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Notify Client Success Managers when outdated equipment causes repeated issues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