Job Information
Tekscape Systems Engineer in New York, New York
Job Title: Systems Engineer
Office Location: New York Office ("HQ")
Travel Required: As needed in the tri-state area
Employment Term: Full Time Employee ("FTE")
Reports To: Service Delivery Manager
Salary Range: $90-120k (Annual)
About Tekscape:
Tekscape is a recognized managed IT services company since 2007, headquartered in New York City. Currently, we operate via two physical locations in the United States. Based on our engineers' deep technical knowledge and leveraging our strategic relationships with the world's leading cloud providers, Tekscape excels at supporting companies globally with information technology solutions. Tekscape services include managed IT, managed security services, cloud computing, compliance, and collaboration.
The Team:
Tekscape's Service Desk team provides customer support and expertise in the reactive and proactive management and maintenance of client desktop and server solutions. We excel at supporting and client infrastructure, from simple topologies to the latest hyper-converged technologies with an emphasis on best practices. In addition, our customer service approach to understanding client goals ensures successful support execution and client satisfaction.
The Service Desk team is looking for a qualified Level 2 Systems Engineer with proven systems support skillsets and excellent customer service delivery. In addition, S/He should understand how to support day to date operations of Microsoft products/services and remote access / virtual desktop solutions. Tekscape engages all employees proactively in all aspects of the business to provide them with experience and exposure to a wide range of IT environments and technologies, allowing for a diverse, creative, and thoughtful development of their skills and knowledge.
About the Position:
The Systems Support Engineer will be the front line for supporting Level 1 -2 client incidents and service requests and maintaining client infrastructure. S/He will provide both physical and virtual desktop and server support. The Systems Support Engineer will work in a team environment to deliver exceptional levels of technical expertise and customer service to Tekscape's clients in the Greater New York/New Jersey region.
Job Duties & Responsibilities:
Responsible for routinely recording ticket time accurately and updating ticket progress regularly in accordance with service desk engineer policies
End-User/Server Hardware and Peripheral Support
Keep End-User/Server Equipment and Application Documentation Up-to-date and Accessible
End-User/Server OS and Application Support
End-User/Server Active Directory Account Support
End-User/Server Email Access Support
End-User/Server File Access Support
End-User/Server Remote Access Support
End-User/Server Mobile Device Support
End-User/Server Peripheral Hardware Support
Office 365 product and licensing support
Create and Maintain End-User Workstations/Server Templates
Create and Maintain Workstation/Laptop/Server Templates
Create & Maintain client Joiner & Leaver checklists and processes
Participate in after-hours on-call rotation
Job Knowledge/Skills:
Excellent written and verbal communication skills applicable to a customer facing role
Strong technical and client-facing documentation/presentation skills
Excellent planning and organizational skills, as well as sound, independent judgment
Strong troubleshooting skills to assist with resolution and escalation of client incidents and service requests
Experience managing and supporting various desktop operating systems and moves, adds, and changes within a Microsoft Active Directory-centric networks (Win 7 & 10+)
Hands-on experience with enterprise systems architecture and components such as AD, DHCP, DNS, SMB/CIFS, TCP/IP, Firewalls, software deployment, etc.
Experience with Microsoft Windows server operating systems and technologies (Win Server 2008 – 2019+)
Experience with on-premises and cloud-based Microsoft Email Solutions (Exchange 2013-2016 & Office 365)
Experience troubleshooting problems within a remote desktop or virtual desktop platform (VMware Horizon & Citrix)
Understanding and support of public cloud platforms (AWS and Azure)
Understanding and support client virtualization platforms and environments (VMware ESX & Microsoft Hyper-V)
Coordination/Escalation to third party vendors for support escalations
Experience with group policy configuration and deployment
Experience troubleshooting basic connectivity issues with desktops, servers, and networks
Solid understanding of ConnectWise or equivalent ITIL based Professional Services Automation platforms ("PSA")
Additional Skills Desired:
Experience installing SAN Storage and configuring it with VMWare / Hyper V
Experience with Converged and Hyper-Converged Technologies
Experience maintaining and troubleshooting a Hyper-V environment with a Failover Cluster or managed by SCCM
Previous experience working within ConnectWise (Automate) ecosystem
Scripting and automation experience
Microsoft, VMWare, and Cisco certifications
Education and Experience:
Minimum of 3 years plus experience with maintaining, troubleshooting, and supporting of various technology environments
Bachelor's degree or higher
Key Performance Indicators (KPIs):
Client satisfaction rate of 90%
- Annual KPI of 1700 engineering hours (142 Monthly)
Service Ticket & Time Compliance Policy adherence of 95%
Tekscape employees enjoy the following benefits:
Excellent Benefits (including medical, dental, vision, life insurance, and more)
Maternity/Paternity Leave
401(k) plan with matching company contribution
Holiday/Vacation plans
Development & training
Commuter benefits
Outstanding Employee Referral Programs
Frequent company events and outings
We are an Equal Opportunity Employer that truly believes in the benefits of diversity! Tekscape engages all employees proactively in all aspects of the business to provide them with experience and exposure to a wide range of IT environments and technologies, allowing for a diverse, creative, and thoughtful development of their skills and knowledge.
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