General Summary:
System Engineers are strong in all the most common and popular networking technologies. In addition to strong technical aptitudes, backed by at least 1 year of in the trenches experience, this person is a good communicator and a person who can manage well when the client is in a pickle and really needs strong guidance. The pace and demands in this environment are usually much greater than an "in-house" position. This person should be prompt and/or know the importance of communicating ETAs to clients. This person should be skillful at pre-project/work-briefings with each client on each project. This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange/Office 365, IIS, Cisco Internetworking, VPN's, firewalls, backup systems and more. The more truly capable the engineer is in all these areas, the higher the utility value.
Position Responsibilities:
- Answer Help Desk phones to provide Level 1 & 2 remote phone support
Log, document, and track incidents within ConnectWise Manage
- Track and record time worked throughout the day within ConnectWise Manage for at least 6 hours daily
- Monitor and hit weekly KPIs
- Willing to occasionally be on call and/or work overtime, holidays, and weekends
- Documentation of Client Networks
- Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer's preferences
- Understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, hard drives, and PDAs
- Configure file, print, and remote access services
- Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup
- Takes ownership of tasks and follows through to ensure complete resolution
- Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
- Ability to pay close attention to detail while performing technically detailed tasks
- Ability to deal effectively with stressful situations
- Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
- Ability to provide accurate time estimates for how long a task will take
- Understands that the success of individuals is measured by the success of their teams
- Ability to quickly learn new technologies using self-study materials and intuition
- Ability to articulate technical information clearly and simply to non-technical people
- Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
- Is self-motivated and can be self-directed when necessary
- Enjoys sharing information, supporting others, and working on a team to achieve team goals
Knowledge, Skills, and Abilities:
- Experience required with Windows desktop operating systems
- Understanding of TCP/IP and troubleshooting Internet connectivity
- Understanding of DNS services
- Working Knowledge of Wireless Technologies
Credentials and Experience:
- Engineer with two to four years’ experience
- Minimum 2 years’ experience - Server Hardware Technologies (CPU/RAID/SCSI) Support
- Solid dependable engineer, follows directions and maximizes billing opportunities
- Consistently receives good client feedback
