Dedicated Support Engineer

3 days ago

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Managed Solution

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Managed Services • Professional Service • Cloud Office 365 • Unified Communications • Desktop/Device Management

51 - 200 employees

Founded 2002

🏢 Enterprise

☁️ SaaS

Description

• The Dedicated Support Engineer works as part of the Field Services team to support managed services clients in a 24/7/365 environment. • They work onsite or remotely, as assigned, to support the successful IT operations of their client portfolio, performing end user support, advanced troubleshooting, and reactive/proactive systems administration. • Providing on-site or remote support for client technical environments, including networking/server infrastructure, desktop support, virtualization, application support, etc. • Provides on-site or remote support for end users, demonstrating high levels of customer service and in accordance with client service level targets. • Acting as a customer-facing systems consultant, technical advisor, and resource for client points of contact, making recommendations for the technology road map in coordination with senior members of the team. • Develop strong relationships with onsite client points of contact and act as a strong ambassador of Managed Solution. • May provide “remote hands” tasks on behalf of client teams or Managed Solution resources as needed, per contract requirements. • Provide routine onsite systems maintenance and administration tasks, such as reviewing firewall logs; updating firmware; reviewing SSL certifications; and performing preventive maintenance and other tasks requiring onsite presence. • During emergencies, may be dispatched for remediation or other onsite needs, or assist with remote resolution of incidents within their client portfolio. • Assessing and documenting client infrastructure for use by help desk support staff, ensuring company documentation remains current and correct. • Provides clarification and guidance to help desk support staff regarding assigned client portfolio. • Provides system and utilization reporting as needed by internal stakeholders and client points of contact. • Ensures all supported devices are inventoried and have agents installed in accordance with operating procedures. • Resolving technical issues for managed services clients, providing support in person and remotely by email/phone. • May engage in answering calls, creating/triaging tickets, and other activities as part of a dedicated or general call queue, as backup to the Customer Support or Managed Operations Center teams. • Thoroughly documenting all activities in Connectwise ticketing system. • Responsible for reviewing tickets related to assigned client portfolio to assist where possible and ensure timely resolution of client issues. • Configuring and utilizing monitoring tools to ensure high uptime for client environments. • Maintaining compliance with all company policies and procedures. • Performing all related duties as assigned by supervisor.

Requirements

• An Associates or Bachelors degree in Computer Science, Computer Engineering, or related field plus 3-5+ years of experience providing server/desktop support in a Microsoft environment. • Equivalent combination of education and experience will also be considered. • Excellent customer service skills with the ability to work and communicate professionally in written and verbal English. • Organization and planning skills with the ability to manage priorities and commitments in a productive manner. • Demonstrated ability to “wow” clients with a positive “can-do” attitude and resourceful problem-solving. • High standards coupled with accountability and ownership for your work. • Demonstrated ability to collaborate with a team to solve client issues and provide comprehensive support. • Proficiency across the IT stack and advanced troubleshooting skills (networking, server/OS, desktop, virtualization) required. • Demonstrated knowledge of network/systems administration required. • Demonstrated experience with Windows 2008/2012/2016 servers, Microsoft Exchange 2010/2013/2016, Windows XP/7/8/10 and Microsoft Office 2007/2010/2013/365. • Experience in other Microsoft applications is a huge plus. • Proficiency with ticketing systems (Connectwise preferred). • Working knowledge of business applications including Office365 suite (Teams, Outlook, SharePoint, etc.) required. • Proven analytical skills and the ability to solve complex technical problems, including troubleshooting of networking/server infrastructure and desktop issues, primarily within a Microsoft OS. • Technical certifications (Microsoft, A+, Network+, Security+, CCNA, etc.) highly desired!

Benefits

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+ • 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days • Holidays – Managed Solution celebrates 7 paid holidays each year Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service! • Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs) • Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7 • $100K Life/AD&D policy provided for all employees, free of charge! • Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more! • $80/Month Cell Phone + Internet Reimbursement