Engineer, Enterprise Service Desk

Sponsor Finder; Boston; On-site; GBP 40,000 - 60,000; Full time

Job summary

Abacus is seeking a Level Three Support - Engineer to design and implement customer-facing and internal systems, spanning public and private clouds, on-premise infrastructure, and telephony, while delivering a world-class client experience daily. The role involves leading projects and providing escalation support across the service delivery team.

You will troubleshoot complex issues, install and upgrade Microsoft Server OS, manage virtual environments (VMware ESXi/Hyper-V), harden security,

Qualifications

• Requires an Associate’s degree in a technology-related field.
• 5–7 years of systems engineering experience.
• 5–7 years of experience in Microsoft environments.
• MSP experience and MS certifications preferred.

Responsibilities

• Deliver excellent customer experiences and escalate as needed.
• Design and implement desktop, server, network, and telephony systems.
• Assist with installation, configuration, and usability of IT infrastructure.
• Troubleshoot critical issues and coordinate with vendors.
• Document processes and maintain high-quality records.
• Support complex virtual environments with ESXi/Hyper-V.

Skills

Problem solving

Client relations

Communication skills

Learning agility

Team player

Calm under pressure

Adaptable

Training compliance

Safety & QA

Education

Associate’s degree in technology

Job description

Job Summary:
Abacus’s Level Three Support - Engineer role is responsible for the design and implementation of customer-facing and internal systems, including public and private cloud environments as well as on-premise infrastructure and telephony systems, all while providing a world-class client experience daily. In addition to leading projects, Level Threes provide escalation support to all service delivery team members.

Responsibilities (including, but not limited to):

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
• Assist clients with the design and implementation, installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking, and software
• Troubleshoot and resolve client emergencies with minimal oversight, persevering until resolved
• Work with vendor representatives to resolve software and hardware issues
• Install and/or upgrade Microsoft Server Operating Systems
• Perform advanced virus, malware, and ransomware mediation
• Provide professional-quality server room cable management
• Create and maintain high-quality, detailed documentation
• Resolve complex backup issues and perform restore testing
• Notify Client Success Managers when outdated equipment causes repeated issues
• Install, configure, and support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
• Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes
• Communicate with clients as required, keeping them informed of incident progress and notifying them of impending changes or agreed-upon outages
• Remain accountable for continued customer satisfaction, coordinate all activities with the client, assist with client training, and represent Abacus in a professional manner

Qualifications and Education Requirements:

• Associate’s degree in a technology-related field required
• 5–7 years of systems engineering experience required
• 5–7 years of experience working in Microsoft environments required
• MSP-specific experience preferred
• MCSA: Server Infrastructure 70-410 preferred
• MCSA: Server Infrastructure 70-411 preferred
• MCSA: Server Infrastructure 70-412 preferred
• MCSA: O365 MS-100 certification preferred
• MCSA: O365 MS-101 certification preferred

Knowledge, Skills, and Abilities:

• Windows 2016/2012 Servers
• Active Directory
• SharePoint
• Exchange Servers
• Backup technologies
• Internet, DNS, email, and communication issue troubleshooting
• VMWare
• Citrix
• VPN
• Terminal Services
• VoIP
• Voicemail
• Analog systems
• Vendor-specific hardware and software Engineer, Enterprise Service De…

Attributes That Will Drive Success:

• Strong problem-solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes
• Strong team-player mentality
• Ability to remain calm and present yourself professionally in high-stress situations
• Adaptability and willingness to alter shifts and job requirements to meet the needs of clients and Abacus
• Ability to complete all required training and follow all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories
• Demonstrates a proactive approach toward safety, health, and quality in compliance with all Company, governmental, and customer requirements