Systems Engineer

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

📋 Description

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

• Configure both equipment and software to align with client business requirements and document solutions for ongoing support.

• Offer second-level technical support and monitor service desk tickets.

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

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

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

• Troubleshoot hardware and software problems and identify solutions.

• Conduct post-resolution follow-ups and investigate to resolve technical issues.

• Develop and maintain operational documentation and procedures.

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

• Complete technical and special projects as assigned.

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

• Coordinate work assignments with Service Coordination and project activities with Project Management.

• Update client documentation following network changes.

• Maintain professional certification statuses and assist in vendor certifications.

• Present situational-awareness briefs to peers and leadership regarding high-profile clients and projects.

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

⛳️ Requirements

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

• Proven experience supporting small to mid-size clients as a technical support representative or consultant (5+ years).

• Over 5 years of project engineering experience.

• Outstanding written and verbal communication skills.

• Excellent multitasking capabilities.

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

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

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

• Experience supporting the Outlook/Office 365 Admin Portal.

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

• Experience with cloud storage and remote connectivity solutions.

• Proficient in advanced networking technologies.

• Experience addressing EDR-related issues.

• Knowledge of implementing and remediating backup solutions.

• Familiarity with ConnectWise Automate or a comparable RMM solution.

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

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

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

• Current MCSE/MCSA or similar-level Microsoft certifications are preferred.

• Current CCNA certification or extensive knowledge and understanding of the OSI model.

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

🏝️ Benefits

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

• Medical, Dental, and Vision insurance.

• Coverage for Accident, Critical Illness, and Hospital Indemnity.

• 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 contribution.

• 401(k) with matching contribution.

• 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.