MSP Systems Engineer

Position: MSP Systems Engineer

Location: Smyrna, GA (Onsite 4 days/week)

Type: Full-Time

Pay: $70,000 to $80,000 per year

The System Engineer is responsible for providing exceptional customer service to our clients by reflecting our core values and embracing our commitment to quality. The System Engineer will interact daily with client end-users to address technical support requests, with a mission to leave the end-user feeling that they have received service of the highest quality possible. Through our ticket workflow processes and systems, the System Engineer will perform advanced desktop-level support, server administration, deployment, and configuration for a variety of systems, environments, clients, and end-users. The System Engineer roles are primarily focused on end-user escalations, server management, and system deployments.

Duties and Responsibilities

• Provide advanced desktop-level user support, mobile device support, user administration, and server management as required.
• Lead efforts for client onboarding, projects, documentation initiatives or testing of client environments as required and/or directed.
• Follow internal workflows and processes to ensure timely response and escalation of issues.
• Perform advanced network diagnostics and repairs as directed.
• Act as an escalation resource to assist in diagnosing and remediating server, network and complex end user issues that are escalated by clients, client stakeholders and/or other members of the service delivery team.
• Maintain strong knowledge of our processes, systems and tools and promote effective use of such systems to fellow team members.
• Participate and collaborate as needed to assist fellow team member(s). Allow other team members to shadow you for learning opportunities when requested.
• Accept direction from service leadership, project management teams and executives as required.
• Work with other team members to identify new opportunities for clients to improve their business with technology.
• Professionally document all work performed daily, as well as any information that is discovered but not yet documented accurately.
• Enforce strict documentation protocols for timely and accurate updates of client and internal documentation.
• Manage time appropriately to meet escalation or SLA requirements and document time accurately as work is completed.
• Meets published metric goals set by Service Delivery leadership.
• Participate in the on-call rotation that may include off hour’s onsite visits, and occasional after-hours project work.

Knowledge, Skills, and Qualification Requirements

• Understand and consistently act in accordance with the company core values.
• 3 years’ experience in the Managed Services Provider industry.
• BA or BS degree or equivalent combination of relevant education and experience.
• Completion of mid-level industry certification (CCNA or MCSA Server 2008 or above for example) or completion within 1 year of employment.
• Minimum 3 years’ experience providing computer technical support for end users,
• Minimum 3 years’ experience installing, deploying, and configuring desktop equipment for end users.
• Minimum 1 year experience deploying and configuring Windows based Server environments.
• Demonstrated logical troubleshooting methodology with recognition of all reasonable paths to resolution.
• Strong understanding of network topology, TCP/IP, switching, routing concepts: Routing, VLANs, ARP; Diagnostic tools for system and network monitoring; Server performance monitoring
• Advanced understanding of WLANs and experience supporting end user wireless connectivity and wireless management systems.
• Knowledge of mobile device management systems and tools.
• Thorough understanding of business continuity concepts, backup and disaster recovery terminology and processes, best practices, systems, and tools.
• Advanced experience with research and testing concepts to aid in troubleshooting unknown issues as well as proven vendor management techniques.
• Knowledge of best-practice security protocol, and systems and tools of enforcement.
• Excellent written and verbal communication skills and ability to adapt to different audiences as required.
• Able to explain technical concepts in clear and understandable language amongst all levels of internal or client organizations.
• Detail oriented with initiative to promote critical concepts, generate ideas and a focus on self and organizational improvement.
• Must be a detail-oriented self-starter who can function autonomously with minimal supervision.
• Strong customer service orientation.
• Strong team player, able to collaborate with team members of differing skillsets and personalities. Able to transfer skills through training and mentoring to other members of the team.