IT Helpdesk Enginer (MSP Experience)

Please filter your resumes only to functions in which you have direct experience. Do not include technologies you are aware of but have never worked on. Final candidate must be able to arrange and provide references for previous work assignments.

The System Engineer is a strategic technical position within the organization. This position is responsible for maintaining the design and integrity of customer’s software systems, coordinating complex projects, and implementing software solutions.

Reporting to the Support Manager & Project Managers, you will be working with a highly experienced team of engineers working on both long-term projects and day to day tasks within our environment. As one of the technical leads for the team, you will be expected to manage your own projects, communicate effectively and also be a technical resource for others in the team. You will be an empowered Engineer that will help drive the direction of technical solutions and ultimately the product.

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: Windows Server, Exchange, SQL, SharePoint, 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, Terminal Services, and Citrix.
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.
Escalate 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.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manage Windows & Linux servers running AD, DNS, DHCP, DFS, IIS, other roles with minimum supervision.
Deploy software and windows updates.
Support Dell PowerEdge and HP servers.
Configure and monitor Azure/Datto/Acronis backups.
Work with the IT team to maintain 99% systems uptime.
Follow IT policies and procedures.
Ensure compliance with NIST and PCI on some of our clients.
Create/Update and test Disaster Recovery Plan.
Performs other duties and projects as assigned.
Migrate on-prem servers to Cloud.
Will serve as L3 escalation
Will also help in the helpdesk queue
PREFERRED

Experience in working with an IT MSP (Managed Services Provider)
MCSE/MCSA/CCNA Certifications
Experience with HA/DR design & principles
Experience in Veeam/Datto/Acronis backups
Well versed with virtualization platforms – VMware & Hyper-V
Well versed in Networking (switching/routing)
Build, install, troubleshoot, and maintain server, networking, and storage systems in a multi-platform environment.
Expert working knowledge in Office 365 setup, provisioning, migration
Expert working knowledge in Windows Servers
Coordinate maintenance, replacement and repair of server, networking, storage, and supporting systems globally.
Knowledge in provisioning/configuring VLANS & IP Subnets in an existing environment
Responsible for configuring firewall security policy within the existing environment
Responsible for local inventory, maintenance, and license management.
Responsible for creation and maintenance of published documentation such as operations manuals, rack diagrams and photos, floorplans, and contact information.
You will be responsible for the automated deployment of all updates and upgrades for the monitoring solution.
Perform monthly Windows Patching
Identify and develop new deployment tools where there are currently gaps in automation.
Knowledge of Cloud PBX
Experience in working on Ticketing systems
Manage and participate in 24×7 support and on-call rotation.
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, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
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: 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:

BA/BS, preferably in computer science or a related field.
MBA/MS preferred but not required.
5 years of IT or related experience.
Benefits:

· Competitive salary based on experience and qualifications.

· Performance based incentives.

· Generous bonus levels.

· Full on the job training & support.

· Fun working environment and culture.

· Great opportunity for advancement.

Work Remotely

Yes
Job Type: Full-time

Salary: Php60,000.00 – Php80,000.00 per month

Benefits:

Company events
Work from home
Schedule:

8 hour shift
Monday to Friday
Night shift
On call
Supplemental pay types:

13th month salary
Yearly bonus
Experience:

Network administration: 2 years (Preferred)
Microsoft Windows Server: 2 years (Preferred)
Virtualization: 2 years (Preferred)
Backup: 2 years (Preferred)