MS System Engineer

Apex Technology Management, LLC; Iqaluit; On-site; CAD 70,000 - 90,000; Full time

Job summary

Apex Technology Management, LLC is looking for a System Engineer who will address customer technical issues, resolve escalated problems, and provide mentorship to technicians. The ideal candidate has advanced knowledge in network and server infrastructure, with a strong emphasis on customer service and problem-solving skills. Working with multiple clients, you'll manage their environments and ensure continuous improvement in service delivery.

Qualifications

• 3-5 years experience as a Helpdesk Technician preferred.
• Advanced knowledge of Network & Server Infrastructure.
• Experience in Windows 10 & 11, Active Directory.

Responsibilities

• Closing 7 client-facing tickets per day.
• Provide mentorship to helpdesk technicians.
• Resolve escalated helpdesk tickets efficiently.

Skills

Analytical Skills

Troubleshooting

Customer Service

Education

CompTIA A+, Network +, Security +, CCNA

Tools

ConnectWise

Auvik

Microsoft Office Products

Job description

A System Engineer plays a vital role in addressing customer queries, resolving technical issues, resolving escalated complex problems, documenting cases, performing on-site requests, and staying informed about the latest advancements in computer technologies. Preferred Candidate Locations: Santa Rosa, Rohnert Park, St. Helena, Vallejo Fairfield, Calistoga, Petaluma, Sebastopol

Primary Responsibilities

• Closing 7 client-facing tickets per day that are escalation and more advanced in nature.
• Having a billable rate of 85% or more per day
• Closing out escalated helpdesk tickets quickly and efficiently
• Provide mentorship and guidance to helpdesk technicians on escalated tickets.
• Ability to comfortably handle onsite requests that could pertain to many issues such as:
  • Systems down
  • Printer failure
  • Network failure
  • Environmental slowness and bandwidth issues
  • Workstation failure
  • Server failure
• Following troubleshooting best practices and escalation policies to ensure ticket timeliness.
• Demonstrate a strong sense of customer service for all our clients.
• Document your time in our ticketing system live and be up to date by end of date.
• Document your work in your ticket clearly and accurately.
• Stay up to date on current technology in order to adequately perform your duties.
• Ability to oversee multiple clients as their “Lead” to ensure their environments are in top shape and maintained by following regular maintenance best practices and good documentation methods.

Preferred Skills & Experience

• Minimum 3-5 years’ experience as a Helpdesk Technician and escalation strongly preferred.
• Knowledge of advanced Network & Server Infrastructure so that you can comfortably resolve higher level escalations without the assistance of others.
• Advanced Knowledge of:
  • Windows 10 & 11
  • Windows Server OS
  • Active Directory
  • Group Policy
  • Microsoft Suite
  • Microsoft 365
  • Wireless
  • TCP/IP
  • Routers/Firewalls (Cisco / Sonicwall)
• Effective analytical and troubleshooting abilities.
• Superb communication skills, including effective facilitation, listening, and writing.
• Ability to express thoughts in a clear and concise manner.
• Demonstrated analytical thinking, problem solving and decision-making skills.
• Familiarity with ConnectWise, Auvik, Slack, Microsoft Office Products
• CompTIA A+, Network +, or Security +, CCNA, CCENT
• Desire to continue to learn and grow.
• Compensation starting at $35 an hour DOE

Preferred Attributes

• Highly organized and process driven.
• Affinity for technology.
• Strong integrity with the ability to work in a highly confidential manner.
• Collaborative and flexible with a consultative mindset.
• Precise and detailed, delivering consistently high-quality results.
• Comfortable in a balance of tactical and strategic focus.
• Servant hearted with a focus on improving the lives of our customers in every action and interaction.

Physical Requirements

Work is primarily knowledge-worker oriented using computer systems. Occasional exertion and lifting of up to 20 pounds to move office or computer equipment. Occasional crawling, kneeling, and squatting. Constant use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures, views computers constantly. Travel (car/airplane). Occasional exposure to outdoor environmental conditions as a result of travel.

Who We are:

At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are Serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies.

Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are!

We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here:Why New Charter .

New Charter Technologies is committed to creating an inclusiveenvironment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies.

Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.

Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are! Join us on our journey as we shape industries, redefine possibilities, and unlock the true potential of collective innovation. Be a part of New Charter Technologies, where collaboration, innovation, and excellence converge to create a future that’s nothing short of extraordinary. We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today!