Managed Services System Engineer

ZipRecruiter - Deerfield Beach, FL

Full-time

Deerfield Beach, FL

About the position

The Managed Services System Engineer is responsible for providing exceptional customer service and technical support to clients and internal operations. This remote position, based in the Tampa, FL market, focuses on exceeding service level agreements (SLAs), managing service requests through a ticketing system, and ensuring proactive communication regarding operational issues. The role requires a blend of technical expertise and interpersonal skills to maintain client relationships and support various technologies.

Responsibilities

• Provide phone and email support to a wide range of clients and internal resources.
• Establish positive long-lasting relationships with clients and internal staff.
• Learn and work with new technologies on a constant basis.
• Complete tasks both individually and as part of a group.
• Enter all work as service tickets, time, and expenses in ConnectWise.
• Inform management and key client personnel of operational and procedural deficiencies.
• Provide incident management support and perform investigative analysis.
• Resolve and support technical issues via telephone and email.
• Perform queue management to achieve SLAs in a timely manner.
• Provide Quality Assurance standards for work performed and train staff/client members as applicable.
• Interface with customer's executives and technical representatives to ensure streamlined workflow.
• Review and attend to daily customer checklist.
• Maintain and verify that all backup systems are running optimally.
• Maintain and update anti-virus for clients.
• Perform Microsoft Windows patching and third-party vendor patching as required.
• Maintain and optimize all critical and standards alerts generated by ConnectWise.
• Perform designated functions within onboarding new clients.

Requirements

• ITIL Foundations certification.
• CompTIA A+ certification.
• Experience with Windows 10, Windows Servers, Active Directory, VMware, Citrix, Microsoft Exchange/Office 365.
• Outstanding communication and interpersonal skills.
• Ability to work collaboratively and independently.
• Former Managed Services experience.
• Knowledge of Managed Services ticketing systems, PSA tools, and RMM tools (ConnectWise).
• Knowledge of backup applications (Veeam, Barracuda, Commvault, etc.).
• Experience with email and spam filtering services (Mimecast, Barracuda, Proofpoint, etc.).
• Familiarity with DNS, DHCP, and TCP/IP.

Nice-to-haves

• Knowledge of Apple OS and Devices.
• Knowledge of Microsoft Azure / Intune.