Systems Support Engineer

SUMMARY:
Role Description:
The Systems Support Engineer is a key part of the company’s service framework providing end to end management of tickets and service requests reported by the customer. 

• Manage Tickets and Requests
• Receive and record all calls from the companies customers
• Provide initial assessment of all Tickets, attempt first time resolution, and /or escalation
• Assist with customer onboarding projects and migrations
• Monitor and escalate Tickets according to the customer’s SLA
• Keep users informed on status and progress of their Tickets
• Aid customer retention and satisfaction
• Help to improve efficiency, processes, documentation, and automation.

• Strong knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and OneDrive.
• Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services. MacOS experience a plus.
• Good working knowledge of networks, routing & switching
• PowerShell scripting and use for administration

• Customer focused, with an analytical approach with good questioning & listening skills
• Excellent verbal and written communication skills suitable for an international audience
• A confident team player with a positive can-do attitude
• Fanatical attention to detail
• An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
• Dependable, hardworking and self-motivated.
• Ability to cope with change
• Ownership and accountability

• Current Microsoft Certifications in either MS or AZ tracks.

• 5+ years experience in a customer facing IT support role. Previous MSP experience extremely valuable.

POSITION INFO:
Role Description: The Systems Support Engineer is a key part of the company's service framework providing end to end management of tickets and service requests reported by the customer. Manage Tickets and Requests Receive and record all calls from the companies customers Provide initial assessment of all Tickets, attempt first time resolution, and \/or escalation Assist with customer onboarding projects and migrations Monitor and escalate Tickets according to the customer's SLA Keep users informed on status and progress of their Tickets Aid customer retention and satisfaction Help to improve efficiency, processes, documentation, and automation. Technical Skills : Strong knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and OneDrive. Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services. MacOS experience a plus. Good working knowledge of networks, routing & switching PowerShell scripting and use for administration Soft Skills Customer focused, with an analytical approach with good questioning & listening skills Excellent verbal and written communication skills suitable for an international audience A confident team player with a positive can-do attitude Fanatical attention to detail An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role) Dependable, hardworking and self-motivated. Ability to cope with change Ownership and accountability Technical Qualifications Current Microsoft Certifications in either MS or AZ tracks. Experience 5+ years experience in a customer facing IT support role. Previous MSP experience extremely valuable.

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