Systems Engineer – Northeast

Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. The Systems Engineer is responsible for the implementation of networking technologies for clients, providing technical support, and ensuring efficient operations and documentation.

Responsibilities:

• 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