The Managed Services System Engineer (the Engineer) is the front line of reactive support to the customer. The Engineer's primary task is to resolve as many reactive issues for customers as possible and to the client’s satisfaction. At times the engineer can and will be assigned to projects.
To accomplish this job successfully an individual must be able to perform the assigned duties according to the acceptable standards established for the job role. The Engineer must be able to complete each essential job function satisfactorily.
Primary Responsibility
The Engineer’s primary responsibility is to gather all pertinent information about the Client’s problem, determine what is needed to be able to resolve the issue, set the client’s expectation as to when the problem will be resolved and then resolve the issue or escalate it to the next appropriate System Engineer who will resolve the problem.
Ensure Customer Satisfaction
Following up with the client to ensure resolution and satisfaction is paramount. Keep clients informed of incident progress, notifying client of impending changes and/or agreed upon outages.
Documentation
The Engineer is responsible for documenting the steps to resolution of client’s problems in the client’s ticket, create Standard Operating Procedures (SOP’s) and update SOP’s routinely. The Engineer is expected to follow SOP’s daily.
Tools
MSP Engineers are expected to learn and master our Remote Monitoring and Management tool. In addition, to learn and master our Professional Services application ConnectWise as well as other tools regarding documentation, passwords security, etc.
Qualifications
Good speaking and written communication skills. The ability to be clear and concise. Problem Solving - gather and analyze data; develop solutions to problems. Business Ethics - treat clients and fellow employees with respect and dignity. A team player.
Experience
Computer skills: Windows Server, Exchange, SharePoint, VMWare, WAN/LAN connectivity, firewalls, security, VPN, Terminal services, Windows 10, Office 365, Active Directory, DHCP, DNS, Azure, printers and backups.
Preferred Certifications
MSMCP, MCSA, MCSE, SonicWALL CSSA, Cisco CCNA or VMWare VCP
Salary
Salary - $65 - $75K. Quarterly Profit Sharing Bonuses.
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Benefit Conditions:
- Only full-time employees eligible
COVID-19 Precaution(s):
- Social distancing guidelines in place
Work Remotely
- Weekly flex day to work from home
This Job Is Ideal for Someone Who Is:
- Detail-oriented -- would rather focus on the details of work than the bigger picture
- People-oriented -- enjoys interacting with people and working on group projects
- Dependable -- more reliable than spontaneous
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- Do you live in the Greater Houston area?
- Do you have at least 3 years of Level 2 Support experience?
Work Location: Hybrid remote in Houston, TX 77043