Associate Systems Engineer

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

📋 Description

• Coordinate and/or execute remote desktop-level fixes, which include software installation and upgrades, file backup implementation, and system and application configuration.

• Provide first-line service desk troubleshooting; address basic level 1 and some level 2 issues in both Mac OS and Windows environments.

• Diagnose hardware issues and accurately determine necessary fixes.

• Ensure adherence to Standard Operating Procedures (SOPs).

• Troubleshoot hardware and software issues remotely and on client sites, typically involving Mac OS, Apple products, Google for Work, Cisco Meraki, Dropbox, etc.

• Conduct post-resolution follow-ups on help requests.

• Research and resolve technical problems.

• Implement and maintain operational documentation and procedures.

• Issue daily operations status reports and project status reports as needed.

• Complete technical and special projects as assigned.

• Enter time daily in the current ticketing platform and ensure tickets are kept updated.

• Maintain a minimum of 32 hours of billable time.

• Collaborate with Service Coordination for work assignments.

• Continue to expand knowledge of new technologies and solutions.

• Keep and maintain a work calendar.

• Update client documentation following any changes to the client's network.

• Maintain required professional certification statuses.

• Assist with vendor certifications as necessary.

• Provide direct and indirect leadership, offering situational awareness briefs on high-profile clients/projects to peers.

• Responsible for KPIs including Average Time to Resolution, Customer Satisfaction (CSAT), Employee Utilization, and SLA Adherence.

• Deliver Professional Services Statements of Work (SOW) and Client Onboarding Activities.

⛳️ Requirements

• Experience in a Managed Service Provider (MSP), service desk, and/or corporate IT environment.

• Background as a technical support representative/consultant, assisting small to mid-sized clients (2+ years).

• Outstanding written and verbal communication skills.

• Exceptional multitasking abilities.

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

• Strong aptitude for adapting and learning new platforms and skills quickly.

• A keen sense of urgency.

• Proficient experience with Apple hardware, Mac OS, Google (G-Suite), Windows, Office 365, Intune, and JAMF.

• Experience managing and configuring Windows OS Workstation/Server OS security, sharing, patches, and group policies within a Windows Domain environment.

• Familiarity with cloud storage and remote connectivity solutions.

• Experience in addressing antivirus-related issues.

• Familiarity with ConnectWise Automate or a similar Remote Monitoring and Management (RMM) solution.

• Excellent interpersonal skills, emphasizing rapport-building, listening, and questioning techniques.

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

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

• Preferred Technical Certifications: Microsoft, Cisco, VMWare, JAMF, SonicWALL, Fortinet, CompTIA A+/Network+ Certification, or equivalent experience.

🏝️ Benefits

• Health and Welfare (Medical, Dental, Vision).

• Accident, Critical Illness, and Hospital Indemnity coverage.

• Employee Assistance Program (EAP).

• Life and Accidental Death & Dismemberment (AD&D) Insurance.

• Short- and Long-Term Disability Insurance.

• Flexible Spending Accounts.

• Transportation and Parking Accounts.

• Health Savings Accounts (with company contribution).

• Retirement Planning (401k with matching contributions).

• Legal Benefits.

• Identity Theft Protection.

• Pet Insurance.

• Wellness Program Offerings.

• Paid Time Off, accrued per pay period based on years of service, starting at 15 days annually.

• 8 Paid Holidays per year, including 1 floating holiday.