Senior Systems Support Engineer

TITLE: Senior Systems Support Engineer Location: Dallas / Irving, TX - Hybrid ICS is hiring for a Senior Systems Support Engineer to join our client who is providing cyber security software solutions to its'' clients globally. You will be responsible for resolving challenging, potentially high impacting customer situations with a high level of tact and understanding. You will also take ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our customers both onsite, online and via telephone. The ideal Senior Systems Support Engineer will demonstrate a strong aptitude for learning new technologies, evidenced by their ability to expand upon core knowledge quickly. They should be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer-facing role therefore they will work to solve product, system and network problems of low to high complexity and act as a focal point for problem resolution. What You''ll Do: * Provide exceptional customer service while responding to phone, email and online requests for technical support * Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle * Work in a fast-paced, high-pressure environment under minimum supervision to support deployment, integration and maintenance of software products within clients'' networking environments * Will provide first call case resolution, software/network troubleshooting and proactive support services * Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of products and solutions * Effectively interact with the engineering teams to provide solutions to complex technical issues * Must be available to be on call 24x7 and be able to travel when needed estimate of 5%-10% only * Share best practices with other team members to enhance the quality and efficiency of support * Maintain and expand working knowledge of current and beta (unreleased) products as well as their integration and methods of support delivery * Participate in all projects including building vendor relationships * Other duties as assigned Skills / Experience You Will Need: * 4 or more years of related experience or college degree * Experience with virtualization environments (HyperV, VMware, Citrix) * Cloud technologies: AWS, Azure, Google Cloud * Troubleshooting skills including isolation and debug/log reading analysis. * Proficiency with operating systems: Microsoft Windows, Linux (RHEL, Ubuntu, SuSE, etc.) including ability to troubleshoot services, applications, drivers and kernels. * Ability to communicate effectively both verbally and in writing * Desired security network, and systems related professional certifications are a plus * Able to debug problems and deliver solutions with a high level of customer satisfaction * Ability to work through complex problems and isolate core issues, combined with superb troubleshooting logic * Self-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail and accountable * Excellent time management skills * Ability to present to small groups of technical individuals * Extreme attention to detail * Enjoys problem solving and displays an eagerness to learn new technologies/skills * Security (including anti-malware) tools, technologies and processes * Software and/or hardware firewall implementation and management * Strong endpoint security experience, including design, implementation, and management * Familiar with SSL communication and other encryption technologies, certificates. * Microsoft SQL, PostgreSQL, Oracle database experience, connection and simple queries * Microsoft Active Directory * VMware, Cisco or any Security Certifications a plus About Infinity Consulting Solutions At Infinity Consulting Solutions our mission is to cultivate successful long term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we our successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance and Corporate Support. Our staffing solutions include Contract, Temp to Perm and Permanent Placement. ICS is an Equal Opportunity Employer.

Created: 2025-11-15