Position: System Engineer
Location: Tampa, FL- 33607
Salary Range: $60-70k (Based off experience)
Experience:
- Windows 10, Windows Servers, Active Directory, VMware, Citrix, Microsoft Exchange/Office 365
- Comfortable working with C level's/Executive - providing white glove service to clients
- Must be able to provide basic end user support
- Must be a “team player” with outstanding communication and interpersonal skills
- Knowledge of Managed Services ticketing systems, PSA tools, RMM tools (ConnectWise)
- Knowledge of backup applications (Veeam, Barracuda, Commvault, etc.)
- Experience with email and spam filtering services (Mimecast, Barracuda, Proofpoint, etc.)
- Familiarity with DNS, DHCP, and TCP/IP
Plusses:
- ITIL Foundations preferred
- CompTIA A+ preferred
- Former Managed Services experience preferred
- Knowledge of Apple OS and Devices a plus
Knowledge of Microsoft Azure / Intune a plus
Day to Day:
The Managed Services System Engineer works under the direction of the NOC Manager and will support our clients and internal operations. This position is responsible for exceeding established SLAs, providing world class customer service and technical support, and managing service requests through our ticketing system. Accountability and proactive communication as it relate's to all position responsibilities. This position will be located remotely in Tampa, FL market. Provide phone and email support to a wide range of clients and internal resources. Establish positive long-lasting relationships with our clients and internal staff. Learn and work with new technologies on a constant basis. Able to complete tasks in a group as well as individually. Responsible for entering all work as service tickets, time, and expenses in Professional Service Automation (PSA) tool, ConnectWise. Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from Problem Management issues. Provide incident management support and perform investigative analysis while providing accurate, thorough answers in a timely manner to customer inquires. Responsible for resolving and supporting technical issues via-telephone and e-mail. Perform queue management to achieve SLAs in a timely manner and provide Quality Assurance standards for work performed and where applicable, train staff/client members. Interface with customer’s executives, technical representatives, partners, and all levels of internal employees, other Technology Services department/personnel to ensure that operational procedures, accurate escalation processes, timely document registration within Professional Service Automation (PSA) tool and status updates are performed and streamlined workflow is maintained to ensure customer satisfaction. Responsible for reviewing and attending to daily customer checklist. Responsible for maintaining and verifying that all backup systems are running optimally for all internal and external clients. Responsible for maintaining and updating anti-virus for internal and external clients. Responsible for Microsoft Windows patching and third-party vendor patching as required. Responsible for maintaining and optimizing all critical and standards alerts generated by ConnectWise application. Responsible for designated functions within onboarding new clients
