Systems Engineer

Key Responsibilities:

• Responds to user queries, determines the user requirements, gathers required support request information, analyze the issue or request, sort through possible solutions and document time and all work performed.
• Ensure support requests and problem tickets are completed and addressed within the defined SLA's.
• Assist in the repair or replacement request of equipment as required.
• Performs routine technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and network failures and conflicts, coordinating with other internal IT specialists as required.
• Assists with research and development initiatives and in the implementation of new technologies and IT projects as required by the Company.
• Assists in maintaining up to date documentation.
• Train users in the proper use of hardware and software as necessary.
• Assists with tracking inventory levels of equipment and materials, data entry and maintenance of records such as, but not limited to, project documents, user instructions, general reports and/or system errors.
• Assist in the procurement of technologies and may input procurement information into a record keeping system.
• Assists with the review, evaluation and recommendation of solutions relating to hardware and software issues and problems.
• Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.
• Assist System Administrators and Engineers with projects and implementations.
• Attends meetings as required and/or assigned.
• Performs miscellaneous job-related duties as assigned.

Qualifications:

• Bachelors' degree in computer science or a related field.
• Minimum 3-year experience as an IT helpdesk technician, support specialist or end user support
• Open to career shifters or minimum of 2 years in college with at least 4 years minimum work experience as an IT helpdesk technician, support specialist or end user support.
• Experience working with wide range of computer systems, software, applications, hardware, networking, firewalls, switches, and access points.
• Ability to work flexible hours (including after hours and weekends) and in an on call rotation to provide back up and emergency support to offices located in the United States and Philippines.
• Ability to perform routine troubleshooting and preventive maintenance of desktop systems software, applications, hardware, networking, and communications.
• Exceptional customer service skills.
• Strong documentation, critical thinking, and problem-solving skills.
• Strong attention to detail.
• Ability to conduct research into a wide range of computing issues.
• Self-motivated, fast learner and ability to meet deadlines and goals.
• Ability to prioritize and perform tasks under pressure.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• With in depth knowledge in Azure environment, Admin centers (Sharepoint, Exchange, Teams, Entra, Intune)
• Familiar with Apple business management, Mosyle or addigy - MDM solutions
• Familiar with GitHub, Azure DevOps and third-party administrations
• Familiar with license administration inside Microsoft services / Partner center
• Ability to communicate and interact effectively and efficiently with all levels of employees
• Ability to work collaboratively in a team environment, as well as independently
• Certified in AZ900

Preferred Skills/Experience:

• IT certifications such as MS 900
• Knowledge in ITIL frameworks