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Sales Engineer - Sunstate

The Sunstate Sales Engineer will report into Director of Sales.  This position will require strong organization skills, customer follow up, requires actions and behaviors that promote a positive and supportive working environment at all times. Additional responsibilities include, but are not limited to the following:

•       Meet all company sales quotas 

•       Participate in all sales and technical training

•       Engineer internet and WAN solutions for Sunstate new and existing clients

•       Engineer workstations or other hardware solutions for Sunstate new and existing clients

•       Build pricing and create Network Designs for Sunstate MSP and ISP services and Hardware

•       Involvement in Product and pricing workbook updates

•       Work cohesively with procurement and projects team to confirm product/project is ordered and laid out according to signed agreement

•       Ensure  service installation close out packages from Sunstate’s projects team for key accounts are performed according to contracted services

•       Proficiency of utilizing Connectwise

•       Submit and manage Feasibility for ICT related projects with Cellular One’s ETO as well as outside vendors and Sunstates technical team

•       Participate in site walks, discovery and sales meetings with IT, Business owners and C-Level personnel

•       Attend any daily, weekly, and/or monthly meetings with Sales Director and/or team

•       Assist with resolving critical issues with any client/ business relationships

•       Keep up to date on industry related news and technology

•       Update all activities according to Sales processes within ConnectWise

•       Create and manage all sales opportunities in Connectwise and submit weekly and monthly reports to Director of sales

•       Achieve Activity points quota on a monthly basis


Associates Degree in Business Administration, or related discipline, or the equivalent in work experience.

 Working Conditions/Physical Activity Level/Manual Dexterity-Working conditions will consist of a well-lighted, heated and/or air conditioned indoor office setting with adequate ventilation. This position may require lifting up to 10 pounds, stooping and bending, and light physical activity, needing manual dexterity sufficient to work with the fingers.

Functional Skills

  • Proficient in Cost Guard, Connectwise and Govwin/Onvia and must have detailed knowledge of Microsoft Office
  • Ability to follow, track, develop and create process
  • This position requires strong customer service skills and the ability to multi task in high stress work environment
  • Organized self-starter with drive and capable of managing multiple projects
  • Knowledge to make diagrams/maps
  • Competence to understand VBS language
  • Understanding of all State and federal funding program’s as it pertains to Sunstates core business
  • Ability to define problems, collect data, establish facts, and draw valid conclusions


System Administrator - Sunstate Phoenix






System Administrator

Review and work on all tickets with a Tier 3 CW Subtype

Provide Technical assistance to Tier 2 Technicians

Work on Tier 2 tickets and assist Tier 2 engineers if there are no Tier 3 tickets, client projects or business improvement projects to work on (whichever is in most demand/pressing to business needs).


In rare cases that none of the above is available, then work on Tier 1 support.


System Admins should have thorough understanding of all Tiers and their Subtypes.


Given the severity and impact to business of Tier 3 support tickets, System Admins are expected to take ownership of Tier 3 faults and see these through to completion, even if faults need to be worked on past working hours. In the event this is not possible; fault MUST be handed over to the Technical Director or another Tier member that is qualified to assist before finishing shift.



Where tickets Type/Subtype constitutes Tier 3, but System Admins is unable or uncomfortable with working on the issue, escalation procedure must be followed. Tier 3 escalation should be directly to the Technical Director or another Tier 3 member that is qualified to assist.

Identify Trends, Patterns & Issues

System Admins are expected to identify the most advanced trends and patterns of technical faults. In practical terms, these trends should be addressed by System Admins by writing scripts/designing monitors for automating the repair of these faults, reducing helpdesk effort to repair recurring faults.


Project Work

System Admins are expected to spend a significant proportion of their time working on Active Projects and assisting with Interim support of Active projects.


As Subject Matter Experts (SMEs) and senior members of the team, System Admins are expected to be actively involved in the design of new systems for clients in conjunction with Technical Director.



Ensure ticket response times are met as per client’s SLAs.


Skill SetS


Certifacation & Work History


Tier 3 Support

System Admins should have thorough understanding of all Tiers in CW and their Subtypes, along with Completion of CW University training

System Admins skill set

Advanced Computer and operating system trouble shooting.

Advanced Networking and troubleshooting

Advanced Help desk experience using ticket programs. 3+ years

Advanced Project management and ownership

Advanced Client application troubleshooting.

Project Lead Experience

Project Management Experience

Excellent documentation in ITBoost

System Admins Certifications/Qualifications

A+ certification or compatible years of service and demonstrative work history.

Networking+ certification or compatible years of service and demonstrative work history.

Security+ certification or compatible years of service and demonstrative work history.

CCNA Cisco Certification or compatible years of service and demonstrative work history.

Microsoft Certified Professional (MCP) or compatible years of service and demonstrative work history.

Microsoft Certified System Engineer (MCSE) or compatible years of service and demonstrative work history.

Microsoft SQL DBA certification or compatible years of service and demonstrative work history.



helpdesk cover




Helpdesk Cover

Ensure System Admins is available always.

Request additional support when necessary

Effective use of Resources

Through effective escalation, System Admins should ensure they identify faults effectively to ensure either escalation to System Admins or demotion to lower Tier. This is done according to CW Subtypes defined in each Tier.


Use CW Automate to automate process/reduce technician workload, such as executing Scripts and Reviewing Monitors when troubleshooting faults.

Note* - System Admins are EXPECTED to write and test scripts/monitors against their own machines and/or in the Dev environment to repair faults, often on mass to save significant helpdesk time in all other tiers and cost to business.

Deployment of scripts/monitors into production environments much first be approved by the System Adminstor/Supervisor








Communicate – Right Time, Right Place.

Role Model

System Admins are some of the most senior members of the team and are role models for Tier 1 and Tier 2 Help Desk Technicians engineers. As such, they are expected to behave with the utmost professionalism which this position commands.

Identify Rising Talent

Tier 3 Technicians should identify and report Tier 2 Technicians who are showing promising signs of improvement/promotion

Team Spirit

Always work for the team, no matter how busy your workload gets. Team players are pivotal to the success of any Team.

Behavior & Attitude

Attitude to colleagues and customers is professional, courteous and respectful always.

Areas of Concern & Training

Report areas of improvement to Director. This can be down to further training, or areas of weakness. If you don’t let somebody know, they can’t help you. Remember – Teamwork!



Customer service




Effective Communication

Provide clients with accurate, useful information always.
Maintain upbeat, positive, can-do attitude
Every customer is important – make sure they feel that way!

Complain Handling

System Admins deal with the most serious and critical faults in the business, as well as projects likely to cause significant disruption to business.

Mindful of potential problems and act quickly to mitigate these.

All customer complaints should be reported to the Director, even if you have resolved the client’s complaints through ticket resolution.


Identify Sales Opportunities

Pick up on client buying signals

Actively review and Identify systems in need of upgrade or replacement.

Forward Opportunities to CW Sales Board.







Client Usage

Report clients who have exceptionally high helpdesk usage to the Director, especially when this is sustained over several weeks or months.

Helpdesk Cover

Report low helpdesk cover to Coordinator.

As a 3rd Line Technician, you will be more aware of tickets which are likely to take significant periods of time to resolve. These should be reported to the Coordinator quickly, as prolonged time on support tickets can have an impact on Tier 2 escalation.


All Technicians in all support Tiers are expected to:
- be thorough in the documentation of their work on tickets. Details of verbal discussions with clients, agreed times/dates/actions, precise actions taken and next steps.

- keep their Ticket Status’ up to date, reflecting the current state of the fault.

-ensure tickets have up-to-date notes at COB of every day.

- provide full documented handover to Director ½ day prior to finishing work for Annual Leave. This will give time to clarify any points in the handover.

Time Recording

All Technicians in all support Tiers are expected to accurately record their time on tickets when entering notes in the ‘Detail Description’ or ‘Resolution’ sections of tickets.


Junior Systems Administrator-IT - Show Low

The Jr. Systems Administrator will lead in the design, development, and support of the Mobility strategy for CellularOne of NE AZ. This position will lead the team to drive the design and build-out secure and stable architectures. You will be involved in providing top level technical support for development, implementation, and integration of new systems. As these systems are brought on-line you will provide incident resolution; secure operations; provide status reports and performance analysis. Respond to escalated emergencies or system downtime is also required.

Primary Duties and Responsibilities:

  • Advanced troubleshooting of Windows /2008/2012/2016 Server and Windows 7/10 operating systems
  • Install & troubleshoot software applications
  • Configure and troubleshoot clients in an Exchange 2016 Environment.
  • Provide hardware and software troubleshooting for Microsoft platforms
  • Provide advanced troubleshooting for applications and systems, determining cause and effect
  • Provide Technical training to end users as requested or needed
  • Removal of spyware, adware & viruses from desktops
  • Troubleshoot peripheral devices
  • Provide server maintenance such as backup monitoring; apply BIOS/Firmware updates and install security patches.
  • Monitor and troubleshoot backup jobs
  • Demonstrate the ability to multi-task during occasional peaks in workload
  • Display strong inter-personal, verbal and written communication skills
  • Display strong project management skills and ability to meet deadlines with little to no supervision
  • Expertly understand and apply advance system administration
  • Act as lead and direct other resources in support of project and operational activities
  • Provide 24 x 7 on call support as part of a scheduled rotation with other team members
  • Function as technical liaison for Active Directory and Group Policy related project activities
  • Lead design reviews, define standards, recommend and establish policies
  • Provide mentoring to fellow IT Personnel, and others
  • Configure and tune hardware and software to insure optimum performance and resource utilization

Secondary Duties and Responsibilities:

  • Be responsible for communicating all system performance degradation to management
  • Develop and maintain technical documentation for system environment
  • Maintain strict change control of system infrastructure
  • Measure capacity and performance trends to determine long-term needs
  • Provide systems metrics, root cause analysis, and proactive monitoring
  • Provide other technical services as necessary for the successful completion of projects
  • Work hands on, provide troubleshooting, and acquire new skills rapidly
  • Evaluate hardware and software requirements and be able to justify purchase decisions
  • Create, test, and update disaster recovery plans

Desired Skills & Experience

The candidate must meet the following requirements:

  • Strong comfort level with Windows 7/10, Microsoft Office Products and basic networking troubleshooting
  • A working knowledge of Windows 2016 Active Directory, Microsoft Server 2008R2/2012R2/2016, Windows AD administration
  • Exchange 2016 and Exchange Power Shell
  • The ability to communicate effectively with clients, co-workers and management
  • Basic understanding of TCP/IP network technologies
  • Basic knowledge of wireless technologies
  • Adhere to strict change control procedures, communication protocols and documentation standards
  • The ability to use sound judgment in the promotion of maximum service uptime.
  • A track record of supporting the overall IT organization through collaboration and communication.
  • Experience within server virtualization (VMware)
  • Some knowledge of Linux, Unix or Mac environments
  • Experience supporting a 24x7 environment and the ability to take an on-call rotation

The ideal candidate will possess the following:

  • Associates degree preferred, and or 5+ years equivalent experience designing/supporting Microsoft Windows 2008R2/2012R2/2016 in a production environment. And Exchange 2016
  • In-depth understanding of Mobility
  • In-depth understanding of current Microsoft technologies
  • Extensive experience with a deep understanding of Active Directory
  • Extensive experience designing and maintaining Group Policies (GPOs)
  • Extensive experience in designing systems and security strategies
  • Extensive experience with a deep understanding of DNS, DHCP, and TCP/IP networking
  • Experience working with WSUS
  • Extensive experience in hardening Microsoft systems
  • Excellent written and oral communication skills
  • Demonstrated experience with superior judgment, problem resolution, cross team collaboration and the ability to work under critical deadline pressure
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to present ideas in business-friendly and user-friendly language
  • Highly self-motivated and directed
  • Keen attention to detail
  • Ability to manage a diverse workload and work under time constraints. Expect heavy workloads during project development and implementation.
  • Analyze new and emerging technologies and apply them to meet current and future business requirements.
  • Strong technical and analytical skills with the ability to think creatively and develop new solutions