Associate Systems Engineer

About this Position

The Associate Systems Engineer (ASE) is responsible for supporting client environments and end users while also assisting with implementation projects. The ASE configures the equipment and software to meet client business needs and documents the solution for ongoing support. This position will provide first-level technical support and main level ticket tracking in an efficient and effective manner.

The primary role focus is to decrease time to resolution and increase revenue by acting as a project resource and the initial technical resource for service tickets.

Job 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 basic level 1 and some level 2 issues in Mac OS and Windows environments.

• Troubleshoot hardware & accurately determine fixes.

• Adherence to SOPs

• Remotely and at client site’s troubleshoot issues relating to hardware and software (typically Mac OS, Apple, 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 the 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. Maintain minimum of 32hrs of billable time.

• Coordinate with Service Coordination 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 network

• Maintain necessary professional certification statuses.

• Assist with vendor certifications as required.

• Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects.

• KPIs: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility.

• Deliver Professional Services SOW and Client Onboarding Activities

Job Requirements

• 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. (2+ years)

• Exceptional written and verbal communication skills.

• Exceptional ability to multitask.

• Ability to be on-call and work after-hours where necessary.

• Exceptional ability to adapt and learn new platforms and skills on the fly.

• Exceptional sense of urgency.

• Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows, Office 365, Intune, JAMF.

• Experience supporting Outlook/Office 365 Admin Portal.

• Experience managing and configuring Windows OS Workstation/Server OS security, sharing, patches, and group policies in a Windows Domain environment.

• Experience with cloud storage and remote connectivity solutions.

• Experience in remediation of AV related issues.

• ConnectWise Automate Familiarity or similar RMM solution.

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

• College degree from an accredited four-year institution or relevant technical experience.

• Previous customer support, sales or technology experience.

• Technical Certifications (Preferred): Microsoft, Cisco, VMWare, JAMF, SonicWALL, Fortinet, CompTIA A+/Network+ Certification or equivalent experience

Customer Requirements

This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.

Compensation and Benefits

Base salary range: $50,000 to $65,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws. 

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life: