Remote Systems Engineer II / IT Help Desk Support - MSP

IT Help Desk Support / MSP Systems Engineer - Level II - Remote | WFH

Job Overview

Join our esteemed IT services firm as a Systems Engineer II, where you will be instrumental in resolving a variety of hardware and software challenges for a broad spectrum of clients. Our commitment to excellence as a trusted Managed Services Provider will empower you to provide unparalleled end-user IT support, ensuring client satisfaction from the onset.

Key Responsibilities

• Deliver daily phone support to clients across multiple industries, including government, healthcare, and construction.
• Navigate swiftly between various technology platforms to address client requirements.
• Engage in an 8-week on-call rotation for after-hours technical assistance.
• Document client infrastructures and manage system configurations with clarity.
• Setup new computer hardware and software, ensuring seamless integration.
• Analyze, troubleshoot, and rectify issues related to computer systems, hardware, and peripherals.
• Manage assets and endpoints utilizing Kaseya RMM for effective oversight.
• Provide outstanding customer service, whether remotely or in-person.
• Exhibit initiative and independent judgment in fulfilling client needs through established procedures.
• Maintain comprehensive knowledge of client environments and infrastructures.
• Resolve complex support tickets necessitating thorough research and root cause analysis across systems, including virtualization and networking.
• Collaborate closely with IT Project Engineers and Account Managers for comprehensive support.
• Act as a mentor and escalation point for Level I and II IT Engineers.
  
  

Required Skills

• Proficiency in end-user desktop support across various operating systems including Windows, MacOS, and Linux.
• Strong troubleshooting skills for Office 365, Exchange, and network protocols such as TCP/IP and DNS.
• Familiarity with Active Directory and Group Policy Management for user administration.
• Capability in configuring, deploying, and troubleshooting networking equipment like routers and firewalls.
• Understanding of Microsoft Azure and Intune Services is an advantage.
• Competence in managing third-party software support issues effectively.
  
  

Qualifications

• 3-5 years of experience in a relevant IT support role.
• Proven experience in an MSP or customer-oriented environment.
• Excellent interpersonal, communication, and organizational skills.
• Willingness to work flexible hours, including weekends, as necessary.
• Strong attention to detail and a commitment to delivering exceptional customer service.
  
  

Career Growth Opportunities

We foster an environment of professional development, encouraging our team members to engage in continuous learning and skill enhancement. The diverse nature of our projects allows you to collaborate with different departments, presenting numerous opportunities for career advancement.

Company Culture And Values

Our organization prides itself on a culture of collaboration and growth. We believe in empowering our employees to take initiative and make impactful contributions within a supportive team setting.

Join us in making a difference in the IT landscape while advancing your career in a vibrant and rewarding environment.

Employment Type: Contractor