Systems Support Engineer

2 weeks ago

Westlake Village, California, United States Integrated Telemanagement Services Full time
Job Overview

Position: Systems Support Engineer

Integrated Telemanagement Services is on the lookout for dynamic professionals who possess a blend of business insight, technical expertise, and a natural inclination for service excellence to enhance our team.

As a leading Managed Service Provider (MSP) specializing in IT and Telecommunication Services, we cater to small and mid-sized enterprises across Central and Southern California. Our unique processes, products, and premium services position us as a distinguished provider, delivering exceptional service while streamlining and enhancing business technology operations. With a seasoned executive management team and over three decades of proven success, we are eager to welcome a motivated individual to join us in our next phase of growth.

Role Responsibilities
  • Oversee and manage our backend infrastructure to ensure optimal performance.
  • Stay abreast of the latest technologies and platforms.
  • Deliver regular automation capabilities and serve as a Subject Matter Expert (SME) for client-facing initiatives.
  • Mentor team members, equipping them with the necessary tools for success.
  • Continuously develop innovative and scalable solutions to address challenges faced by both Integrated Telemanagement Services and our clients.
  • Collaborate effectively with Sales, Customer Service, Support, and Product teams to ensure seamless communication and support.
  • Work alongside Partnerships and Product teams as an SME during the evaluation of new tools, ensuring maximum client value.
  • Provide ongoing input to the Support team to keep the knowledge base current.
  • Ensure our internal infrastructure is secure, maintains high uptime, and operates on the latest technology.
  • Evaluate current platform infrastructure and processes to guarantee optimal integration and scalability as we experience rapid growth.
  • As part of the Client Experience Team, ensure that client satisfaction metrics are consistently met.
  • Act as an escalation point for client and internal technical issues related to the Endpoint experience.
  • Engage in pre-sales and client retention efforts as required.
  • Standardize processes and create Standard Operating Procedures (SOPs) for enhanced visibility across teams.
  • Regularly report on team performance metrics, including client satisfaction, risk tracking, and service level adherence.
  • Assist the team in managing scope changes and technical challenges as they arise.
  • Collaborate closely with product teams to align the Mobile Device Management (MDM) and Remote Monitoring and Management (RMM) roadmap with overall product strategy.
  • Structure team processes to incorporate new technologies effectively.
  • Ensure the team receives consistent training on existing and competitive MDM/RMM tools.
  • Develop processes and automation for smoother transitions away from competitor tools.
  • Drive a culture of continuous improvement.
Candidate Profile
  • Minimum of 5 years of experience in client-facing roles.
  • At least 5 years of IT experience.
  • 5+ years of experience managing automation, MDM, and RMM infrastructure in an MSP or multi-client setting.
  • Exceptional verbal and written communication skills.
  • Understanding of Software as a Service (SaaS) platforms.
  • In-depth knowledge of current MDM and RMM technologies.
  • Proficient in managing Microsoft environments.
  • Technical understanding of RMM and MDM tools, desktop and server environments, and cloud technologies.
  • Detail-oriented with strong task prioritization skills.
  • Outstanding interpersonal skills, capable of conveying complex technical information to diverse audiences.
  • Experience managing workloads in a high-volume, growth-oriented environment.
  • Strong relationship-building skills with internal and external stakeholders.
  • Expertise in MS Office and G-Suite applications.
  • A four-year degree from an accredited institution or relevant technical experience.
  • Strong problem analysis and resolution skills.
  • Exceptional written and verbal communication abilities.

If you are an independent professional who thrives in an empowered environment and consistently meets targets, we encourage you to consider this opportunity.

Integrated Telemanagement Services values a progressive management approach, offering comprehensive medical, dental, and vision benefits, along with life insurance, 401k, and generous paid time off. Our facility includes a fully equipped gym, stocked break rooms, and regular meal provisions.

Salary Range: $85,000 - $105,000

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