Sr. Systems Engineer

JOB TITLE:            Sr. Systems Engineer

FLSA STATUS:      Exempt

DATE:                    April 2026

DEPARTMENT:     Information Technology

LOCATION:           Rogers, AR

REPORTS TO:       EVP of Technology

JOB SUMMARY

Under the leadership of the EVP of Technology, the Sr. Systems Engineer is a senior technical role responsible for resolving complex technical issues, improving customer environments, and reducing recurring support needs across the managed services business. This position serves as the highest level of escalation within the service organization and plays a critical role in stabilizing systems, identifying root causes, and implementing long-term solutions that improve service quality and scalability.

ESSENTIAL DUTIES AND OTHER RESPONSIBILITIES

Advanced Technical Escalation

• Serve as the final escalation point for complex or high-impact technical issues
• Troubleshoot and resolve issues that extend beyond standard support processes

• Lead advanced vendor escalations when required

Root Cause Analysis & Problem Resolution

• Perform structured root cause analysis on major or recurring incidents
• Identify underlying issues and implement permanent corrective actions
• Reduce repeat incidents through proactive problem management

Environment Improvement & Engineering

• Design and implement improvements to customer environments
• Address systemic issues, technical debt, and infrastructure weaknesses
• Support standardization across client environments to improve supportability

Process, Documentation & Runbooks

• Develop and maintain technical documentation and engineering runbooks
• Contribute to process improvement and operational consistency
• Ensure proper documentation of all engineering work and resolutions

Collaboration & Technical Leadership

• Provide guidance and support to Tier 1 and Tier 2 engineers
• Assist in defining escalation standards and best practices
• Partner with service leadership on continuous improvement initiatives

Change & Project Support

• Participate in the planning and execution of infrastructure changes
• Support projects requiring senior technical expertise
• Ensure changes are implemented in a controlled and reliable manner

Internal Systems & Unified Communications Support

• Serve as a senior technical resource for internal IT systems and infrastructure
• Provide advanced support and engineering oversight for the company’s Unified Communications (UC) environment
• Assist in maintaining the stability, performance, and scalability of internal systems
• Partner with internal technology leadership on improvements, upgrades, and issue resolution
• Ensure internal environments reflect best practices and standards applied across customer environments
• Other special projects and duties as assigned by Manager.

KNOWLEDGE, SKILLS AND ABILITIES

Technical Experience

• 7+ years of progressive experience in IT infrastructure, systems engineering, or managed services
• Demonstrated experience supporting and engineering complex environments across multiple clients
• Advanced expertise in Microsoft ecosystems, including Windows Server, Microsoft 365, and Azure
• Strong background in networking concepts and technologies (firewalls, routing, VPNs, switching)
• Experience designing, implementing, and supporting infrastructure solutions (servers, virtualization, storage, backup)
• Proven ability to lead resolution of complex, multi-system issues and major incidents
• Experience working with third-party vendors at an advanced escalation level

Professional Skills

• Strong analytical and systems-thinking mindset with the ability to identify root causes, not just symptoms
• Ability to translate complex technical issues into clear business impact and solutions
• High level of ownership, accountability, and follow-through
• Excellent written documentation and communication skills
• Ability to operate independently while contributing to broader team and process improvements

SUPERVISORY RESPONSIBILITIES AND INTERACTIONS WITH OTHERS

This position has no supervisory responsibilities.  The Sr. Systems Engineer interacts frequently with various internal team members to coordinate client success.

Working Conditions

Normal working conditions in an office environment absent extreme factors.  Evening and weekend work may be required to meet work demands. Travel may be required to meet with vendors, customers, as well as equipment setup when required.  May experience inclement weather while travelling.

TeleComp provides equal employment opportunities for all applicants.