Remote Level II Systems Engineer / IT Help Desk Support

Job Overview

We are an esteemed IT services company dedicated to delivering exceptional support and innovative solutions to our clients. We are seeking a motivated and skilled IT Help Desk Support / MSP Systems Engineer - Level II to join our remote team. This position offers an excellent opportunity to leverage your problem-solving abilities while contributing to a collaborative work environment.

Key Responsibilities

• Provide technical support and troubleshooting for hardware and software issues across a diverse clientele, ensuring their needs are met with expertise and professionalism.
• Engage in daily phone support, serving clients in various sectors such as government, healthcare, and construction from Monday to Friday, 8 AM to 5 PM, with flexibility required for emergency incidents.
• Participate in an 8-week on-call rotation for after-hours support, maintaining a high level of client service.
• Document client systems and configurations, developing clear and comprehensive documentation including flowcharts and manuals.
• Assist in the setup of new hardware and software, managing assets effectively with Kaseya RMM.
• Provide exemplary customer service, both remotely and on-site, demonstrating initiative and independent judgment to meet client needs.
• Collaborate effectively with IT Project Engineers and Account Managers, serving as an escalation point for Level I and II IT Engineers.
• Handle complex support inquiries, conducting thorough research and root cause analysis on systems including virtualization, networking, and security.
  
  

Required Skills

• Proficient in end-user desktop support, including Windows (7, 10), Windows Server (2008-2019), MacOS, and Linux environments.
• Experience with SMTP, POP, Office 365, Exchange troubleshooting, and device configuration.
• Strong knowledge of TCP/IP, DNS, DHCP, VPN, VLANs, and relevant network protocols.
• Skilled in Active Directory and Group Policy Management for user creation and management.
• Competent in troubleshooting various peripherals including printers and WiFi devices.
• Familiarity with configuring and troubleshooting networking equipment such as routers, switches, and firewalls.
• A background in cable installation and termination is advantageous.
  
  

Qualifications

• A minimum of 3-5 years of relevant experience in IT support or systems engineering, preferably in a Managed Services Provider (MSP) context.
• Strong communication and organizational skills with the ability to foster relationships across teams.
• A proven track record of delivering high levels of customer satisfaction consistently.
• Willingness to work flexible hours, including weekends as necessary.
  
  

Career Growth Opportunities

• Our company is committed to the professional growth of its employees, providing training and development opportunities to enhance skills and advance careers.
  
  

Company Culture And Values

• We pride ourselves on our collaborative, supportive culture that values teamwork and innovation. We believe in creating an inclusive environment where all voices are heard and contributions are appreciated.
  
  

By joining our team, you will become part of a reputable organization that values growth, excellence, and the pursuit of delivering unparalleled service to our clients.

Employment Type: Contractor