Associate 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 Associate Systems Engineer (ASE) is responsible for supporting client environments and end users while also assisting with implementation projects. The ASE configures the equipment and software to meet client business needs and documents the solution for ongoing support. This position will provide first-level technical support and main level ticket tracking in an efficient and effective manner.

The primary role focus is to decrease time to resolution and increase revenue by acting as a project resource and the initial technical resource for service tickets.

• 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 and at client site’s 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

• 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.
• Connect Wise 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, Sonic
  
  WALL, Fortinet, CompTIA A+/Network+ Certification or equivalent experience

This job may require access to customer information, systems,…