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 interactions
Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
Assist clients with the design and implementation, installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking, and software
Troubleshoot and resolve client emergencies with minimal oversight, persevering until resolved
Work with vendor representatives to resolve software and hardware issues
Install and/or upgrade Microsoft Server Operating Systems
Perform advanced virus, malware, and ransomware mediation
Provide professional-quality server room cable management
Create and maintain high-quality, detailed documentation
Resolve complex backup issues and perform restore testing
Notify Client Success Managers when outdated equipment causes repeated issues
Install, configure, and support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes
Communicate with clients as required, keeping them informed of incident progress and notifying them of impending changes or agreed-upon outages
Remain 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 required
5–7 years of systems engineering experience required
5–7 years of experience working in Microsoft environments required
MSP-specific experience preferred
MCSA: Server Infrastructure 70-410 preferred
MCSA: Server Infrastructure 70-411 preferred
MCSA: Server Infrastructure 70-412 preferred
MCSA: O365 MS-100 certification preferred
MCSA: O365 MS-101 certification preferred
Knowledge, Skills, and Abilities
Windows 2016/2012 Servers
Active Directory
SharePoint
Exchange Servers
Backup technologies
Internet, DNS, email, and communication issue troubleshooting
VMWare
Citrix
VPN
Terminal Services
VoIP
Voicemail
Analog systems
Vendor-specific hardware and software Engineer, Enterprise Service De…
Attributes That Will Drive Success
Strong problem-solving and client relationship skills
Excellent verbal and written communication skills
Ability to learn and retain new technology skills and troubleshooting processes
Strong team-player mentality
Ability to remain calm and present yourself professionally in high-stress situations
Adaptability and willingness to alter shifts and job requirements to meet the needs of clients and Abacus
Ability to complete all required training and follow all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories
Demonstrates a proactive approach toward safety, health, and quality in compliance with all Company, governmental, and customer requirements