Systems Engineer 2 - Service Desk

PRIMARY DUTIES

• Customer Satisfaction through the delivery of world class Support Services.
• Optimizing productivity while assigned to customer tickets or projects.
• Ability to prioritize work through ticket and project status.
• Problem-solving and resolution of systems issues and escalating where appropriate.
• Ticket Quality Control and Ticket Management.
• Customer Service including phone, video, and email communication.
• Occasional on-site to nearby customers (less than 5%).
• Occasional on-call responsibility/rotation.
• Participation in process improvement initiatives.
• Documentation skills for customer environments.

CERTIFICATES AND SKILLS

• Microsoft Certifications preferred.
• Bonus point for Intune, ConnectWise, RRM tool experience.
• Virtualization technology certified a plus. (Azure, VM Ware and AWS)
• Experience with MSP tools like ITGlue are a bonus.

REQUIRED EXPERIENCE

• 2-3 years' experience of Electronic Medical Record support (EMR).
• 3-5 years’ experience as a Systems Engineer.
• Ability to troubleshoot, Analyze, and configure VMware, O365, backups, desktops, Window, client/server in a variety of Operating Systems.
• Proven track record and experience with Microsoft, Mac, and Virtual services.
• Worked on planning and execution of new and existing equipment hardware and firmware upgrades, including patching.
• Working technical knowledge of current network hardware, protocols, and internet standards.
• Strong background with ticketing systems and tracking work.
• 2+ years in a customer facing role, MSP preferred.
• 2+ years working with SaaS products.

COMPETENCIES

• Outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues.
• Strong broad-based knowledge of VM, hardware, Operating systems, patching, backup, security protocols, basic understanding of Network protocols, and Remote Management tools.
• Ability to communicate effectively and professionally with all customer contacts.
• Ability to provide clear written communication for ticket/project updates.
• Excellent verbal skills for customer interaction.
• Excellent documentation skills.
• Dedicated to always providing exceptional customer service.
• Proficiency in all aspects of the core technical requirements.
• Strong team collaboration skills.

PAY

Commensurate with experience.

SCHEDULE

Not specified.

Benefits

The Company Anatomy IT offers healthcare (medical, dental & vision), 401K fund contribution, paid-time-off, short & long-term disability, and a family atmosphere of caring and concern for each team member.

Equal Opportunity Employer

We are proud to be an equal opportunity employer – and celebrate our employees' differences regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status.