Systems Engineer

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

📋 Description

• Implement networking solutions for clients and provide support for their networks.

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

• Document solutions for ongoing assistance.

• Offer second-level technical support and manage main-level ticket tracking.

• Coordinate and/or execute remote fixes at the desktop, server, and networking levels.

• Install and upgrade software, set up file backups, and configure systems and applications.

• Resolve Level 2 issues in Mac OS and Windows environments.

• Troubleshoot hardware and accurately identify solutions.

• Remotely diagnose hardware and software problems.

• Conduct follow-ups after resolving help requests.

• Research and solve technical issues.

• Implement and maintain operational documentation and procedures.

• Provide daily operations and project status reports as necessary.

• Complete technical tasks and special projects.

• Log time daily in the ticketing system and keep tickets updated.

• Maintain at least 32 hours of billable time.

• Collaborate on work assignments with Service Coordination.

• Coordinate sporadic project tasks with Project Management.

• Acquire knowledge of new technologies and solutions.

• Maintain a work calendar and update client documentation following network changes.

• Provide situational awareness updates on high-profile clients/projects.

• Manage KPIs such as Average Time to Resolution, CSAT, Employee Utilization, and SLA Adherence.

⛳️ Requirements

• Experience in an MSP, service desk, and/or corporate IT setting.

• 5+ years of experience supporting small to mid-size clients as a technical support representative/consultant.

• 5+ years of project engineering experience.

• Outstanding written and verbal communication skills.

• Excellent multitasking abilities.

• Willingness to be on-call and work after hours.

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

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

• Experience with Outlook/Office 365 Admin Portal support.

• Knowledge in managing and configuring security, sharing, patches, and group policies for Windows OS Workstation/Server in a Windows Domain environment.

• Experience with cloud storage and remote connectivity solutions.

• Proficient in advanced networking technologies.

• Experience addressing EDR-related issues.

• Experience implementing and resolving backup solutions.

• Familiarity with ConnectWise Automate or a similar RMM solution.

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

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

• Current MCSE/MCSA or similar level Microsoft certification.

• Current CCNA certification or comprehensive knowledge of the OSI model.

• Ability to maintain the necessary professional certification statuses.

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

🏝️ Benefits

• Bonus eligibility in alignment with the Company's plan.

• Medical, Dental, and Vision insurance.

• Accident, Critical Illness, and Hospital Indemnity coverage.

• Employee Assistance Program (EAP).

• Life and AD&D Insurance.

• Short- and Long-Term Disability Insurance.

• Flexible Spending Accounts.

• Transportation and Parking Accounts.

• Health Savings Accounts with company contributions.

• 401k with matching contributions.

• Legal Benefits.

• Identity Theft Protection.

• Pet Insurance.

• Wellness Program Offerings.

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

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