SUMMARY
We are seeking diligent, amiable, and talented systems engineers to provide superior customer service to our clients. We are a Managed Service Provider (MSP) that delivers services to small-medium sized businesses. Our engineers monitor, manage, and support all aspects of our clients environments, including but not limited to their workstations, phones, servers, networks and applications. Our engineers also work hard to identify problems and resolution activities, as well as to grow and to develop the organization's perception with existing customers through exceptional customer service. They are highly organized, able to self-manage and possess great interpersonal communication skills.
JOB RESPONSIBILITIES
- Help Desk Support
- Incident, Change/Request Management
- After-Hours On Call Rotation
- Quality Assurance
- Documentation
- Thrive in a structured, process-driven environment and believe that following well-defined workflows leads to the best results.
- Take ownership of the work, hold yourself accountable, and seek out candid feedback as a tool for growth.
- Embrace continuous improvement and adaptable to adjustments in the role.
QUALIFICATIONS
- 2-3 years of experience handling T1-2 IT support requests
- Experience with common helpdesk tools and ticketing systems
- Knowledge of cybersecurity risks and best practices for protecting sensitive data and systems
- Experience documenting procedures, troubleshooting steps, and resolutions
- Experience with: Microsoft AZ-800, Identity and Access Administrator Associate, and Security Operations Analyst Associate; VMware Certified Technical Associate, Sophos Central Endpoint and Server Engineer, UniFi Network, Datto Advanced Technician, Veeam Backup and Replication, Ironscales Mail Administrator
- Experience troubleshooting and managing without supervision: All skills from Tier I, plus: Cisco Meraki Solutions Specialist, Sophos XG Firewall Engineer, Ubiquiti Enterprise Wireless
- Experience architecting or designing from the ground up: M365 Fundamentals and Modern Desktop Administrator, Comptia A+
- Understanding of IT systems, hardware, software, and networking concepts to quickly diagnose and resolve most technical issues
- Strong focus on customer satisfaction, de-escalating customer frustration as needed
- Ability to communicate technical information to non-technical stakeholders and elicit underlying needs that may not be explicitly stated
- Managing multiple tasks simultaneously, prioritizing, and meeting deadlines
- Ability to collaborate effectively with other team members
- Willingness to adapt to change and interest in professional growth
- Ability to follow detailed processes
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
