allow for variable roles within projects. Key to this is the ability to work in a dynamic and challenging environment. IMT looks for growth and leadership within our team members; paramount to this is your ability to provide technical leadership and vision for the delivery of solutions to our clients, prospects, and partners.

Responsibilities and Duties

Support and Project Delivery

• Follow IMT support guidelines, responsibilities, utilizing all appropriate tools and resources as required per task
• Follow all IMT operational duties and tasks
• Timesheets, calendaring/scheduling, CRM, project updates, documentation
• Use best judgment and communication skills to complete tasks and overcome challenges
• Develop, revise, and sustain all IT related documentation
• Works effectively and collaboratively with the sales, pre-sales, support, and delivery team members
• Ensure client reporting and contract administration is accurate and managed as required
• Responsible for the 24x7x365 support email and phone line
• Meet the required support response SLA’s (Service Level Agreement)
• Responsible for delivery quality for all clients and provide escalation point for issues resulting from client-site and remote support
• Follow IMT support guidelines, responsibilities, utilizing all appropriate tools and resources as required per task
• Report operational activities and progress to Engineering Team Lead on a regular basis with statistical analysis and improvement of action plans
• Resolve all support requests or provide escalation to appropriate team member(s)
• Set and continually manage support updates / expectations with team members, clients, and other stakeholders
• Identify and manage support dependencies and critical path

Training and Certifications
• Ensure that a high level of technical competency is maintained within the company for all products, solutions and services delivered
• Attend required partner training certification classes
• Storage, Networking, Security, Cloud, Development, and Virtual Applications
• Complete certifications on schedule
• Continuously build and strengthen the brand and the value of IMT from an engineering perspective

IMT Internal Operational Support
• Support internal systems: network, laptops, firewall, gear for new hires, software applications, corporate email
• Security monitoring and implementation
• Work with end-users to implement tools and troubleshoot support requests
• Organize and manage all IMT Lab activities
• Work with sales to coordinate demos, setup necessary systems
• Manage demo and newly acquired systems
• Manage software and licensing
• Assist Project Manager, Inside Sales, and Procurement team members