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 interactionsResolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issuesAssist clients with the design and implementation, installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking, and softwareTroubleshoot and resolve client emergencies with minimal oversight, persevering until resolvedWork with vendor representatives to resolve software and hardware issuesInstall and/or upgrade Microsoft Server Operating SystemsPerform advanced virus, malware, and ransomware mediationProvide professional-quality server room cable managementCreate and maintain high-quality, detailed documentationResolve complex backup issues and perform restore testingNotify Client Success Managers when outdated equipment causes repeated issuesInstall, configure, and support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environmentsWork with clients to harden security posture through policy and advanced technologies according to Abacus standards and processesCommunicate with clients as required, keeping them informed of incident progress and notifying them of impending changes or agreed-upon outagesRemain 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 required5–7 years of systems engineering experience required5–7 years of experience working in Microsoft environments requiredMSP-specific experience preferredMCSA: Server Infrastructure 70-410 preferredMCSA: Server Infrastructure 70-411 preferredMCSA: Server Infrastructure 70-412 preferredMCSA: O365 MS-100 certification preferredMCSA: O365 MS-101 certification preferred Knowledge, Skills, And Abilities Windows 2016/2012 ServersActive DirectorySharePointExchange ServersBackup technologiesInternet, DNS, email, and communication issue troubleshootingVMWareCitrixVPNTerminal ServicesVoIPVoicemailAnalog systemsVendor-specific hardware and software Engineer, Enterprise Service De… Attributes That Will Drive Success Strong problem-solving and client relationship skillsExcellent verbal and written communication skillsAbility to learn and retain new technology skills and troubleshooting processesStrong team-player mentalityAbility to remain calm and present yourself professionally in high-stress situationsAdaptability and willingness to alter shifts and job requirements to meet the needs of clients and AbacusAbility to complete all required training and follow all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisoriesDemonstrates a proactive approach toward safety, health, and quality in compliance with all Company, governmental, and customer requirements