Team Engineer

The Team Engineer is a dynamic and passionate follower of technology that believes in always finding the best way to provide remote and onsite support for PCs, networking equipment, servers, and desktop software for a variety of diverse small, medium-sized and enterprise organizations. This position is located in Orlando, FL.

Basic Functions:

• IT Support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
• Design, implementation, and support services for Microsoft related technologies: Azure, Microsoft 365, Windows Server, etc
• Engineer and implement system solutions for customers using technologies that meet their needs
• Implement and support disaster recovery solutions
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Azure Virtual Desktop
• System documentation and consulting services to include system reviews and recommendations
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
  
  

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Serve as an escalation point for service or project issues that cannot be completed within agreed service levels
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as they occur
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Work through project tickets and phases in ConnectWise as assigned by a Project Manager
• Enter all work as service or project tickets in ConnectWise
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry
  
  

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, SonicWall CSSA, or Cisco CCNA
• MSP related tool stack i.e.: ConnectWise, Kaseya
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: the ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
  
  

Educational/Vocational/Previous Experience Recommendations:

• 2 years of MSP IT experience
• 5 years of IT or related experience
  
  

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