Job Type: Full-time Status: Exempt Why Entech? Entech is a rapidly growing Managed IT Support Services organization looking for talented individuals to join our team! With 25 years of enabling people to do what matters, Entech has developed a culture where we do what is right, we win as a team, and we build and value great relationships with our employees, clients, and the community. Being part of Entech means you become part of our family where we strive to provide you opportunities for growth, fun environments, team building, and of course, technology. With multiple offices throughout Southwest Florida in Fort Myers, Naples, and Bradenton, we invite you to become part of our tradition of doing what matters and look forward to your application! Requirements Systems Engineers are responsible for providing support on all incoming reactive and proactive service requests. Work performed for this role will take place both onsite and remotely from Entech's Service Desk. Systems Engineers will work independently and as part of a team to answer service desk calls, urgently analyze technical issues, address Level 1 escalations, work with the Project Manager on team-related projects, troubleshoot over the phone / onsite / via remote access, and escalate problems when appropriate. Essential Duties and Responsibilities
- Identify, troubleshoot and document user issues to resolution, while maintaining superior customer satisfaction
- Work with end users to resolve reactive support requests. These issues will be related to Windows servers and desktops, Microsoft cloud services (Microsoft 365 and Azure), Remote Desktop Services, firewalls, managed switches, LAN/WAN connectivity issues.
- Work to resolve proactive alerts and monitors generated by the NOC. These issues will be related to backups, viruses, impending hardware failures, licensing issues and more.
- Complete recurring health assessments and proactive upgrades to network infrastructure.
- Manage Line of Business software updates and upgrades when appropriate and coordinate with vendor support where necessary to support software on servers and end-user devices.
- Manage software as a service licensing and accounts for partners when appropriate.
- Manage your daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets.
- Advanced utilization of RMM Software, ConnectWise Manage, IT Glue and other service-specific tools and technologies to deliver onsite and remote user support services.
- Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Improve customer service, perception, and satisfaction.
- Effectively communicate the scope of work for all hourly clients.
- Work in a team and communicate effectively.
- Escalate service or project issues that cannot be completed within agreed service levels.
- Develop in-depth knowledge of the service catalog and how it relates to customer's needs.
- Document internal processes and procedures related to duties and responsibilities.
Required Technical Skills Advanced proficiency in and ability to troubleshoot:
- Windows 10 and 11 Operating Systems
- Workstation and Server Hardware
- Printer and Multi-function devices and technologies
- Standard Windows Applications
- Microsoft Office Suite
- Email and Mobile Device connectivity
- Microsoft 365
Intermediate proficiency in and the ability to troubleshoot:
- Mac OS troubleshooting
- IPv4 and IPv6 technologies
- LAN/WAN connectivity issues
- Microsoft Azure
- Hyper-V, vSphere, Citrix, SQL, and Terminal Services
- Active Directory
- Windows Server2008- 2022
- VPN connectivity troubleshooting and configuration (Cisco, SonicWall, OpenVPN, IPSec)
Education and Experience
- High School Diploma or GED (Two years college or equivalent work experience preferred).
- Three or more years of related experience or relevant coursework.
- Two to three years working in a Technical Support/Service Desk environment preferred.
Certifications and Licenses
- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP.
- CompTIA Network+
- CompTIA Security+
- Valid Florida Driver License and must have a clean driving record.
Benefits: Free Medical Insurance Additional Employer Paid Medical Options Fully Vested 401(k) Match Flexible Time Off (an unlimited amount of paid time off days) Free $10,000 Life Insurance Policy Six Paid Holidays - PLUS Black Friday! Flexible Schedule Options Fun Employee Events - Yearly Culture Building Events Options available for dental, vision, short term disability, long term disability, and additional life insurance. Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees. This position requires the passing of a level 2 background check as well as a pre-employment drug screening. A valid driver's license is required for this position.