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