Engineer, Enterprise Service Desk

Job Summary: Abacus’s Level Three Support - Engineer role is responsible for the design and implementation of customer-facing and internal systems, including public and private cloud environments as well as on-premise infrastructure and telephony systems, all while providing a world-class client experience daily. In addition to leading projects, Level Threes provide escalation support to all service delivery team members.

Responsibilities (including, but not limited to):

• Deliver an excellent customer experience in all interactions

• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues

• Assist clients with the design and implementation, installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking, and software

• Troubleshoot and resolve client emergencies with minimal oversight, persevering until resolved

• Work with vendor representatives to resolve software and hardware issues

• Install and/or upgrade Microsoft Server Operating Systems

• Perform advanced virus, malware, and ransomware mediation

• Provide professional-quality server room cable management

• Create and maintain high-quality, detailed documentation

• Resolve complex backup issues and perform restore testing

• Notify Client Success Managers when outdated equipment causes repeated issues

• Install, configure, and support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments

• Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes

• Communicate with clients as required, keeping them informed of incident progress and notifying them of impending changes or agreed-upon outages

• Remain accountable for continued customer satisfaction, coordinate all activities with the client, assist with client training, and represent Abacus in a professional manner

Qualifications and Education Requirements:

• Associate’s degree in a technology-related field required

• 5–7 years of systems engineering experience required

• 5–7 years of experience working in Microsoft environments required

• MSP-specific experience preferred

• MCSA: Server Infrastructure 70-410 preferred

• MCSA: Server Infrastructure 70-411 preferred

• MCSA: Server Infrastructure 70-412 preferred

• MCSA: O365 MS-100 certification preferred

• MCSA: O365 MS-101 certification preferred

Knowledge, Skills, and Abilities:

• Windows 2016/2012 Servers

• Active Directory

• SharePoint

• Exchange Servers

• Backup technologies

• Internet, DNS, email, and communication issue troubleshooting

• VMWare

• Citrix

• VPN

• Terminal Services

• VoIP

• Voicemail

• Analog systems

• Vendor-specific hardware and software Engineer, Enterprise Service De…

Attributes That Will Drive Success:

• Strong problem-solving and client relationship skills

• Excellent verbal and written communication skills

• Ability to learn and retain new technology skills and troubleshooting processes

• Strong team-player mentality

• Ability to remain calm and present yourself professionally in high-stress situations

• Adaptability and willingness to alter shifts and job requirements to meet the needs of clients and Abacus

• Ability to complete all required training and follow all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories

• Demonstrates a proactive approach toward safety, health, and quality in compliance with all Company, governmental, and customer requirements