The company secures remote work on any unmanaged or BYOD computer with a radically simplified and less costly solution than virtual desktops or having to lock down every PC. Similar to an MDM solution but for laptops – work lives in a company controlled secure enclave installed on the user’s PC or Mac, where all data is encrypted and access is managed.
We are technologists committed to a more human concept of how better lives get lived and better work gets done. We support every individual’s pursuit for a renewed sense of passion, potential, control and contentment.
The role:
Systems Engineers are responsible for providing advanced technical support to end users of our technology stack. In this role, you will be responsible for the timely resolution and/or escalation of client technical issues. Systems Engineers must be highly technical and comfortable handling various server operating systems, Citrix, Terminal Services, Exchange, Disaster Recovery, Networking, and local desktop/mobile devices. They must have prior experience working in a support or escalation role, have a thorough understanding of relevant technological concepts and be passionate about staying at the forefront of an ever-evolving technology landscape.
What you will do:
● Provide a high level of service in all customer interactions.
● Provide remote user support for Cloud/Citrix based issues.
● Evaluate and handle incoming requests via telephone and ticket queues.
● Troubleshooting, diagnosis, and resolution of various technical issues.
● Maintain customer life cycle documentation.
● Thoroughly document progress and solutions within the ticketing system.
● Work with other technical teams to resolve and/or escalate issues
● Build rapport with customers, end users, and co-workers.
● Be available for weekly on-call rotation.
Requirements:
● 3+ years working in a Support/Service/Systems Administrator role.
● Bachelor’s degree in Computer Science, Software Engineering, or related degree preferred.
● Excel at customer service and building rapport with users.
● Windows Server and Desktop administration.
● Experience in third-party application support.
● Understanding of Active Directory, Group Policy, NTFS.
● Understanding of e-mail routing, filtering, archiving.
● Knowledge of networking technologies including TCIP/IP, DHCP, DNS, VPN, NAT.
● Solid understanding and operational experience in high availability, high-performance systems.
● Experience in utilization of native and third-party troubleshooting tools.
● Experience in vendor management and interaction.
● Strong customer service, prioritization with attention to detail.
● Strong communication skills to articulate complex solutions and strategies to global customers and teams at all levels.
● CompTIA certifications: A+, Network+ or Security+.
● Microsoft certifications: MCP, MCSA, MCSE or MCDBA.
● VMWare certifications: VCP or VCAP-DCA.
● AWS certifications: AWS Certified Cloud Practitioner or AWS Certified Solutions Architect – Associate.
● Hands-on experience with SQL Server or other database engines.
● Hands-on experience with Exchange or other mail systems.
● Hands-on experience with Firewalls.
● Hands-on experience with VMWare and/or AWS.
● Experience with both Mac and Windows.
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