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Senior IT Engineer

3 months ago

New York, United States Helix Systems Full time
Job DescriptionJob Description

Company Overview:

We are an IT consulting firm (MSP) located in Manhattan, providing IT services to small and medium businesses. We've been in business for over 20 years and are growing. Our clients typically have 40 - 500 users, and we support all their IT needs.

What We Do:

Efficiency is key; we script, automate, and document. Working in IT shouldn't be stressful, and our clients know and believe we're here to help. We pride ourselves in investing in solutions that are easy for us to manage and provide industry-leading results to our clients. Tools we use daily include Kaseya, Addigy, Freshdesk, Meraki (full Meraki stack), LogicMonitor, and Huntress.

Position Summary:

The Senior IT Engineer is responsible for providing escalated support to end users on IT-related support requests and handling technical support work. This role must demonstrate superior communication and organizational skills to respond to diverse and sometimes urgent needs. It is expected that all client interactions will be done with “white glove” customer service. Additionally, this role involves onboarding new clients and possibly going onsite to clients when needed.

Position Duties:

  • Handle escalations from the helpdesk team, providing advanced troubleshooting and resolution.
  • Work with end-users to resolve and troubleshoot desktop hardware, desktop applications, server hardware, server applications, routing, and connectivity issues.
  • Work to resolve proactive alerts.
  • Manage daily ticket queues and schedules to ensure all assigned tickets are resolved and responded to within approved SLA targets.
  • Assist with the onboarding of new clients, including reviewing onboarding forms, installing tools, and documenting processes.
  • Conduct onsite visits to clients as necessary.
  • Provide extraordinary customer service.

Required Technical Proficiencies:

  • Advanced proficiency in supporting and troubleshooting Windows 10 & Windows 11.
  • Advanced Windows Server maintenance, troubleshooting, and support.
  • Ability to troubleshoot a wide range of technical implementations such as Hyper-V.
  • Proficiency in Office365 and GSuite.
  • Proficiency in common business SaaS applications.
  • Advanced knowledge of desktop software such as all Microsoft Office Suites.
  • Advanced desktop VPN connectivity troubleshooting and configuration.
  • Advanced knowledge of Active Directory and its use in complex environments.
  • Advanced network troubleshooting.
  • Security software knowledge, such as Huntress and SentinelOne (S1).

Base Requirements:

  • Minimum of 3 years of experience in a similar role or 2 years of experience working in Managed Services (MSP).
  • Willingness to learn and grow.
  • Customer service-focused.
  • Excellent verbal and written communication skills.
  • Successful at working in a team culture.
  • Participation in the On-call Rotation.

What We Can Offer You:

  • Competitive salary and performance bonus.
  • Health and dental benefits.
  • Unlimited Paid Time Off.
  • Fun work environment with smart coworkers and generous perks, including unlimited snacks/drinks, team outings, and holiday celebrations.

Our offices are conveniently located in midtown Manhattan.