MSP Engineer

Provide comprehensive remote desktop support to address client issues promptly and effectively, ensuring minimal disruption to their operations.
Collaborate with clients to understand their business objectives and assist in project implementation to achieve those goals.
Work closely with Project Managers to define project scopes, create plans, and execute technical projects efficiently and within deadlines.
Act as a Level 2 escalation point for help desk issues, resolving complex technical challenges and providing guidance to junior team members.
Play a key role in the onboarding process for new clients, ensuring smooth transitions and efficient setup of IT systems.
Independently participate in requirements documentation, business systems configuration and defining/execution of acceptance criteria. Document issues and participate in their resolution.
Translate business needs into high-level technical specifications and design. Identify gaps and ensure deployment of solutions.
Provide technical support across various channels including phone, email, chat, and remote control, delivering exceptional customer service.
Remote Issue Resolution: Provide remote technical support to resolve hardware, software, and network issues efficiently using remote troubleshooting tools.
Technical Assistance: Assist with configuration and management of cloud services, preferably Azure or AWS, to support client needs and system functionality.
Active Directory Management: Support basic Active Directory tasks including user account management and permissions, as needed.
Analyzes the technology currently being used and develops plans and processes for improvement and expansion
Ticketing System Management: Utilize ticketing tools to track, manage, and document support requests and resolutions, ensuring timely and accurate updates.
Documentation: Maintain detailed records of support activities and solutions provided, ensuring documentation is clear and up to date.
Customer Service: Deliver exceptional customer service by addressing and resolving client issues with professionalism and efficiency. Maintain clear and professional communication with clients through both verbal and written channels to ensure issues are understood and resolved effectively.
General Responsibilities:
Interpersonal Skills - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully and confidentially; maintains confidentiality. Escalates issues as appropriate
Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; openly communicates with department leads on due dates and progress during a project
Teamwork - Balances team and individual responsibilities; treats people with respect; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests
Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values. High energy level, comfortable performing multifaceted projects in conjunction with day-to-day activities
Professionalism - Approaches others in a tactful manner; reacts well under pressure; accepts responsibility for own actions; works with ethically and with integrity
Initiative - Seeks increased responsibilities; asks for and offers help when needed. Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work
Language Skills - Ability to speak effectively before groups of customers or employees of organization