Systems Engineer

Role Overview

• Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Second level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments.
• De-escalate client situations related to outages, communications, and travel onsite where necessary.
• Troubleshoot hardware & accurately determine fixes.
• Adherence to SOPs.
• Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.)
• Perform post-resolution follow-ups to help requests.
• Research issues and resolves technical problems.
• Implement and maintain operational documentation and procedures.
• Issue the daily operations status report and project status reports as required.
• Complete technical and special projects as assigned.
• Daily entry of time within current ticketing platform and keeping tickets updated.
• Maintain minimum of 32hrs of billable time.
• Coordinate with Service Coordination for work assignments.
• Coordinate with Project Management for intermittent project work assignments.
• Continue to learn new technologies and solutions.
• Keep and maintain work calendar.
• Update client documentation after any change to the client’s network.
• Maintain necessary professional certification statuses.
• Assist with vendor certifications as required.
• Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects.
• KPIs: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility.

Requirements

• Must have experience at an MSP, service desk and/or corporate IT
• Experience as a technical support representative/consultant supporting small to mid-size clients (5+ years).
• 5+ years project engineering experience.
• Exceptional written and verbal communication skills.
• Exceptional ability to multitask.
• Ability to be on-call and work after-hours.
• Exceptional ability to adapt and learn new platforms and skills on the fly.
• Exceptional sense of urgency.
• Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows, Office 365, Intune, JAMF.
• Experience supporting Outlook/Office 365 Admin Portal.
• Experience managing and configuring Windows OS Workstation/Server OS security, sharing, patches, and group policies in a Windows Domain environment.
• Experience with cloud storage and remote connectivity solutions.
• Experience with various advanced networking technologies.
• Experience in remediation of EDR related issues.
• Experience in implementation and remediation of various backup solutions.
• ConnectWise Automate Familiarity or similar RMM solution.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• College degree from an accredited four-year institution or relevant technical experience.
• Previous customer support, sales or technology experience.
• Technical Certifications (Preferred): Microsoft, Cisco, VMWare, JAMF, SonicWALL, Fortinet, CompTIA.
• Current MCSE/MCSA or similar level Microsoft Certifications.
• Current CCNA certifications or Extensive knowledge and understanding of the OSI model.

Tech Stack

• Cloud
• Jamf
• VMware

Benefits

• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short
• and Long-Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retirement Planning (401k with matching contribution)
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
• 8 Paid Holidays per year, including 1 floating holiday.