Join Our Team: Expert Remote IT Support for a Dynamic Client Base
We are a leading provider of managed IT services, dedicated to delivering exceptional support and solutions to our diverse client base. As a key member of our team, you will play a critical role in ensuring the smooth operation of our clients' IT infrastructure. We are seeking a highly skilled and experienced Remote Managed Services Engineer II to join our team on a weekend shift schedule.
About Our Company and the Role
Our company is committed to providing top-notch IT support and services to our clients, leveraging the latest technologies and best practices to drive success. As a Remote Managed Services Engineer II, you will be responsible for delivering high-quality IT support and services to our clients, working closely with our team to resolve issues, and implementing proactive maintenance and improvements. This is an exciting opportunity to work with a dynamic team, develop your skills, and advance your career in a rapidly evolving industry.
Key Responsibilities
- Provide critical IT support for multiple clients, responding to auto-generated ticket alerts, and client-submitted requests in a timely and effective manner.
- Monitor and work tickets in our ticket system, acknowledging and responding to tickets based on our Managed Services SLA.
- Participate in a phone call queue for client call-in requests, providing expert support and resolving issues.
- Review monthly client reports, providing resolution solutions based on generated reports, and escalating tickets to internal departments and clients' IT departments as needed.
- Perform proactive maintenance duties, such as switch/firewall/router upgrades, server patches, workstation patches, and firewall rules.
- Provide remote application and hardware support for switches, routers, firewalls, servers, and storage.
- Monitor and analyze customer networks, systems, backups, and security appliances.
- Work with customers' primary field engineers to perform work on an as-needed basis.
- Project manage internal department initiatives, contribute to, and enhance internal department process/system documentation.
- Follow policies and procedures on a department and per-client basis.
- Conduct training of customers or colleagues in both formal and informal environments.
- Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions.
- Participate in an on-call after-hours/weekend on-call rotation every 8-10 weeks (additional compensation).
- Perform other duties as assigned.
Essential Qualifications and Skills
To be successful in this role, you will need to possess a strong technical skillset, excellent customer service skills, and the ability to work effectively in a fast-paced environment. The ideal candidate will have:
- 1-3 years of experience troubleshooting Microsoft Windows endpoints in domain environments.
- 1-3 years of experience working in an IT service desk role.
- Associate degree in a technology-related field or a combination of education and relevant experience.
- Customer service-oriented skillset.
- Advanced knowledge of Microsoft Windows Operating System.
- Basic knowledge of network printing, Antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, and mobile operating systems (Apple iOS and Android).
Preferred Qualifications and Skills
While not essential, the following qualifications and skills are highly desirable:
- 1-3 years of experience in MSP, customer-facing IT consulting role, systems administration, or network administration.
- Bachelor's degree in a technology-related field.
- Basic knowledge of Cisco, HP, and Palo Alto networking infrastructure, ConnectWise Manage and ConnectWise Automate, VMware vSphere, LogicMonitor, and Veeam Backup.
- One or more of the following certifications: A+, Network+, Server+, Microsoft Azure, Microsoft O365, Cisco Certification Technician (CCT).
Competencies
To excel in this role, you will need to demonstrate the following competencies:
- Active Listening: Ability to actively attend to, convey, and understand the comments and questions of others.
- Adaptability: Ability to adapt to change in the workplace.
- Assertiveness: Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
- Conflict Resolution: Ability to deal with others in an antagonistic situation.
- Decision Making: Ability to make critical decisions while following company procedures.
- Delegating Responsibility: Ability to allocate authority and/or task responsibility to appropriate people.
- Honesty/Integrity: Ability to be truthful and be credible in the workplace.
- Innovative: Ability to look beyond standard solutions.
- Problem Solving: Ability to find a solution for or to deal proactively with work-related problems.
- Relationship Building: Ability to effectively build relationships with customers and co-workers.
- Resource Management: Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.
- Strategic Planning: Ability to develop a vision for the future and create a culture in which long-range goals can be achieved.
- Time Management: Ability to utilize available time to organize and complete work within given deadlines.
Career Growth Opportunities and Learning Benefits
As a Remote Managed Services Engineer II, you will have opportunities to develop your skills and advance your career in a rapidly evolving industry. You will work closely with our team to resolve complex issues, implement proactive maintenance and improvements, and contribute to the development of our internal processes and systems. Our company is committed to providing ongoing training and development opportunities to support your career growth.
Work Environment and Company Culture
Our company values a culture of collaboration, innovation, and customer satisfaction. As a remote professional, you will work in a flexible and dynamic environment, with the opportunity to work from anywhere. We prioritize work-life balance and offer a range of benefits to support your well-being.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including opportunities for professional growth and development. While specific details are not provided, our compensation package is designed to reflect the value we place on our employees and their contributions to our success.
Conclusion
If you are a motivated and experienced IT professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Remote Managed Services Engineer II, you will play a critical role in delivering exceptional IT support and services to our clients. Join our team and take the first step towards a fulfilling and successful career.
Don't miss out on this exciting role. We are looking forward to hearing from you. Apply now!
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