Systems Engineer - L2
Full Time
Job Overview
As a Service Desk Engineer your primary role is to deliver exceptional service to our customers. You will be responsible for taking ownership of customers technical issues and resolving them in a timely manner. This role is suited to an experienced Level 2 Service Desk Engineer with 3 years’ experience working directly with clients.
As a Service Desk Engineer your primary role is to deliver exceptional service to our customers. You will be responsible for taking ownership of customers technical issues and resolving them in a timely manner. This role is suited to an experienced Level 2 Service Desk Engineer with 3 years’ experience working directly with clients.
Responsibilities:
- First line and escalated technical support (via telephone and email) of Microsoft and Fortinet environments.
- Helpdesk ticket queue SLA management.
- Create customer walkthrough guides and internal Knowledge Base articles.
- Microsoft 365 user management including Intune, Microsoft Security hardening, SharePoint & Teams administration.
- Troubleshooting & provisioning computers and network devices
- About you:
- You have exceptional communication skills both written and verbal and understand the critical importance of empathy (and EQ).
- You have ability to think clearly under high pressure situations.
- You have excellent problem-solving skills.
- You’re great at re-prioritizing based on escalations.
- You’re a continual learner who enjoys improving your skills and gaining certifications.
- You’re a self-starter, who is driven, resourceful, and enjoys challenges.
- You’re comfortable working remotely full-time
Skills and Qualifications:
- Your Technical skills and experience:
- You have recent experience troubleshooting and administering the following technologies.
- Microsoft 365 user management including SharePoint and Teams.
- Microsoft Activity Directory and Azure Active Directory.
- Microsoft Intune and Endpoint Manager is desirable.
- Qualifications and Experience (desirable):
- Previous experience in an MSP is highly desirable.
- 3+ years in a client-face role.
- 3+ years’ experience as Service Desk or Technical Support Engineer.
- Must have 2 (or more) current Microsoft 365 or Azure certifications.