Systems Support Engineer

About the role

TTx, Inc, Northeast Ohio's premier IT company, is seeking a driven full-time Systems Support Engineer. This is an opportunity to work for an established multi-generational company while enjoying the cultural aspects of a small, nimble business. Be a part of an innovative, developing team, and gain experience and knowledge in an industry with an ever-changing landscape of new technology.

The role involves providing Tier 1 technical assistance and support on client systems three days a week at a premier client's office location and two days a week from the TTx Support Center in Strongsville, OH.

Responsibilities

• Provide the highest level of support for TTx clients, including computer hardware and software (e.g., Microsoft Office suite, O365, DATTO, Active Directory).
• Triage hardware and software issues, documenting tickets in ConnectWise, prioritizing support calls, resolving issues, or escalating to other team members with urgency.
• Provide IT support for Microsoft's core business applications and operating systems, including Active Directory design and maintenance.
• Monitor and manage the DATTO portal to ensure portal health and proactive reporting, including system backups and recovery for TTx MSP clients.
• Perform Office 365 tenant administration.
• Evaluate and maintain network performance through monitoring, analysis, and tuning; troubleshoot network problems and escalate technical issues as needed.
• Provide server monitoring, patching, and troubleshooting to resolve issues for TTx MSP clients.
• Provide technical expertise in IT projects, including server upgrades, infrastructure installs, and new product rollouts.
• Communicate consistently with clients, providing timely updates on open tickets, impending changes, maintenance windows, etc., in accordance with SLA's and SOP's.
• Confirm resolution, document, and close incident tickets in ConnectWise.
• Collaborate with voice and system teams to isolate technical issues.
• Perform network maintenance, including routine system startup and shutdown procedures, and proactively notify users of planned events.
• Document and maintain records of hardware inventory, digital inventory, and change control using tools like IT Glue, ConnectWise, and SharePoint.
• Participate in on-call rotation to support the MSP client base.
• Assist in developing and ensuring adherence to TTx Standard Operating Procedures, Operations standards, and best practices.
• Proactively learn new technologies through educational opportunities, professional publications, networking, and participation in professional organizations.
• Perform all other duties as assigned in support of overall company objectives.

Requirements

• 1-3 years of previous experience in an IT customer-facing role.
• Alignment with TTx Core Values.
• IT/Telecom background preferred.
• Bachelor or Associate degree preferred but not required.

Skills and Qualifications

• Troubleshooting experience with MS Desktop OS (Windows 7/10).
• Basic to intermediate experience in:
  • MS Office and application support.
  • Network and PC hardware.
  • Virtualization and storage.
• Customer service-focused with a positive attitude.
• Proactive communicator, innovative, and able to work both independently and with a team.
• Strong problem-solving skills, adaptable, and comfortable in pressured environments.
• Detail-oriented and well-documented.
• Excellent time management skills.
• Logical and analytical thinker.
• Punctual with the ability to manage proper expectations of customers and internal stakeholders.
• Ability to maintain confidentiality when dealing with sensitive information.
• Capable of prioritizing workload based on client requirements.