Systems Engineer

United States, EST preferredFull-TimeMiddle

Salary45,000 - 65,000 USD per year

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Job Details

2–3 years of IT support experience in a help desk or service desk environment; MSP experience preferred.
Experience with ticketing systems such as ServiceNow.
Experience with remote support tools and RMM platforms such as Kaseya or Ninja.
Proficiency supporting Windows 10/11 and macOS fundamentals.
Proficiency with Microsoft 365, including Outlook, Teams, and OneDrive.
Working knowledge of Active Directory/Entra.
Knowledge of mobile device configuration and troubleshooting.
Experience with workstation hardware, printers, and peripherals.
Basic networking knowledge, including TCP/IP, DNS, and DHCP.
Strong customer service focus with the ability to communicate technical concepts to non-technical users.
Excellent written and verbal communication, documentation, and time-management skills.
Availability to work after hours or participate in on-call rotations as required.

Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner.
Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents.
Perform rapid analysis of workstation-level incidents, identifying root causes and applying troubleshooting methodology.
Ask clarifying questions to understand client concerns and escalate issues to engineers when necessary.
Manage the daily prioritization, coding, and routing of service incidents and requests.
Follow established best practices for task management.
Set and manage client expectations throughout the troubleshooting process.
Develop an understanding of company products and their integration into client environments.
Document diverse client computing environments to determine the fastest path to resolution.

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