Centralized Services Engineer- Tier III

This is a remote position.

SUMMARY

We are seeking diligent, amiable, and talented systems engineers to provide superior customer service to our clients. We are a Managed Service Provider (MSP) that delivers services to small-medium sized businesses. Our engineers monitor, manage, and support all aspects of our clients’ environments, including but not limited to their workstations, phones, servers, networks and applications. Our engineers also work hard to identify problems and resolution activities, as well as to grow and to develop the organization's perception with existing customers through exceptional customer service. They are highly organized, able to self-manage and possess great interpersonal communication skills. 

JOB RESPONSIBILITIES

• Communicate with users via phone, e-mail, and IM/chat to quickly resolve issues in the most efficient manner all the while ensuring that customers feel value, satisfaction, and empathy. 
  
• Provide technical support for all levels of staff from end-user to executive. 
  
• Utilize a centralized ticketing system to resolve, document, manage and communicate with users. 
  
• Provide support for VOIP telephone systems, including handsets and conference room phones. 
  
• Provide support for PC users, including office and remote employees. 
  
• Perform detailed and easy to read documentation on troubleshooting steps to facilitate working together with others. 
  
• Monitor and prioritize incidents and tickets. Escalate and/or work in tandem with appropriate people from within the organization and selected vendors on unresolved issues. 
  
• Utilize/mobilize all third-party/partner technical resources to solve problems where necessary. 
  
• Install and configure workstation, telephony, video, and mobile hardware/software as required. 
  
• Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution. 
  
• Assist the team with reducing the amount of trouble tickets generated by participating in process improvements, candid and business direct feedback and participating in meetings providing value add dialog for the betterment of the group. 
  

Requirements

QUALIFICATIONS

• Bachelor’s Degree in computer science or related field or equivalent experience, plus 2 years working experience in related field
  
• VMware Certifications are a plus
  
• Microsoft & Azure Certifications are a plus
  
• CompTIA Certifications are a plus
  
• Networking Certifications (Cisco, Sophos, Ubiquiti, etc.) are a plus
  
•  Achieved certification or advanced experience in architecting or designing from the ground up in the following areas:  Windows (Servers & Networking), Office 365, Microsoft Hyper-V, Apple MacOS and iOS, Cisco Meraki, Dell PowerEdge, Sophos XG Firewall and Central Endpoint and Server, Ubiquiti UniFi Network and Enterprise Wireless, Datto, Veeam Backup and Replication, IronScale, Azure Administration, APC UPS Management, Powerchute Business, VMWare Certifications
  
• Deep understanding of IT systems, hardware, software, and networking concepts to quickly diagnose and resolve complex technical issues 
  
• Ability to communicate effectively with technical and non-technical users.
  
• Ability to work independently as well as on a team.
  
• Ability to learn and document processes of third-party applications that you might not be familiar with.
  
• Be a self-starter, eager to learn and get involved in the troubleshooting process.
  
• Experience with backup solutions.
  
• Experience working for an MSP a plus.
  

Benefits

• Full Philippine Statutory Benefits
  
• 13th month Pay
  
• De Minimis Allowance
  
• Night shift differential pay
  
• PTO
  
• Health insurance
  
• Life insurance - (maximum of PHP 3M coverage)
  
• Equipment