Systems Support Engineer

Overview

TTx, Inc. is looking to hire a driven full-time Systems Support Engineer. Are you looking for a job to put your superb customer service and technical skills to good use? Would you like to work for a stable and supportive IT company that cares about its employees and is committed to your ongoing growth and development? If so, please read on!

This customer service position earns a competitive salary and a great opportunity for future advancement within the organization. We also offer great benefits, including health, dental, vision, a 401(k) plan with company match, paid time off (PTO), and paid holidays. If this sounds like the right IT opportunity for you, apply today!

TTx is focused on providing clients with best-in-class information technology, intentional customer-centric service rooted in our beliefs that "people matter", and support of our client s reputation through assistance, expertise, and long-term strategy. We strive to become the most trusted information technology solution provider in our market. We are seeking a motivated, well-organized individual who enjoys working in a growing, professional environment.

This is an opportunity to work for an established multi-generational company while enjoying the cultural aspects of a small, nimble business. Be a part of an innovative, developing team, and gain experience and knowledge in an industry with an ever-changing landscape of new technology.

• Provide TTx clients with Tier 1/2 technical assistance and support on client systems and related computing environments, including hardware and software support (e.g., Microsoft Office, O365, DATTO, Active Directory, etc.).
• Triage hardware and software issues, documenting tickets accordingly in Connect Wise.
• Prioritize support calls, resolve issues, or escalate to other team members with a high sense of urgency.
• Provide IT support for Microsoft s core business applications and operating systems.
• Provide Active Directory design and maintenance.
• Monitor and manage DATTO portal to ensure portal health and proactive reporting.
• Monitor and perform system backups and recovery for TTx MSP clients.
• Perform Office 365 tenant administration.
• Evaluate and maintain network performance through monitoring, analysis and tuning; troubleshoot network problems, escalating technical issues as needed.
• Provide server monitoring, patching and troubleshooting to resolve issues for TTx MSP clients.
• Provide technical expertise in IT projects, including server upgrades, infrastructure installs and new product rollouts.
• Provide consistent communication with clients, providing timely updates on open tickets in accordance with SLAs and SOPs (ticket progress, impending changes, maintenance windows).
• Provide resolution confirmation, proper documentation, and closure of incident tickets in Connect Wise.
• Perform cross-platform collaboration with voice and systems teams to isolate technical issues.
• Perform network maintenance, including routine system startup and shutdown procedures, proactively notifying users of planned events.
• Document and maintain records of hardware inventory, digital inventory, and change control through IT Glue, Connect Wise and SharePoint.
• Participate in on-call rotation to support MSP client base.
• Assist in the development of, and adherence to, TTx Standard Operating Procedures, Operational standards, and best practices.
• Proactively learn new technologies through educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Perform all other duties as assigned in support of overall company objectives.

• 1-5 years of previous experience in an IT customer-facing role.
• Alignment with TTx Core Values.
• IT/Telecom background is preferred.
• Bachelor s or Associate degree preferred but not required.

• Troubleshooting experience
• MS Desktop OS:
  Windows 7/10
• Basic to intermediate experience in MS Office
• Application support
• Network
• PC hardware
• Virtualization
• Storage
• Customer service focused with positive attitude
• Proactive communicator, innovative, able to work independently or on a team
• Strong problem-solving skills, adaptable and comfortable in pressured environments
• Detail oriented and well documented
• Excellent time management
• Logical and analytical thinker
• Punctual with ability to manage expectations of customers and internal stakeholders
• Ability to maintain confidentiality with sensitive information
• Ability to work well independently and in a collaborative team environment
• Ability to prioritize workload based on client requirements

Salary: $45,000 - $60,000 per year