Engineer, Enterprise Service Desk

Job Summary:

Abacus’s Engineer, Enterprise Service Desk 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
• Responsible for creating and maintaining high quality, detailed documentation
• Resolve complex backup issues and perform restore testing
• Notifies Client Success Managers when outdated equipment causes repeated issues
• Install, configure, 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, notifying them of impending changes or agreed upon outages
• Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing MIT in a professional manner
• Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in MIT policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
• Lead teams on large, complex projects (i.e. system migrations, virtual server configurations with high availability, server and firewall installations, VPN tunnel configurations, SAN setups, etc.)
• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Serve as an escalation point to mentor all team members
• Prepare and deliver staff training material to advance the skills of the technical team
• Follow Abacus's defined processes, policies, service delivery standards
• All other duties assigned

Qualifications and Education Requirements:

• Associates degree in technology related field OR equivalent combination of education and work experience
• A minimum of 5+ years of as a Systems Engineer or similar role, working in Microsoft Environments
• Required certifications: MCSA: Server Infrastructure (70-410, 70-411, 70-412) or equivalent, MCSA: O365 (MS-100, MS-101), business and leadership experience
• Strong understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, SharePoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
• Strong working knowledge of VMWare, Citrix, VPN and Terminal Services
• Strong working knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• Excellent problem solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player ,maintain calm and present yourself professionally in high stress situations
• MSP specific experience strongly desired
• Ability to commute to office on a hybrid basis