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Form of work OVERVIEW
The Systems Support Engineer - Level 3 ( Escalation\Cloud Specialist ) is a vital role within the Service Delivery at CTS. The Service Delivery department of CTS is responsible for ensuring the i ntricate networks and systems that we manage are maintained and supported . Responsible for the delivery of impeccable troubleshooting and general support of our clientele's technical environment while also providing high-caliber quality customer service. This role will report directly to a dedicated Service Delivery Manager.
HOURS & LOCATION
This position is a remote position with hours from 9 am to 6 pm EST.
COMPENSATION AND BENEFITS
This is a level five role with a range of $94,000 - $114,000. This role comes with our standard benefits. Two weeks of paid vacation, one week of sick leave, and 10 holidays and two floating holidays. We also provide health insurance and other ancillary benefits.
RESPONSIBILITIES
DESIRED SKILLS AND QUALIFICATIONS
REQUIRED EQUIPMENT
As this is a remote position, you are required to have access to a reliable and stable internet connection.
The Systems Support Engineer - Level 3 ( Escalation\Cloud Specialist ) is a vital role within the Service Delivery at CTS. The Service Delivery department of CTS is responsible for ensuring the i ntricate networks and systems that we manage are maintained and supported . Responsible for the delivery of impeccable troubleshooting and general support of our clientele's technical environment while also providing high-caliber quality customer service. This role will report directly to a dedicated Service Delivery Manager.
HOURS & LOCATION
This position is a remote position with hours from 9 am to 6 pm EST.
COMPENSATION AND BENEFITS
This is a level five role with a range of $94,000 - $114,000. This role comes with our standard benefits. Two weeks of paid vacation, one week of sick leave, and 10 holidays and two floating holidays. We also provide health insurance and other ancillary benefits.
RESPONSIBILITIES
- Work with the Service Delivery Managers on long term issues
- Advanced Technical Support: Provide expert-level technical assistance to resolve escalated incidents related to hardware, software, network, and system issues.
- Problem Diagnosis and Resolution: Investigate and analyze complex technical problems to identify root causes and develop effective solutions, ensuring minimal disruption.
- Escalation Handling: Act as a point of escalation for Level 1 and Level 2 support teams, guiding and mentoring junior technicians in troubleshooting techniques and best practices.
- Infrastructure Maintenance: Contribute to the design, implementation, and maintenance of IT infrastructure, ensuring scalability, security, and reliability.
- Highlight potential improvements to monitoring systems and identify future issues
- Documentation and Knowledge Sharing: Document troubleshooting steps, resolutions, and best practices to create a knowledge base.
- Collaboration: Collaborate with cross-functional teams, including system administrators, network engineers, and developers, to resolve complex issues
- Continuous Improvement: Identify opportunities for process improvements and efficiency enhancements within the IT support framework.
- Track time, communications and work output via our ConnectWise Manage PSA.
- Create and maintain information and documentation in ConnectWise Manage and ITGlue
- Address all phone calls and VIP emails outside of regular business hours
- Liaise with internal teams, vendors and client contacts.
DESIRED SKILLS AND QUALIFICATIONS
- +6 year of experience in a customer facing, technical services environment, with a strong commitment to customer service
- Experience with previous MSPs is strongly preferred
- Experience with MSP related tools a plus: ConnectWise Manage, ConnectWise Screen Connect, Ninja RMM, PRTG, and ITGlue
- Experience with Microsoft Windows Desktop\Servers and Apple Operating Systems
- Experience with Google Workspace and Office 365 ( Advanced configuration and support )
- Experience with VoIP technologies - Grand Stream, GoTo, Avaya, FreePBX ( Advanced configuration and support )
- Experience with Microsoft Azure, Amazon AWS, GCP ( Advanced configuration and support )
- Experience with Firewalls - SonicWALL and Cisco ASA firewalls preferred
- Experience with WAN/LAN networking including routing, switching, security, load balancing
- Experience with WLAN technologies including, but not limited to Juniper, Meraki, UniFi, Cisco
- Experience with Network Attached Storage (NAS)
- Experience with scripting/programming language is a major plus, including, but not limited to, PowerShell, BASH, and/or VBScript.
- Self-motivated, with excellent time management skills and ability to handle and adapt to changing priorities and special projects in a high growth environment.
- Analytical, critical thinking, problem solving and decision-making skills.
- Ability to clearly articulate business and technical problems in terms of data and symptoms, causes and effects, and potential remedies.
- Strong written and oral communication skills are a strict requirement.
REQUIRED EQUIPMENT
As this is a remote position, you are required to have access to a reliable and stable internet connection.
