Engineer, Enterprise Service Desk at Abacus Group LLC

<p><strong>Job Summary:</strong>&nbsp;<br>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.&nbsp;</p> <p><strong>Responsibilities (including, but not limited to):</strong></p> <ul> <li>Deliver an excellent customer experience in all interactions</li> <li>Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues</li> <li>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</li> <li>Troubleshoot and resolve client emergencies with minimal oversight, persevering until resolved</li> <li>Work with vendor representatives to resolve software and hardware issues</li> <li>Install and/or upgrade Microsoft Server Operating Systems</li> <li>Perform advanced virus, malware, and ransomware mediation</li> <li>Provide professional-quality server room cable management</li> <li>Create and maintain high-quality, detailed documentation</li> <li>Resolve complex backup issues and perform restore testing</li> <li>Notify Client Success Managers when outdated equipment causes repeated issues</li> <li>Install, configure, and support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments</li> <li>Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes</li> <li>Communicate with clients as required, keeping them informed of incident progress and notifying them of impending changes or agreed-upon outages</li> <li>Remain accountable for continued customer satisfaction, coordinate all activities with the client, assist with client training, and represent Abacus in a professional manner</li> </ul> <p><strong>Qualifications and Education Requirements:</strong></p> <ul> <li>Associate’s degree in a technology-related field required</li> <li>5–7 years of systems engineering experience required</li> <li>5–7 years of experience working in Microsoft environments required</li> <li>MSP-specific experience preferred</li> <li>MCSA: Server Infrastructure 70-410 preferred</li> <li>MCSA: Server Infrastructure 70-411 preferred</li> <li>MCSA: Server Infrastructure 70-412 preferred</li> <li>MCSA: O365 MS-100 certification preferred</li> <li>MCSA: O365 MS-101 certification preferred</li> </ul> <p><strong>Knowledge, Skills, and Abilities:</strong></p> <ul> <li>Windows 2016/2012 Servers</li> <li>Active Directory</li> <li>SharePoint</li> <li>Exchange Servers</li> <li>Backup technologies</li> <li>Internet, DNS, email, and communication issue troubleshooting</li> <li>VMWare</li> <li>Citrix</li> <li>VPN</li> <li>Terminal Services</li> <li>VoIP</li> <li>Voicemail</li> <li>Analog systems</li> <li>Vendor-specific hardware and software Engineer, Enterprise Service De…</li> </ul> <p><strong>Attributes That Will Drive Success:</strong></p> <ul> <li>Strong problem-solving and client relationship skills</li> <li>Excellent verbal and written communication skills</li> <li>Ability to learn and retain new technology skills and troubleshooting processes</li> <li>Strong team-player mentality</li> <li>Ability to remain calm and present yourself professionally in high-stress situations</li> <li>Adaptability and willingness to alter shifts and job requirements to meet the needs of clients and Abacus</li> <li>Ability to complete all required training and follow all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories</li> <li>Demonstrates a proactive approach toward safety, health, and quality in compliance with all Company, governmental, and customer requirements</li> </ul> <p>&nbsp;</p>