Systems Engineer - Service Desk

Location: Remote - US - East Coast

Job : 442

# of Openings: 1

The Systems Engineer 1 – Service Desk (SE1) is responsible for the delivery of high-quality IT technical professional services to our clientele. These services may include consulting, remote troubleshooting, and support for clients with various technologies, installation and integration, and troubleshooting of systems services. The SE1 must demonstrate superior proficiency in the performance of these services. Dedication to quality and customer satisfaction are critical success factors for this position.

• Customer Satisfaction through the delivery of world class Support Services
• Optimizing productivity while assigned to customer tickets or projects
• Ability to prioritize work through ticket and project status
• Problem-solving and resolution of systems issues and escalating where appropriate
• Ticket Quality Control and Ticket Management
• Customer Service, including phone, video, and email communication
• Occasional on-site to nearby customers (less than 5%)
• Occasional on-call responsibility/rotation
• Participation in process improvement initiatives

• 1-3 years’ experience as a Systems Engineer
• Ability to troubleshoot, Analyze, and configure VMware, O365, backups, desktops, Window, client/server in a variety of Operating Systems
• Proven track record and experience with Microsoft, Mac, and Virtual services
• Participate in planning and execution of new and existing equipment hardware and firmware upgrades, including patching
• Working technical knowledge of current network hardware, protocols, and internet standards
• Strong background with ticketing systems and tracking work
• 1+ years in a customer facing role, MSP preferred
• 2+ years working with SaaS products
• Bonus point for Intune, Connect Wise, RRM tool experience
• Virtualization technology certified a plus (Azure, VM Ware and AWS)
• Experience with MSP tools like ITGlue are a bonus

• Outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues
• Strong broad-based knowledge of VM, hardware, Operating systems, patching, backup, security protocols, basic understanding of Network protocols, and Remote Management tools
• Ability to communicate effectively and professionally with all customer contacts
• Ability to provide clear written communication for ticket/project updates
• Clear written communication to maintain organization and control over all information related to customer tickets and assignments
• Dedicated to always providing exceptional customer service
• Proficiency in all aspects of the core technical requirements
• Strong team collaboration skills

We love collaborating and working together as a team. Our benefits include healthcare (medical, dental & vision), 401K fund contribution, paid-time-off, short & long-term disability, and a family atmosphere of caring and concern for each team member.

We are proud to be an equal opportunity employer – and celebrate our employees' differences regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be a comprehensive list of all the responsibilities and skills required of team members.