This is a remote position.
DISCLAIMER: This job posting is intended for active pooling of candidates who will become part of our talent pool. Your qualifications will be assessed against both current and future job openings. Should your application align with a role that corresponds to your skills and experience, and an opportunity arises, our recruitment team will reach out to you immediately. Please note that this does not guarantee immediate placement or contact. Additionally, we exclusively consider applications from individuals who are currently reside in the US/Canada during their application process.
Salary: $65,000 - $75,000 per annum
Experience Required: Minimum 1 year of project experience
Description
Associate Systems Engineer
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 Associate Systems Engineer (ASE) is the backbone of the Service Desk and is responsible for supporting client environments and users. While the primary responsibility is centered around Service Desk support, the ASE will also have the ability to assist with Implementation projects that include client onboarding, cloud migrations, and security implementations.
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.
This is a remote role with requirements to visit client locations local to their region, as needed.
Responsibilities
- Coordinate and/or perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- First line service desk troubleshooting; resolve level 1 and some level 2 issues in Mac OS and Windows environments.
- Troubleshoot hardware & accurately determine fixes.
- Adherence to Standard Operating Procedures (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 resolves 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 current ticketing platform and keeping tickets updated.
- Coordinate with Service Coordinator for 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 issues 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 an excellent customer experience.
Training And Qualifications
- 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 (1-3 years).
- Exceptional written and verbal communication skills.
- Ability to multitask.
- Ability to escalate issues to higher tiers of support when required.
- Occasional after-hours is needed.
- 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 with cloud storage and remote connectivity solutions.
- Skilled in remediation of AV related issues.
- College degree from an accredited institution or equivalent [1-3 years of relevant technical experience].
- Technical Certifications (Preferred): Apple, Microsoft, Google, CompTIA.
