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System Support Engineer - West Hartford, United States - Compass
Description
Who we are:
CompassMSP is a rapidly expanding, award-winning technology solutions provider in the booming managed services space.
Our vision is to be the North American leader in delivering and supporting technology solutions for small & mid-sized businesses, and we are driven by our mission and core values to be a great place to work and a great company to work with.
We have garnered top industry recognition for our thought leadership, growth, and workplace culture.What we are looking for:
Summary
The Systems Engineer will be part of our support team providing exceptional customer service by focusing on finding the right solution with each client.
The Systems Engineer will work on challenging technical issues as well as serve as an escalation point for the second tier support technicians.
This position will be in our office and requires occasional travel to client sites and on-call availability may be required, which would be scheduled in advance.
Qualifications:
Experience:
At least 5 years of recent, hands-on experience in a similar role
Technical Skills:
Networking (Firewall/Switching/Routing/Wireless)
VMware/Hyper-V
O365 Admin/Exchange/Teams
Microsoft Cloud Solutions (Azure/O365/SharePoint/Active Directory/DHCP/DNS/GPO/DFS/VPN)
Server support (remote and onsite)
Triaging/troubleshooting
Security best practices
Certifications :
Preferred certifications include A+, Network+, MCP, MCSA, MCSE, Security+, Server+, Office 365, CCNA, Azure
Work Experience:
Experience in a Managed Service Provider or Consulting environment preferred
Systems Experience:
Familiarity with ConnectWise, IT Glue, and VoIP preferred
Collaboration:
Ability to work well with all levels of the organization
Attention to Detail:
Excellent attention to detail
Policy & Procedure:
Ability to create and maintain policies and procedures
Communication:
Strong written and verbal communication skills
Growth Mindset:
Desire to grow personally and professionally
Team Player:
Enjoy working in a fun, fast-paced, and growing organization
Flexibility:
Willingness to participate in an on-call rotation and after-hours duties as needed
Travel:
Must have a valid driver's license and be able to travel to client sites with a personal vehicle
Key Responsibilities:
End-User Support:
Provide expert support to end users, both in person and remotely, ensuring that their technical issues are resolved promptly and professionally
Support Domain Expertise :
Act as a subject matter expert within our support team, collaborating with colleagues to share knowledge and ensure efficient information distribution
Escalation Point:
Serve as a point of escalation for technical issues, assisting other teams in resolving complex problems and driving efficient solutions
Infrastructure Management:
Develop, maintain, and support technical infrastructure, networks, hardware, and system software components to ensure optimal performance
Advanced Technical Support:
Troubleshoot and resolve system hardware, software, and network failures, demonstrating proficiency in handling moderately complex technical challenges
Multitasking Mastery:
Manage multiple tasks simultaneously, taking proactive ownership of issues and ensuring timely resolution to minimize client impact
Effective Communication:
Communicate clearly and professionally with clients, providing a positive customer experience in all interactions and engagements
Knowledge Sharing:
Mentor and support team members by sharing expertise and answering questions, fostering a collaborative and supportive team environment
Systems Understanding:
Develop a detailed understanding of systems and processes designed to support our clients, ensuring alignment with organizational goals and objectives
Backup and Recovery Management:
Monitor backup and disaster recovery devices, managing failures and ensuring the integrity and reliability of client data
Flexibility and Availability:
Be available to work varying hours, including after normal hours and on weekends, as needed to meet client needs and minimize service disruptions
Equipment Handling:
Safely lift, move, and handle computer and network equipment, ensuring the physical integrity and security of our technical infrastructure
If you're a dedicated professional with a passion for technology and a commitment to delivering exceptional service, we want to hear from you
What we offer:
Competitive pay
Quarterly Bonuses
Progressive PTO
Medical/Dental/Vision/Life/Disability available
Tax deferred retirement plan with company match
Career Development and Coaching
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