What are the responsibilities and job description for the Managed Services Engineer-Tier II position at Oakwood Systems Group Inc.?
Description
The Managed Services Engineer plays a key role by serving as front line support to our clients while ensuring timely resolution and excellent customer service.
We're looking for an experienced MSP Tier II Engineer who is comfortable switching between clients and technical environments. The right person is familiar with RMM tools and ticketing systems. A successful candidate has great presence and is comfortable dealing with all levels of an organization.
Essential Functions:
· Provide Technical Support: Offer technical assistance and troubleshooting expertise to resolve client issues both onsite and remotely.
· Incident Management: Manage and prioritize incidents according to severity levels and service level agreements (SLAs).
· Problem Identification and Resolution: Identify root causes of recurring issues and implement permanent fixes to prevent future occurrences.
· System Administration: Perform system administration tasks such as user management, software installation, patch management, and configuration management.
· Security Management: Implement and maintain security measures to protect systems and data from unauthorized access, including firewall configurations, intrusion detection systems, and antivirus software.
· Documentation and Reporting: Maintain accurate documentation of system configurations, procedures, and troubleshooting steps.
· Collaboration and Knowledge Sharing: Collaborate with other teams and share knowledge and best practices to improve overall service delivery and customer satisfaction.
· Customer Communication: Communicate effectively with customers to understand their technical issues, provide status updates, and ensure customer satisfaction throughout the troubleshooting and resolution process.
Skills, Abilities and Experience Required for Success:
· Bachelor’s Degree or equivalent certifications/training/experience in information technology, computer science, engineering, or related field.
· CompTIA, Microsoft, or another IT field related certification helpful.
· At least two (2) years of related Managed Services work experience.
· Diverse technical background with experience in various platforms, architectures, and technologies.
· Thorough understanding of and working background with Microsoft 365.
· Self-motivated, takes initiative, detail-oriented and organized.
· Ability to multi-task and switch gears often to address Tier 1-2 level issues.
· Strong troubleshooting and critical thinking skills.
Bonus Points For:
· Experience with ConnectWise or Kaseya tools.
Benefits:
· Salary: competitive
· Paid Time Off: for vacation, holidays, illness
· Profit Sharing: through Oakwood’s 401(k) plan
· Health and Wellness: medical, dental, and vision benefits
· Life and Disability Insurance: company paid.
· Oakwood wants lifelong learners! To show our commitment, we help you learn new things, prepare for certifications, and pay for the tests; offer bonuses when you achieve the certification!
