We are looking for a Systems Engineer L3 with leadership qualities and with MANDATORY MSP experience to join our Managed Services Support Team.This individual will provide high quality customer service and technical support to customers who utilize our services as well as ensure customer satisfaction by meeting or exceeding Service Level Agreement targets.The successful candidate will be expected to be flexible, highly organized with great attention to detail, and able to work under pressure while maintaining a professional, courteous and customer service focused attitude at all times.Our Team Members are :Self-motivated : You understand assigned goals and objectives, and take pride in seeing them completed quickly and efficiently.You're driven, even when no one is watching.Exceptional communicators : Ability to effectively communicate diplomatically and consistently with internal teams and clients.Technical Informed : You frequently read-up on and stay in-touch with current technologies and industry change / evolutionDisciplined : Ability to execute and prioritize tasks in a high-pressure environmentAccountable : You take full ownership over your work and be fully accountable for the end result.Team-player : Comfortable providing constructive input and comfortable receiving the same in return. Express ideas to grow the organization, and your role within a fast-paced team.That's not my job." Isn't in your vocabulary.Hungry for growth : You thirst for more learning, achievement, and expertise. You enjoy exploring new products and services, and crave expanding your knowledge base for the benefit of your team, and for yourself.The RoleYour Responsibilities will include :- Ensuring all client service desk tickets are promptly responded to, providing concierge-level technical support,documenting resolutions accurately and professionally and escalating tickets as needed.- Architect and deploy project- Effectively multi-task between customer ticket requests which can vary from infrastructure outages to escalation requests to scheduled assigned work.- Installing, migrating, and managing Windows Server environments (2003 / 2008R2 / 2012R2 / 2016)- Managing the entire cloud backup infrastructure which includes backup and replication, SaaS backups and on-site client backups.Review and report all daily backups and remediation.- Providing on-site & remote support, with issues ranging from simple desktop configuration and network troubleshooting to firewall implementation and support / maintenance related to Windows Servers- Communicating effectively with clients on a daily basis via phone,email and / or remote web sessions, responding and updating to all requests and concerns in a timely fashion.Thoroughly explaining resolutions, answering questions, and providing professional advice as needed.- Actively contributing and collaborating the development and improvement of all IT operational processes and provide feedback- Identifying infrastructure system needs and opportunities for additional sales and training- Leading in the diagnosis and resolution of complex technical infrastructure issues- Participating in product and technical knowledge transfer within the support teamIdeal ProfileSkills Required :- A minimum of 3 years of experience working in a MSP environment- Microsoft Windows Server 2003 / 2008R2 / 2012R2 / 2016- Microsoft Windows 7, 8, & 10- Microsoft Office 2007, 2010, 2013 & 2016- Office 365- Microsoft Active Directory, Domain Controllers, Group Policies, etc.- Professional Services Automation Solution preferably Connectwise- Backup and replication software preferably Veeam- Virtualization (VMware, Hyper-V, KVM)- Router / Switch / Firewall configuration and management- LAN / WAN, DNS, and DHCP- Wireless Network Configuration & Troubleshooting- Printer / Scanner Setup & Configuration- Must have experience responding to service calls, troubleshooting, and repairing issues independently without direct supervision.- Must be willing to work remotely at customer locations or data centers for on-site service calls- Excellent communication skills (English - verbal and written)- Strong organizational, prioritization, and multitasking skills- Excellent phone etiquette- Excellent time management; (i.e.ability to prioritize tickets and technical research)- Ability to properly articulate ideas, suggestions, and provide positive / constructive feedback- Willingness to work with team members or group to achieve common goalsAdditional Requirements :- NinjaRMM- Office 365- Watchguard- Connectwise Manage (PSA)- Connectwise Automate- Connectwise Control- Sharepoint- Teams- Ubiquity- Cisco- Basic VOIP troubleshootingWhat's on Offer?- Work within a company with a solid track record of success- Flexible working options- Work alongside & learn from best in class talent
