Systems Engineer

CSPI - Deerfield Beach, FL

Full-time - Entry Level

Deerfield Beach, FL

Merchant Wholesalers, Durable Goods

About the position

The Systems Engineer works under the direction of the Managed Services Director and will support our clients and internal operations. This position is responsible for exceeding established SLAs, providing world class customer service and technical support, and managing service requests through our ticketing system. Accountability and proactive communications as it relates to all position responsibilities required. This position will be located in Deerfield Beach, FL.

Responsibilities

• Provide phone and email support to a wide range of clients and internal resources
• Establish positive long lasting relationships with our clients and internal staff
• Learn and work with new technologies on a constant basis
• Able to complete tasks in a group as well as individually
• Responsible for entering all work as service tickets, time and expenses in CSPi's Professional Service Automation (PSA) tool, Connectwise
• Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from Problem Management issues
• Provide incident management support and performs investigative analysis while providing accurate, thorough answers in a timely manner to customer inquiries
• Responsible for resolving and supporting technical issues via telephone and e-mail
• Perform queue management to achieve CSPi's SLAs in a timely manner and provide Quality Assurance standards for work performed and where applicable, train staff/client members
• Interface with customer's executives, technical representatives, partners, and all levels of internal employees, other Technology Services department/personnel to ensure that operational procedures, accurate escalation processes, timely document registration within CSPi's Professional Service Automation (PSA) tool and status updates are performed and streamlined workflow is maintained to ensure customer satisfaction
• Responsible for reviewing and attending to daily customer checklist
• Responsible for maintaining and verifying that all backup systems are running optimally for all internal and external CSPi clients
• Responsible for maintaining and updating anti-virus for internal and external CSPi clients
• Responsible for Microsoft Windows patching and third party vendor patching as required
• Responsible for maintaining and optimizing all critical and standards alerts generated by CSPi's N-Able application
• Responsible for designated functions within onboarding new client

Requirements

• Minimum of 2+ years required experience with Windows servers, Active Directory, VMware, Citrix, Microsoft Exchange/Office 365
• Must be a 'team player' with outstanding communication and interpersonal skills
• Comfortable in an environment of rapid change
• Ability to work collaboratively and independently
• Former Managed Services experience preferred
• Knowledge of Managed Services ticketing systems, PSA tools, RMM tools (Connectwise and N-able)
• Knowledge of backup applications (Veeam, Barracuda, E-Vault, etc.)
• Experience with email and spam filtering services (Mimecast, Barracuda, McAfee SaaS, etc.)
• Familiarity with DNS, DHCP, and TCP/IP
• Knowledge of Apple OS and Devices a plus
• Must pass comprehensive background check
• Must have a valid driver's license
• Must be flexible to work all shifts including some holidays and weekends
• Associate's Degree in Computer Sciences/Information Systems/related major or equivalent technical experience and expertise
• Must be able to work 2nd Shift (4pm-1am)

Nice-to-haves

• MCSA preferred
• ITIL Foundations preferred
• CompTIA A+ preferred