This company is looking to recruit an IT Systems Engineer.
Responsibilities:
- IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
- Find solutions for customers with a wide range of server issues including answering how-to questions, troubleshooting defects, analyzing performance issues and collaborating to resolve issues
- Experience in Cloud Based Products like AWS, Azure and O365 will be an added advantage and IP Telephony / Unified Communication
- Strong networking background, knowledge of IP protocols, routing, and switching, WAN and LAN connectivity, firewalls, and security
- Support services for Microsoft related technologies: Windows Server, Active Directory, Exchange EMC, MS SQL, MS SharePoint
- Knowledge of Backup software technology such as Ahsay, Acronis, Veeam
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Remote access solution implementation and support: VPN, Terminal Services, and Citrix
- Become trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries, fix maintenance and using storage and virtualized storage solutions
- Contribute to the knowledge content used by customers and staff by creating and helping to manage documentation
Additional Responsivilities:
- Improve customer service, perception, and satisfaction
- Ability to work in a team and communicate effectively
- Escalate service 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 it occurs
- Work through a daily schedule in ConnectWise that has been established through the dispatch process
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Skills:
- Preferred Certifications: MCP, MCSA, MCSE, Citrix CCEA, CCIA, SonicWall CSSA, CCNA, VCP
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Service awareness of all organisation’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Self-motivated with the ability to work in a fast-moving environment
- Valid driver’s license and owns a car