The Systems Engineer (SE) is responsible for supporting client environments and end users while also assisting with implementation projects. The SE configures the equipment and software to meet client business needs and documents the solution for ongoing support. This position will provide second level technical support and main level ticket tracking in an efficient and effective manner. The SE can also function as part of an implementation team on larger projects.
The primary role focus is to decrease time to resolution and increase revenue by acting as a project resource and an escalated resource for service tickets and Service Desk escalations.
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, either physical or virtualized.
- 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, 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 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.
- Coordinate with Service Coordinator 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 situational awareness briefs on high profile clients/projects.
- Meeting KPI Targets: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherence.
Training and Qualifications
- 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. (3-5 years)
- 5+ years project engineering experience preferred.
- Exceptional written and verbal communication skills.
- Ability to multitask.
- Ability to escalate issues to higher tiers of support when required.
- Ability to be on-call and work after-hours where necessary.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Ability to adapt and learn new platforms and skills on the fly.
- Maintain a sense of urgency.
- Proficient in Mac OS, Google (G-Suite), Windows, Office 365, Intune, JAMF.
- Proficient 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.
- Knowledge and practice of various advanced networking technologies.
- Proficient in remediation of EDR related issues.
- Proficient in implementation and remediation of various backup solutions.
- ConnectWise Automate Familiarity or similar RMM solution.
- College degree from an accredited institution or equivalent [3-5 years of relevant technical 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.
