overview

The number one goal of everyone in our team is to make our clients exceptionally happy. The Systems Engineer plays an important role in making sure that happens.

The Systems Engineer handles escalated support requests for the Service Delivery Team that need to be handled on-site. They are assigned the support requests that the Junior Helpdesk Technician can't handle as well as any projects that require on-site implementation.

When help is needed the Systems Engineer can turn to the Service Manager for guidance and support.

RESPONSIBILITIES & TASKS

Customer service

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced on-site troubleshooting
• Provide the Client with on-site installation & removal of equipment
• On-Site Hardware Maintenance and Support

USE of our TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation in well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren't "stale" throughout the process

PROJECT WORK

• From time to time the projects team will need additional resource to help deliver projects on-site.

communication, Reporting & risk

• Create and maintain documentation for on-site processes
• Escalate tickets that require Service Delivery Manager support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Manager and Clients

team work

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Manager

skills and attributes

desired

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• Advanced experience and understanding of structured cabling (tidy cable management is a must)
• Advanced experience and knowledge of working with the Microsoft 365 Platform
• Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc.)
• Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Drivers license
• The ability to speak both Geek and Human
• The ability to keep up with & adapt to the fast-paced IT world

nice to have

• Experience using a Ticketing system / RMM Tool and PSA software, preferably ConnectWise
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Perks

• We have Health / Dental and Vision!
• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to limited work from home after 90 days if approved.

Salary : $40,000 - $49,000