- Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Second level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments, either physical or virtualized.
- Receive escalations from our NOC teams and handle based on severity.
- Handle inbound and outbound calls from our clients during the overnight shift and be able to provide cadence updates to issues.
- Receive call backs for NOC escalations and partner with our NOC engineers for timely updates.
- Provide handoff updates to the entire engineering team as well as communicate any outages and updates as necessary.
- Adhere to ticketing SLAs and ensure clients are receiving timely communications on ticket updates.
- De-escalate client situations related to outages and communications.
- Escalate major incidents to on-call resources and liaison with those resources to assist with any troubleshooting necessary.
- Adherence to SOPs.
- Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Google for Work, Cisco Meraki, Dropbox etc.)
- Perform post-resolution follow-ups to help requests.
- Research issues and resolve technical problems.
- Implement and maintain operational documentation and procedures.
- Issue daily operations status report and project status reports as required.
- Complete technical and special projects as assigned.
- Daily entry of time within ticketing platform and keeping tickets updated.
- Coordinate with Service Coordinator for work assignments.
- Coordinate with Project Management for intermittent project work assignments.
- Continue to learn new technologies and solutions.
- Keep and maintain work calendar.
- Update client documentation after any change to the client's infrastructure.
- Maintain necessary professional certification statuses.
- Assist with vendor certifications as required.
- Provide direct and indirect situational awareness briefs on high profile clients/projects.
- Meeting KPI Targets: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherence.
- Other duties as required to deliver excellent customer experience.
- Must have experience at an MSP, service desk and/or corporate IT Experience as a technical support representative/consultant supporting small to mid-size clients. (3-5 years)
- 5+ years project engineering experience preferred.
- Experience working 2nd and 3rd shift schedules.
- Exceptional written and verbal communication skills.
- Ability to multitask.
- Ability to escalate issues to higher tiers of support when required.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Ability to adapt and learn new platforms and skills on the fly.
- Maintain a sense of urgency.
- Proficient in Mac OS, Google (G-Suite), Windows, Office 365)
- Preferred experience with Intune, JAMF
- Proficient supporting Outlook/Office 365 Admin Portal.
- Experience managing and configuring Windows OS Workstation/Server OS security, sharing, patches, and group policies in a Windows Domain environment.
- Experience with cloud storage and remote connectivity solutions.
- Knowledge and practice of various advanced networking technologies.
- Proficient in remediation of AV related issues.
Systems Engineer - Massachusetts, United States - Net at Work
Description
Description
Position at Net at WorkNet at Work provides next-generation technology solutions and services that enable our clients to unleash the power of their businesses. These solutions are customized to meet the demands of specific industries through the integration of best-of-breed applications. With expertise in finance, accounting, operations, workforce management, and customer experience, Net at Work serves as a trusted advisor, helping small- and mid-sized businesses keep pace with the competition, win new customers, improve profitability, and thrive in the digital economy.
Having started with just two employees, Net at Work is now more than 300 employees strong, and we are still growing. We are looking to expand our team with experienced professionals who share our core values and are problem solvers, promise keepers, collaborative integrators, inspiring coaches and driven intrapreneurs.
Position Overview:
The Net at Work Service Desk operates 24x7x365 and focuses on providing an excellent experience through quick and efficient support while leveraging a high level of communication. Our client base is diverse, consisting of all ranges of technology, including Apple, Google, Microsoft, and Linux.
The After-Hours Systems Engineer is the backbone of the Service Desk after-hours and is responsible for supporting client environments and users. While the primary responsibility is centered around Service Desk support, the After-Hours SE will also have the ability to assist with Implementation projects that include client onboarding, cloud migrations, and security implementations. This position will provide overnight coverage at the second level technical support function and main level ticket tracking in an efficient and effective manner.
Successful candidates are self-motivated, possess a sense of urgency and can demonstrate critical thinking and exceptional interpersonal skills. Strong familiarity with Managed Services is preferred.
Job Responsibilities:
Job Requirements: