$90,000 – $110,000
This full-time position is a technical support role working with an integrated team of Support Services Engineers, network and server engineers, and IT Managers. The primary objective is to provide Tier 3 reactive level support for all managed services clients, as well as special projects (remote) as assigned by the Support Services Manager.
This role is responsible for ensuring client satisfaction in every step of problem resolution through answering Escalated Client Support Issues. All staff members are required to track detailed information about each client’s service request in an online ticketing application. The Senior Systems Engineer must record diagnostic steps as they troubleshoot the reported problem. Staff members must also follow-up with all clients to ensure that their service needs have been met.
The Senior Systems Engineer will have and maintain Tier 3 knowledge and experience in hardware/software concepts, tools, and support best practices. This knowledge and experience will be used to support various software products, including but not limited to Microsoft Windows, Apple OS X, Microsoft Office, Networking, Security, Anti-Virus and Anti-Spyware products and various client-specific line of business software.
The Senior Systems Engineer will be responsible for participating in an integrated team of service delivery professionals. This team may consist of other Support Services Engineers, System and Network engineers and Administrators, and IT Managers. Working within this team approach is critical to the success of this position and communication between and across teams is critical to providing the client with a superior service. The following duties and responsibilities are essential for this position:
Qualifications and Requirements
Education and Soft Skills