Engineer, Enterprise Service Desk

日本アバカス株式会社; Charlotte (NC); Hybrid; USD 80,000 - 100,000; Full time

Job summary

日本アバカス株式会社 is seeking an Engineer for the Enterprise Service Desk to design and implement customer-facing systems including on-premise and cloud environments. Responsibilities include resolving escalated service tickets, leading projects, and enhancing customer satisfaction.

The ideal candidate will have an associate's degree in a technology-related field and a minimum of 5 years as a Systems Engineer, along with relevant certifications. Strong problem-solving and communication skills are essential.

Qualifications

• Required certifications: MCSA: Server Infrastructure or equivalent.
• Strong understanding of Active Directory, SQL, SharePoint, Exchange Servers.
• MSP specific experience strongly desired.

Responsibilities

• Deliver excellent customer experience in all interactions.
• Resolve escalated service tickets and complex issues.
• Assist clients with design and implementation of systems.
• Lead teams on large, complex projects.
• Communicate with clients about incident progress.

Skills

Excellent problem solving

Client relationship skills

Excellent verbal communication

Excellent written communication

Knowledge of Windows servers

Strong troubleshooting skills

VMWare expertise

Understanding of VoIP

Education

Associates degree in technology or equivalent experience

5+ years in a Systems Engineer role

Tools

Microsoft Server Operating Systems

VMWare

Citrix

VPN and Terminal Services

Job description

Job Summary:

Abacus’s Engineer, Enterprise Service Desk 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
• Responsible for creating and maintaining high quality, detailed documentation
• Resolve complex backup issues and perform restore testing
• Notifies Client Success Managers when outdated equipment causes repeated issues
• Install, configure, 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, notifying them of impending changes or agreed upon outages
• Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing MIT in a professional manner
• Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in MIT policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro‑active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
• Lead teams on large, complex projects (i.e. system migrations, virtual server configurations with high availability, server and firewall installations, VPN tunnel configurations, SAN setups, etc.)
• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Serve as an escalation point to mentor all team members
• Prepare and deliver staff training material to advance the skills of the technical team
• Follow Abacus's defined processes, policies, service delivery standards
• All other duties assigned

Qualifications and Education Requirements:

• Associates degree in technology related field OR equivalent combination of education and work experience
• A minimum of 5+ years of as a Systems Engineer or similar role, working in Microsoft Environments
• Required certifications: MCSA: Server Infrastructure (70-410, 70-411, 70-412) or equivalent, MCSA: O365 (MS-100, MS-101), business and leadership experience
• Strong understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, SharePoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
• Strong working knowledge of VMWare, Citrix, VPN and Terminal Services
• Strong working knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• Excellent problem solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player ,maintain calm and present yourself professionally in high stress situations
• MSP specific experience strongly desired
• Ability to commute to office on a hybrid basis