Systems Engineer - Northeast

Provide Level 2 technical support and implementations for MSP clients, troubleshooting desktop/server/network issues, configuring hardware/software, managing backups, EDR remediation, RMM usage, and updating client documentation. Act as escalated resource on service tickets, support projects, maintain certifications, meet KPIs (MTTR, CSAT, utilization, SLA), and coordinate with service coordination and project management., The Systems Engineer (SE) is responsible for implementation of networking technologies for clients and supporting clients and their networks. The SE configures the equipment and software to meet client business needs and documents the solution for ongoing support.

This position will provide second level technical support and main level ticket tracking in an efficient and effective manner. The SE can also function as part of an implementation team on larger projects, or individual provides the services on support visits or smaller project needs.

The primary role focus is to decrease time to resolution and increase revenue by acting as a project resource and an escalated resource for service tickets and Service Desk escalations.

Job Responsibilities

• Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

• Second level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments.

• De-escalate client situations related to outages, communications, and travel onsite where necessary.

• 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.

• Coordinate with Project Management for intermittent project 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.

• 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. (5+ years).

• 5+ years project engineering experience.

• Exceptional written and verbal communication skills.

• Exceptional ability to multitask.

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

• 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 with various advanced networking technologies.

• Experience in remediation of EDR related issues.

• Experience in implementation and remediation of various backup solutions.

• 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.

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• Current MCSE/MCSA or similar level Microsoft Certifications .

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• Current CCNA certifications or Extensive knowledge and understanding of the OSI model.

Customer Requirements

This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion - Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver - Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper - Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator -Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur - Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach - Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.

Base salary range: $75,000 to $80,000.

This position is also eligible for a bonus in accordance with the terms of the Company’s plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.

We provide competitive, affordable, and diverse benefit programs that support your total health - from healthy body to healthy mind. These benefits support you and your family in all aspects of life:

• 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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