Associate Systems Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support for client environments and end users.

• Assist in the execution of implementation projects.

• Configure both hardware and software to align with client business requirements.

• Document solutions for ongoing support needs.

• Offer first-level technical support and manage ticket tracking.

• Coordinate or execute remote desktop-level fixes, including software installations/upgrades, file backups, and system/application configurations.

• Troubleshoot level 1 and some level 2 issues in both Mac OS and Windows environments.

• Diagnose hardware issues and implement fixes.

• Adhere to standard operating procedures.

• Conduct post-resolution follow-ups.

• Research and resolve technical issues.

• Implement and sustain operational documentation and procedures.

• Provide daily operations and project status reports as necessary.

• Complete technical and special projects as assigned.

• Log time daily and ensure tickets are kept up to date.

• Maintain a minimum of 32 hours of billable time.

• Coordinate work assignments with the Service Coordination team.

• Stay updated on new technologies and solutions.

• Maintain a work calendar and revise client documentation following network modifications.

• Keep professional certification statuses current and assist in vendor certifications.

• Deliver situational awareness updates on high-profile clients and projects.

• Take ownership of KPIs including average resolution time, CSAT, employee utilization, and SLA compliance.

• Manage Professional Services SOW and client onboarding processes.

⛳️ Requirements

• Experience working at an MSP, service desk, and/or within corporate IT.

• At least 2 years of experience providing support to small to mid-size clients as a technical support representative or consultant.

• Excellent written and verbal communication abilities.

• Strong multitasking skills.

• Availability for on-call responsibilities and after-hours work as needed.

• Ability to adapt quickly and learn new platforms and skills.

• Strong sense of urgency.

• Proficient in Apple hardware, Mac OS, Google (G-Suite), Windows, Office 365, Intune, and MDM.

• Experience with Outlook/Office 365 Admin Portal support.

• Familiarity with managing and configuring Windows workstation/server OS security, sharing, patches, and group policies within a Windows Domain environment.

• Experience with cloud storage solutions and remote connectivity.

• Background in resolving AV-related issues.

• Familiarity with ConnectWise Automate or similar RMM tools.

• Exceptional interpersonal skills, including rapport-building, listening, and questioning.

• A college degree from an accredited four-year institution or relevant technical experience.

• Previous experience in customer support, sales, or technology.

• A+/Network+ certification or equivalent experience is preferred.

• Technical certifications from Microsoft, Cisco, VMWare, MDM, SonicWALL, Fortinet, CompTIA are advantageous.

• Customer approval may be necessary for access to customer information, systems, and/or premises.

🏝️ Benefits

• Eligibility for bonuses.

• Medical, dental, and vision insurance coverage.

• Insurance for accidents, critical illnesses, and hospital indemnity.

• Employee Assistance Program (EAP).

• Life and AD&D insurance.

• Short- and long-term disability insurance options.

• Flexible Spending Accounts available.

• Transportation and Parking Accounts.

• Health Savings Accounts with company contributions.

• 401(k) plan with matching contributions.

• Legal benefits provided.

• Identity theft protection services.

• Pet insurance options.

• Wellness program offerings.

• Paid time off, starting at 15 days annually.

• 8 paid holidays per year, including 1 floating holiday.