Job Description
Job Description
Benefits :
- Competitive salary
- Health insurance
- Paid time off
- 401(k)
- Opportunity for advancement
- Training & development
Company Overview
If you have a background and skillset for IT and a determined mindset to overcome any obstacle, youll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. Thats a good thing since technology is always advancing, creating an environment thats fast-paced and dynamic. When you work for a local office, youre part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
Position Summary
Systems Engineers support incoming service requests both remotely and onsite. They troubleshoot technical issues, handle Level 1 escalations, assist with projects, and escalate problems as needed. This role involves answering service desk calls and working both independently and within a team.
Responsibilities
Identify, troubleshoot and document user issues to resolution, while maintaining superior customer satisfactionWork with end users to resolve reactive support requests. These issues will be related to Windows servers and desktops, Microsoft cloud services (Microsoft 365 and Azure), Remote Desktop Services, firewalls, managed switches, LAN / WAN connectivity issues.Work to resolve proactive alerts and monitors generated by the NOC. These issues will be related to backups, viruses, impending hardware failures, licensing issues and more.Manage Line of Business software updates and upgrades when appropriate and coordinate with vendor support where necessary to support software on servers and end-user devices.Manage software as a service licensing and accounts for customers when appropriate.Manage your daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets.Advanced utilization of RMM Software, AutoTask PSA, IT Glue and other service-specific tools and technologies to deliver onsite and remote user support services.Communicate with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages.Required Technical Skills
Advanced proficiency in and ability to troubleshoot :
Windows 10 and 11 Operating SystemsWorkstation and Server HardwarePrinter and Multi-function devices and technologiesStandard Windows ApplicationsMicrosoft Office SuiteEmail and Mobile Device connectivityMicrosoft 365Intermediate proficiency in and the ability to troubleshoot :
Mac OS troubleshootingIPv4 and IPv6 technologiesLAN / WAN connectivity issuesMicrosoft AzureHyper-V, vSphere, Citrix, SQL, and Terminal ServicesActive DirectoryWindows Server2008 2022VPN connectivity troubleshooting and configuration (Cisco, SonicWall, OpenVPN, IPSec)Education
High School Diploma or GED (Two years college or equivalent work experience preferred).Experience
Five or more years of related experience or relevant coursework.Three years working in a Technical Support / Service Desk or MSP environment preferred.Certifications and Licenses
Professional IT Certifications, such as : Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP.CompTIA Network required.CompTIA Security preferred.Valid Florida Driver License and must have a clean driving record.
