Associate Systems Engineer
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Job Description
Associate Systems Engineer supporting client environments and implementing solutions for small to mid-size clients. Responsible for troubleshooting and providing technical support in a remote capacity.
Responsibilities:
- Coordinate and/or perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- First line service desk troubleshooting; resolve basic level 1 and some level 2 issues in Mac OS and Windows environments.
- Troubleshoot hardware & accurately determine fixes.
- Adherence to SOPs
- Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.)
- Perform post-resolution follow-ups to help requests.
- Research issues and resolves technical problems.
- Implement and maintain operational documentation and procedures.
- Issue the daily operations status report and project status reports as required.
- Complete technical and special projects as assigned.
- Daily entry of time within current ticketing platform and keeping tickets updated.
- Maintain minimum of 32hrs of billable time.
- Coordinate with Service Coordination for work assignments.
- Continue to learn new technologies and solutions.
- Keep and maintain work calendar.
- Update client documentation after any change to the client’s network
- Maintain necessary professional certification statuses.
- Assist with vendor certifications as required.
- Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects.
- KPIs: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility.
- Deliver Professional Services SOW and Client Onboarding Activities
Requirements:
- Must have experience at an MSP, service desk and/or corporate IT
- Experience as a technical support representative/consultant supporting small to mid-size clients (2+ years)
- Exceptional written and verbal communication skills
- Exceptional ability to multitask
- Ability to be on-call and work after-hours where necessary
- Exceptional ability to adapt and learn new platforms and skills on the fly
- Exceptional sense of urgency
- Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows, Office 365, Intune, JAMF
- Experience supporting Outlook/Office 365 Admin Portal
- Experience managing and configuring Windows OS Workstation/Server OS security, sharing, patches, and group policies in a Windows Domain environment
- Experience with cloud storage and remote connectivity solutions
- Experience in remediation of AV related issues
- ConnectWise Automate Familiarity or similar RMM solution
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
- College degree from an accredited four-year institution or relevant technical experience
- Previous customer support, sales or technology experience
- Technical Certifications (Preferred): 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
- 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)
- Retirement Planning (401k 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
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