Engineer, Enterprise Service Desk

ABACUS; Fort Lauderdale (FL); Sur place; USD 80 000 - 120 000; Plein temps

Résumé du poste

Abacus is seeking a Level Three Support Engineer to design and implement customer-facing and internal systems across public and private cloud platforms, on-premise infrastructure, and telephony systems. You will also lead projects and provide escalation support to the service delivery team.

Responsibilities include delivering exceptional customer experiences, resolving complex issues, assisting with design and deployment of desktop/server environments, and maintaining thorough documentation.

Qualifications

• Associate’s degree in a technology-related field is required.
• MSP-specific experience is preferred.
• MCSA certifications are preferred.

Responsabilités

• Deliver excellent customer experience in all interactions.
• Resolve service tickets and guide or resolve aging and complex issues.
• Assist clients with design and implementation of desktop PCs, servers, storage, networking, and telephony systems.
• Troubleshoot and resolve client emergencies with minimal oversight.
• Install and upgrade Microsoft Server Operating Systems.
• Create and maintain high-quality documentation.
• Install, configure, and support complex virtual environments with High Availability in VMware ESXi and Hyper-V.

Connaissances

Windows Server

Active Directory

VMware

Citrix

Exchange Server

VPN

VoIP

SharePoint

Backup Technologies

Networking

Formation

Associate’s degree in a technology-related field

MCSA: Server Infrastructure 70-410

MCSA: Server Infrastructure 70-411

MCSA: Server Infrastructure 70-412

MCSA: O365 MS-100

MCSA: O365 MS-101

Outils

MSP experience

Description du poste

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