MSP IT Engineer - Level 3 - Senior IT Engineer
November 8
Description
• Our senior team members are critical to supporting our awesome clients and their users. • They leverage industry leading tools and their experience to help resolve complex issues and help prevent futures ones • This position is an integral part of the Helpdesk Team, and the ideal candidate should be comfortable serving as a “hands-on” senior team member who responds to support requests from clients and junior team members. • The goal is to deliver exceptional service and long-lasting solutions to clients in order to foster loyalty and client satisfaction. • Identify the ideal solution based on the issue and the information provided by the clients. • Perform remote troubleshooting using diagnostic methods and guide the client through the troubleshooting process. • Serve as a point of escalation for issues raised by Level 1 and Level 2 support • Support and troubleshooting for multiple clients leveraging a broad range of solutions • Provide guidance and direction to more junior members of the team. • The role is technically challenging, and it will require you to communicate with clients and vendors over the phone or via email. • Log events, problems, and their resolutions.
Requirements
• Previous experience working in an MSP environment is a PLUS. • Excellent communication skills – Ability to have a comfortable conversation in English without thinking formal or technical – be a friend • Excellent attention to detail and follow-through abilities (never let it go till solved) • Demonstrable experience working with Windows systems (client/server). Ideally, enough experience with a wide range of end-user and other IT areas to solve problems that others may overlook. • Proficiency in O365 Administration, Windows System Administration, and advanced troubleshooting methodologies. • Scripting skills, particularly in PowerShell, to automate tasks and streamline operations. • Experience with VOIP systems and a good technical understanding of network infrastructure. • Familiarity with RMM and PSA platforms used in MSP environments (e.g., Datto, Halo). • We are heavy users of Office 365 and Azure, so you’ll need to have solid experience and know the fundamentals or demonstrate skills in something very similar. • Essentially, you must demonstrate that you can handle even the most difficult tasks by properly setting expectations and determining the solution in a reasonable amount of time. • Out-of-the-box thinker, proactive/creative, and always improving things. • Willingness to go the extra mile to ensure client satisfaction. • Have the ability to “figure things out” even new things
Benefits
• Permanent Work from Home • Competitive Salary • HMO • Mental health programs • Maternity Assistance thru HMO • Paid Vacation Leave • Technology Allowance • Internet Allowance • Weekly Payout • Career growth and advancement
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