Remote Level II Systems Engineer / IT Help Desk Support - MSP

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Job Overview

The Remote Level II Systems Engineer / IT Help Desk Support at Get It Recruit - Information Technology will be responsible for providing comprehensive technical support and system administration in a managed service provider environment. This role requires a proactive approach to troubleshooting, effective customer communication, and the ability to manage multiple tasks in a remote setting. The successful candidate will utilize their technical skills to resolve user issues, maintain system integrity, and support the overall IT infrastructure while ensuring customer satisfaction and adherence to best practices.

Job Responsibilities

• Provide Level II technical support to clients via phone, email, and remote access tools.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Assist with the configuration, installation, and maintenance of computer systems and peripherals.
• Monitor system performance and security, implementing necessary updates and patches.
• Document all support requests and resolutions in the ticketing system.
• Collaborate with team members to improve systems and support processes.
• Participate in IT projects, including system upgrades and migrations.
• Educate clients on best practices and provide training on software and hardware usage.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• A minimum of 3 years of experience in IT support or a related role within a managed services environment.
• Proficiency in Windows, Mac OS, and Linux operating systems.
• Strong knowledge of networking concepts, including TCP/IP, VPNs, and firewalls.
• Experience with Active Directory, Exchange, and Microsoft 365 administration.
• Excellent problem-solving skills and the ability to work effectively under pressure.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) are a plus.

Technologies & Tools

This position will involve working with various technologies and tools including but not limited to: Windows Server, Active Directory, VMware, Microsoft 365, Antivirus software, Remote Desktop Protocol (RDP), and various ticketing systems such as Jira or ConnectWise. Familiarity with business communication and collaboration tools such as Slack or Microsoft Teams is also essential for effective teamwork and client communication.

Ideal Candidates

The ideal candidate for the Remote Level II Systems Engineer / IT Help Desk Support position will possess a strong work ethic, impeccable attention to detail, and a commitment to exceptional customer service. They should be self-motivated and capable of managing their time efficiently in a remote environment. A keen interest in staying up-to-date with technological changes and advancements is essential, alongside the ability to work collaboratively within a team while also functioning independently. Having a positive attitude and being adaptable to changing circumstances will contribute to their success in this role.