Remote MSP Systems Engineer / IT Help Desk Support | WFH

Job Title: IT Help Desk Support / MSP Systems Engineer - Remote | WFH

Job Overview

Join our esteemed IT services company as a Systems Engineer II, where you will be instrumental in providing exceptional IT support to our diverse clientele. This remote position offers a unique opportunity to work in a collaborative and energetic environment that champions both professional and personal growth.

Key Responsibilities

• Deliver day-to-day telephone support to clients spanning various industries, including government, healthcare, medical practices, and construction.
• Work within a Monday to Friday schedule from 8 AM to 5 PM, with flexibility for emergency maintenance and escalations as required.
• Quickly adapt to different technology platforms to effectively meet client needs.
• Participate in an on-call rotation for after-hours support, scheduled every eight weeks.
• Document client infrastructures and manage system configurations by creating comprehensive flowcharts, diagrams, manuals, and other documentation.
• Set up and configure new computer hardware and software.
• Analyze, troubleshoot, and repair a range of computer systems, hardware, and peripherals.
• Utilize Kaseya RMM for asset and endpoint management.
• Provide outstanding customer service, both remotely and in person, ensuring client satisfaction.
• Demonstrate initiative and independent judgment in addressing client needs following established procedures.
• Maintain a thorough understanding of our clients’ infrastructure and environment.
• Employ strong problem-solving skills to derive clarity from intricate situations.
• Effectively communicate our service offerings and function as a pre-sales technical resource.
• Collaborate with IT Project Engineers and Account Managers across departments.
• Mentor and serve as an escalation point for Level I and II IT Engineers.
• Tackle complex support tickets requiring in-depth research and root cause analysis across various systems, including virtualization, servers, networking, and security.
  
  

Required Skills

• Proficient in end-user desktop support for Windows (7, 10, Server 2008-2019), MacOS, and Linux.
• Experience with SMTP, POP, Office 365, Exchange troubleshooting, and device configuration.
• Strong knowledge of TCP/IP, DNS, DHCP, VPN, VLANs, and other network protocols.
• Skilled in triaging third-party support for software and application issues.
• Familiarity with Active Directory and Group Policy Management for user creation and maintenance.
• Competent in troubleshooting printers and WiFi issues.
• Experience in cable installation and termination is advantageous.
• Proficient in configuring, deploying, and troubleshooting network hardware such as routers, switches, and firewalls.
• Familiarity with Microsoft Azure and Intune Services is an asset.
• Capable of providing high-level network assistance and troubleshooting.
  
  

Qualifications

• 3-5 years of experience in a related field.
• Familiarity with working in an MSP or customer service environment.
• Ability to effectively collaborate across teams and build strong professional relationships.
• Excellent organizational and communication skills.
• Willingness to work weekends and off-hours for project needs.
• A detail-oriented team player with a proven track record of ensuring exceptional customer satisfaction at all times.
  
  

Career Growth Opportunities

We prioritize continuous learning and professional development, providing you with ample opportunities to enhance your skills and advance your career within our organization.

Company Culture And Values

Our organization prides itself on fostering a supportive and collaborative work environment, where teamwork and individual contributions are valued. We encourage a culture of growth and mutual respect among all team members.

Employment Type: Contractor