Senior Managed Services System Engineer - Deerfield Beach, United States - Penn Foster Inc

Description

The Senior Managed Services System Engineer works under the direction of the Managed Service Operations Center (MSOC) Manager and will support our clients and internal operations.

This position is responsible for exceeding established SLAs, providing world class customer service and technical support, and managing service requests through our ticketing system.

Accountability and proactive communication as it relates to all position responsibilities. This position will be located in Deerfield Beach, FL.

Essential Job Functions:
Provide phone and email support to a wide range of clients and internal resources
Establish positive long-lasting relationships with our clients and internal staff
Learn and work with new technologies on a constant basis
Able to complete tasks in a group as well as individually
Responsible for entering all work as service tickets, time, and expenses in CSPi's Professional Service Automation (PSA) tool, ConnectWise

Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from Problem Management issues.

Provide incident management support and performs investigative analysis while providing accurate, thorough answers in a timely manner to customer inquires
Responsible for resolving and supporting technical issues via-telephone and e-mail
Perform queue management to achieve CSPi's SLAs in a timely manner and provide Quality Assurance standards for work performed and where applicable, train staff/client members
Interface with customer's executives, technical representatives, partners, and all levels of internal employees, other Technology Services department/personnel to ensure that operational procedures, accurate escalation processes, timely document registration within CSPi's Professional Service Automation (PSA) tool and status updates are performed and streamlined workflow is maintained to ensure customer satisfaction
Responsible for reviewing and attending to daily customer checklist
Responsible for maintaining and verifying, that all backup systems are running optimally for all internal and external CSPi clients
Responsible for maintaining and updating anti-virus for internal and external CSPi clients
Responsible for Microsoft Windows patching and third-party vendor patching as required
Responsible for maintaining and optimizing all critical and standards alerts generated by CSPi's ConnectWise application
Responsible for designated functions within onboarding new clients

Education/Certifications:
MCSE preferred
Network Certifications preferred
VMware Certification preferred

Experience:
Must be a "team player" with outstanding communication and interpersonal skills
Comfortable in an environment of rapid change
Ability to work collaboratively and independently
Knowledge of backup applications (Veeam, Barracuda, Commvault, etc.)
Experience with email and spam filtering services (Mimecast, Barracuda, Proofpoint, etc.)
Familiarity with DNS, DHCP, and TCP/IP
Switching and routing topologies (VLAN, basic routing protocol knowledge)
Firewall Technologies (Cisco, FortiGate, Palo Alto, etc.)
Administering and designing Microsoft Windows Active Directory topologies
Disaster recovery planning and implementation
In-depth knowledge of Microsoft Exchange Server and SQL Server
In-depth knowledge of VMware vSphere 6.0 and above
In-depth knowledge of DNS, DHCP etc.
In-depth knowledge of Storage Area Networks (Nutanix, EMC, Dell, HP, etc.)
General understanding of telecommunications technologies
Knowledge of Apple OS and Devices a plus
Knowledge of Microsoft Azure / Intune a plus
Knowledge of Managed Services ticketing systems, PSA tools, RMM tools (ConnectWise) a plus
Former Managed Services experience preferred
CSPi is an Equal Opportunity/Affirmative Action Employer.

All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law.

We will contact only those who are a potential match. As part of our pre-employment process, we require that applicants agree to submit to background screenings.
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