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- Notify Client Success Managers when outdated equipment causes repeated issues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
