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Systems Engineer

Title: Systems Engineer – Field Services
Service Delivery
Reports to:
Director of Service Delivery and Operations

The Systems Engineer is responsible for all technology consultation, deployment, implementation, and integration as
well as service and support needs for our Greater Nashville customers. This includes endpoints, servers, printers,
networks, and vendor-specific hardware and software. This is a full-time position with competitive compensation and

Essential Duties and Responsibilities:
• Resolute dedication to unparalleled customer service
• Implementation and support services for Microsoft related technologies: All Windows operating systems and
major server platforms, (Exchange, SQL, SharePoint, etc).
• VMware and Hyper-V deployment and support
• Network assessments and creation of supporting deliverables
• Implementation and support of disaster recovery solutions
• Network implementation and support: WAN/LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Remote Desktop Services, etc
• System documentation to include system reviews and recommendations
• System and network maintenance and patching
• Vulnerability assessments and remediation

Additional Duties and Responsibilities:
• Ability to work individually yet create synergy as a member of a team
• Communicate effectively with stakeholders of all levels and technical proficiency
• Business awareness: gain and utilize specific knowledge of the customer and how technology relates to their
business strategy and goals
• Abide by internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses as they occur
• Continuous education, expansion, and refinement of technical knowledge and credibility through industry
standard certifications

• 3-5 years’ related professional experience and Bachelor’s degree or equivalent work experience
• Industry certifications: Microsoft MCP, MCSA, or MCSE, major firewall vendors, Cisco CCNA/CCNP, VMware VCP,
ITIL, etc.
• Excellent communication skills and a positive attitude
• Professional appearance and demeanor
• Ability to multi-task and adapt to changes quickly
• Comprehensive understanding of support tools, techniques, and how technology is used to support customer
business processes
• Self-motivated, proactive attitude with the ability to work in a fast-paced environment
• Strong critical thinking and troubleshooting skills
• Advanced networking knowledge preferred
• Familiarity with major cloud platforms desired
• Intermediate skills with small office voice communications systems. NEC, Avaya, or ShoreTel certifications a plus

Service Desk Technician

Title: Service Desk Technician
Service Delivery
Reports to:
Director of Service Delivery and Operations

Service Desk Technician: IT Service Representatives are responsible for providing exceptional customer service and technical support for customers by troubleshooting hardware and software issues, evaluating customer concerns, and resolving problems to 100% customer satisfaction with one call resolution when possible.

Essential Duties and Responsibilities:
• Accurately
respond to questions or problems and assist customers with product features, installation, setup, troubleshooting networks, software and hardware operations
• Utilize appropriate UTS back-office applications to assist in responding to customer inquires
• Maintain high performance standards as it relates to productivity, quality assurance, and attendance
• Maintain a professional appearance, behavior, and conduct
• Effectively work with peers in a team focused environment
• Additional duties as required or requested by supervisor

• High school diploma or general education degree (GED)
• Related customer service experience and/or training preferred
• Knowledge of Windows Desktop Operating systems – eg XP, Windows 7, Windows 8
• Knowledge of Windows Server Operating systems – eg Microsoft Server 2003, 2008, 2012
• Knowledge of Exchange Server and Active Directory
• Knowledge of Microsoft Office products including Outlook, Excel, Word, & PowerPoint
• Superior troubleshooting skills
• TCP/IP, DNS, DHCP knowledge, routing, & switching concepts
• Technical Certifications (Cisco, Microsoft, CompTia, etc) desired, but not required initially. Position will require obtaining certifications as condition of “ongoing” employment
• Ability to successfully complete a criminal background check and drug screen before employment, at any time employee is involved in an injury/accident and any other time during employment
• Strategic thinking and ability to make sound, snap decisions
• Ability to multi-task and deal with intensive deadlines
• Self-motivated and able to work within a team environment
• Strong phone and customer service skills
• Good organizational skills; Understands a sense of urgency and how to prioritize
• Must be willing to work flexible hour including over time hours when needed
• Strong organizations, time management, problem solving and multitasking skills
• Must be able to work weekends and holidays as needed

Work Environment/Physical Activities:
• Ability to manipulate objects such as computer keyboard and mouse
• Repetitive phone and computer use
• Must be able to see, hear, and speak to effectively perform job functions
• Must be able to sit for extended periods of time
• Must be able to function in a busy office environment