System Support Engineer

Responsibilities

Operations :

Communicate clearly with customers both in writing and over the phone

Perform mid-level and advanced troubleshooting of issues across the services provided by the Managed Services team

Engage directly with customers to review quality of service and provide monthly service overviews

Provide support to incident managers for critical “P1” issues, ensuring that the customer is updated regularly, and that the Operations team drives the issue to resolution and performs root cause analysis

Perform advanced configuration of monitoring tools and automation / improvement of common operational tasks

Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required

Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs

Research technical issues, using internal and publicly available documentation

Work with OEM and 3rd party support providers to resolve issues

Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations

Provide quality customer service, including interacting with customers and answering customer inquiries

Ability to work independently and proactively identify and resolve issues without direct instruction

Mentor and provide technical guidance to the Managed Services team

Provide “on-call” support for off-hours incidents, requests, and escalations

Perform other tasks as assigned by management

Education and Training

High school diploma required; college degree strongly preferred

Relevant mid-level or certifications strongly preferred :

Cisco CCNA / CCNP / CCIE

Certified Ethical Hacker or CISSP

AWS Certified Practitioner / Solution Architect

Microsoft MCSA / MCSE

Red Hat RHCSA / RHCE

ITIL v3 / 4 Foundation / Six Sigma Black Belt / PMP

Experience

5+ years in a technical field

Experience providing customer support

Experience in 24x7x365 Managed Services or SaaS organization

Experience using ITSM and Monitoring tool sets

Advanced knowledge of desktop operating systems

Experience using Server virtualization platforms VMware, Hyper-V, and Proxmox

Advanced BCDR solution experience

Microsoft licensing knowledge and experience

Experience managing Cloud infrastructure (AWS / Azure)

Skills

Highly analytical thinker and troubleshooter

Detail oriented with excellent documentation and communication skills

Self-motivated, passionate about technology, with the desire to learn new things

Ability to administer Windows and Linux systems and related tools such as Active Directory, SCOM, Satellite and Puppet

Ability to administer common network infrastructure, such as switches, routers, load balancers and firewalls

Ability to administer unified communications platforms strongly preferred

Strong knowledge of IT security principles

Ability to mentor and train analysts and engineers

Ability to lead projects and teams

Job Type : Full-time

Benefits : Paid sick time

Paid time off

Provident Fund

Schedule : Monday to Friday

Weekend availability

Work Location : Remote