• Job Description

  Req#: ocpiofw1?nl=1

  Net at Work provides next-generation technology solutions and services that enable our clients to unleash the power of their businesses. These solutions are customized to meet the demands of specific industries through the integration of best-of-breed applications. With expertise in finance, accounting, operations, workforce management, and customer experience, Net at Work serves as a trusted advisor, helping small- and mid-sized businesses keep pace with the competition, win new customers, improve profitability, and thrive in the digital economy.

  u00A0Having started with just two employees, Net at Work is now more than 300 employees strong, and we are still growing. We are looking to expand our team with experienced professionals who share our core values and are problem solvers, promise keepers, collaborative integrators, inspiring coaches and driven intrapreneurs.

  Associate Systems Engineer

  The Associate Systems Engineer (ASE) is responsible for supporting client environments and end users while also assisting with implementation projects.u00A0 The ASE configures the equipment and software to meet client business needs and documents the solution for ongoing support. This position will provide first level technical support and main level ticket tracking in an efficient and effective manner.

  The primary role focus is to decrease time to resolution and increase revenue by acting as a project resource and the initial technical resource for service tickets.

  Responsibilities

  • Coordinate and/or perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • First line service desk troubleshooting; resolve basic level 1 and some level 2 issues in Mac OS and Windows environments.
  • Troubleshoot hardware & accurately determine fixes.
  • Adherence to SOPs.
  • Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Google for Work, Cisco Meraki, Dropbox etc.)
  • Perform post-resolution follow-ups to help requests.
  • Research issues and resolves technical problems.
  • Implement and maintain operational documentation and procedures.
  • Issue daily operations status report and project status reports as required.
  • Complete technical and special projects as assigned.
  • Daily entry of time within current ticketing platform and keeping tickets updated.
  • Coordinate with Service Coordinator for work assignments.
  • Continue to learn new technologies and solutions.
  • Keep and maintain work calendar.
  • Update client documentation after any change to the clientu2019s network.
  • Maintain necessary professional certification statuses.
  • Assist with vendor certifications as required.
  • Provide direct and indirect situational awareness briefs on high profile clients/projects.
  • Meeting KPI Targets: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherence.
  • Other duties as required to deliver an excellent customer experience.

  Training and Qualifications

  • Must have experience at an MSP, service desk and/or corporate IT Experience as a technical support representative/consultant supporting small to mid-size clients. (1-3 years)
  • Exceptional written and verbal communication skills.
  • Ability to multitask.
  • Ability to escalate issues to higher tiers of support when required.
  • Work after-hours where necessary.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Ability to adapt and learn new platforms and skills on the fly.
  • Maintain a sense of urgency.
  • Proficient in Mac OS, Google (G-Suite), Windows, Office 365, Intune, JAMF.
  • Proficient supporting Outlook/Office 365 Admin Portal.
  • Experience managing and configuring Windows OS Workstation, sharing, patches in a Windows Domain environment.
  • Experience with cloud storage and remote connectivity solutions.
  • Skilled in remediation of AV related issues.
  • ConnectWise Automate Familiarity or similar RMM solution.
  • College degree from an accredited institution or equivalent [1-3 years of relevant technical experience].
  • Technical Certifications (Preferred): Microsoft, Cisco, VMware, JAMF, SonicWALL, Fortinet, CompTIA.
  • A+/Network+ Certification or equivalent experience

  This is a remote opportunity with 25% travelu00A0
  
  Hourly salary rate range for this role is $24.00-$31.25 per hour USD plus bonus.
  

  Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.

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  EOE/Diversity & Inclusion Statement
  Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.

  Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.

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• About the company

  Unleashing the Power of Business. For businesses that want to unleash new levels of efficiency, performance and success, Net at Work provides expert services and solutions that unlock the transformational power of technology. We combine technology and business expertise with exceptional care to build long-term, trusted relationships with our clients. Our team has comprehensive experience across virtually every business discipline and truly understand how software, systems and people, need to work together. We’re problem-solvers and promise-keepers. Those are the twin principles upon which Net at Work was founded, and they’re what our clients tell us they value most about their relationships with us.

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