Level 2 Managed Systems Engineer

Responsibilities

• Maintain, update, monitor customer systems
• Maintain, update, monitor customer client workstations and application software
• Oversees specific IT tools as the subject matter experts (RMM, Endpoint Protection, Email Security, etc..)
• Responsible for the advanced and escalated support of established security solutions that include:

1. Maintain centralized security management software solution
2. Tasks include determine systems and cleanup procedures, review threat alerts, investigate, and support
3. Review threat cases and perform required action

• Use company ticketing system to assist the support for customers
• Perform support for backup systems
• Use of the remote monitoring and management (RMM) company tools for numerous tasks including:

1. OS and third-party application patching
2. Monitor and management of devices
3. Reporting

• Install, upgrade, support and troubleshoot Windows 7/10 and any authorized desktop applications
• Perform preventative maintenance tasks on a variety of devices
• Support network devices (switch, router, firewall, Wi-Fi controllers, etc...)
• Develop trends by monitoring and analyzing tickets, problems and support requests

Preferred Qualifications:

Knowledge and troubleshooting proficiency of:

• Requires ability to travel locally and be onsite, when required
• Advanced OS knowledge within Windows OS support
• 6+ years of experience maintaining, operating, and managing IT environment
• Server operating systems and system administration (Windows and Linux)
• Active Directory, DNS, Group Policy, and other Windows based services knowledge
• Cloud computing technologies (O365, Azure)
• Above average knowledge of network devices such as routers, switches, and wireless systems (Cisco, Fortinet, Aruba, Sophos, Watchguard, SonicWall)
• Use of MS Office product suite, in particular Excel, PowerPoint and Word
• Experience in monitoring/management tools such as SCCM, Remedy, Automate, BCM, TrueSight, Entuity, Sophos, McAfee and/or more are preferred
• Prior experience with an ITSM service management ticketing system
• Experience within an asset management system
• Ability to work proactively and effectively with customers and deliver high quality support in a timely manner
• Strong organizational skills
• High degree of professionalism with the ability to provide exceptional customer service to clients
• Ability to work well independently and in a team setting
• Ability to train and lead staff on certain technical solutions
• Excellent Customer Service skills. Excellent written and verbal communication skills.

Benefits:

• Competitive salary
• Work From Home Setup
• Company-provided device

Thank you!