We are looking for a Remote IT Systems Engineer who will be responsible for the daily support of our clients in both proactive and reactive scenarios. This role is also required to have in-depth knowledge of client environments, within the assigned verticals of the team and others as needed. The Remote IT Systems Engineer position requires advanced knowledge and understanding of technical issues to resolve complex and escalated support requests.

Who You Are:

• You have a Bachelor's Degree in Computer Science, Engineering, Information Systems OR equivalent work experience.
• You have a minimum of (4) four years in IT Support. Experience in an MSP environment is a plus! 
• You have an advanced understanding of security best practices and implementation.
• You have the ability to work with others and to communicate effectively in a positive and constructive manner.
• You have the ability to self-manage ticket assignments and to pull requests from the queue within SLA standards.
• You have the ability to solve various problems relating to client support requests.
• You have a customer-first orientation and the ability to seek information and assistance.

What You’re Accountable For:

• Answering incoming phone calls from the Failover Support Queue.
• Providing advanced remote and occasional onsite technical support for clients in areas such as Windows and Mac Desktop and Server, AD user management and system administration, DFS, Group Policy, NTFS permissions, RDP and RDG, backup systems (Veeam and Datto), Microsoft Exchange and Office 365 user management, VMWare and Hyper-V maintenance and troubleshooting, Cisco, Meraki, FortiGate, UniFi, switching, routing, firewalls, client and network side WiFi connectivity, VoIP client and server issues, VoIP extension management, 3CX, client and server VPN connectivity, Printers and Print Servers, Multi-Factor Authentication, Uninterruptable Power Supplies, Azure servers and services, and SSL Certificates.
• Adhering to all policies, processes, expectations, and SLAs to ensure client needs are addressed and proper documentation of time, work completed, and communication to clients and vendors is completed.
• Creating and updating client environment documentation to ensure the information is accurate and accessible to necessary resources.
• Reviewing aged tickets each day and taking actions as necessary to resolve these tickets as soon as possible.
• Meeting or exceeding minimum standard of priority performance metrics.
• Serving as an escalation point for clients within assigned verticals and other verticals as needed before escalating to the Team Lead.
• Providing feedback and assisting with improving Help Desk Specialist education and ability to efficiently address support requests.
• Providing extended hours technical support as part of a rotating schedule.
• Assisting with the onboarding of new clients within assigned verticals and others as needed.
• Participating in internal meetings to provide clients with the most comprehensive support experience and efficient resolutions.
• Interfacing with third parties (i.e., Dell) to facilitate manufacturer and vendor support.
• Following all steps outlined in the End of Day procedure.
• Recording and submitting daily timesheets detailing client work.
• Any other duties and tasks that are required by the Company.

What You’ll Use:

• Microsoft 365
• Active Directory
• ConnectWise (Ticketing System)
• 3CX
• Azure
• VoIP
• Windows Server OS
• Windows & Mac Client/Desktop OS
• VMWare & Hyper-V
• Cisco/Meraki
• Fortigate
• Ubiquiti/UniFi
• Multi-Factor Authentication
• Mobile Devices & Printers