Systems Engineer - Northeast

Jobless; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Jobless is seeking a Systems Engineer to implement networking technologies for clients and support their networks. You will configure equipment, document solutions, and provide second level support on tickets.

You will work on larger projects or smaller engagements, aiming to reduce resolution time and drive revenue by acting as a project resource and escalation point.

Qualifications

• 5+ years MSP/service desk experience supporting small to mid-size clients.
• 5+ years project engineering experience.
• Exceptional written and verbal communication skills.
• Exceptional ability to multitask.
• Ability to be on-call and work after-hours.
• Exceptional ability to adapt and learn new platforms and skills on the fly.
• Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows, Office 365, Intune, JAMF.
• Experience managing 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 with various advanced networking technologies.

Responsibilities

• Coordinate and/or perform remote fixes at desktop, server and networking level.
• Second level escalations on the service desk; resolve level 2 issues in Mac OS and Windows environments.
• De-escalate client situations related to outages and travel onsite where necessary.
• Troubleshoot hardware and determine fixes.
• Remotely troubleshoot issues relating to hardware and software (Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox).
• Perform post-resolution follow-ups to help requests.
• Research issues and resolve technical problems.
• Implement and maintain operational documentation and procedures.
• Provide daily operations and project status reports as required.
• Complete technical and special projects as assigned.
• Maintain minimum of 32hrs of billable time.

Skills

Written communication

Verbal communication

Multitasking

On-call availability

Learning agility

Interpersonal skills

Education

Bachelor's degree or equivalent experience

Tools

Apple macOS

Google Workspace

Windows OS

Office 365

Intune

JAMF

Backup solutions

Cloud storage

Job description

About this Position

The Systems Engineer (SE) is responsible for implementation of networking technologies for clients and supporting clients and their networks. The SE configures the equipment and software to meet client business needs and documents the solution for ongoing support.

This position will provide second level technical support and main level ticket tracking in an efficient and effective manner. The SE can also function as part of an implementation team on larger projects, or individual provides the services on support visits or smaller project needs.

The primary role focus is to decrease time to resolution and increase revenue by acting as a project resource and an escalated resource for service tickets and Service Desk escalations.

Job Responsibilities

• Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Second level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments.
• De-escalate client situations related to outages, communications, and travel onsite where necessary.
• Troubleshoot hardware & accurately determine fixes.
• Adherence to SOPs.
• Remotely 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.
• Coordinate with Project Management for intermittent project 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.

Job Requirements

• 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. (5+ years).
• 5+ years project engineering experience.
• Exceptional written and verbal communication skills.
• Exceptional ability to multitask.
• Ability to be on-call and work after-hours.
• 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 with various advanced networking technologies.
• Experience in remediation of EDR related issues.
• Experience in implementation and remediation of various backup solutions.
• ConnectWise 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, SonicWALL, Fortinet, CompTIA.