Systems Engineer

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology.

Through the integration ofERP,HCM and/orCRMsolutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information,

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 providesecondleveltechnical support andmain 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 primaryrolefocus 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.

• Coordinate and/or perform remote fixes at the desktop,serverand networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Second level escalations on the servicedesk 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 & accuratelydeterminefixes.
• 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 tohelprequests.
• Research issues andresolvestechnical problems.
• Implement andmaintainoperational 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.
  
  Maintainminimumof 32hrs of billable time.
• Coordinate with Service Coordination for work assignments.
• Coordinate with Project Management for intermittent project work assignments.
• Continue to learnnew technologies and solutions.
• Keep andmaintainworkcalendar.
• Update client documentation after any change to the client’s network
• Maintain necessary professional certification statuses.
• Assist with vendor certificates as required.
• Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects.
• KPIs:
  Average Timeto 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.
• Experiencemanagingand configuring
  
  WindowsOSWorkstation/Server OS security, sharing, patches, and group policies in a Windows…