Systems Support Engineer I

OVERVIEW 

The Systems Support Engineer Level 1 (SSE) is an important role within the Service Delivery division at CTS.  The Service Center department of CTS is responsible for performing scheduled and dispatch field visits to CTS clientele or CTS itself. Responsible for the delivery of impeccable troubleshooting and general support of our clientele's technical environment while also providing high caliber quality work and customer service. The SCE will report to a Service Delivery Supervisor. 

HOURS & LOCATION 

This position is remote position with flexible hours. Service Center has three shifts, 7:30am to 4pm, 9am to 5:30pm, and 10:30am - 7pm EST

COMPSENSATION AND BENEFITS 

This is a level seven role with the range for this role is $58,000 - $77,000. 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

• Respond to and resolve service incidents in accordance with existing procedures and service level agreements
• Track time, communications and work output via our ConnectWise Manage PSA.
• Liaise with internal teams, vendors and client contacts.
• Installation, configuration and troubleshooting of workstation, server and cloud applications.
• Create and maintain information and documentation in ConnectWise Manage and ITGlue
• Triage incoming CTS and client technical requests.
• Complete assigned book of work items as delegated by SDM/SLSCE.

DESIRED SKILLS AND QUALIFICATIONS

• +2 years of experience in a customer facing, technical services environment, with a strong commitment to customer service. MSP experience a major plus.
• Experience with networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP, and QoS
• Experience in WAN/LAN networking including routing, switching, security, load balancing
• Experience in WLAN technologies including, but not limited to, Meraki, UniFi, Cisco
• Experience with Microsoft Windows Server, Windows Desktop and Apple Ecosystem
• Experience with Grand Stream or other Asterisk based PBX systems
• Experience with Android, iOS
• Experience with Gsuite and Office365
• Knowledge of Cisco ASA and SonicWALL firewalls preferred
• Experience with MSP related tools a plus: ConnectWise, Kaseya VSA, PRTG and ITGlue
• Self-motivated, with excellent time management skills and ability to handle and adapt to changing priorities and special projects in a high growth environment.
• 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.

References are required to be furnished for consideration