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The Team Engineer is a dynamic and passionate follower of technology that believes in always finding the best way to provide remote and onsite support for PCs, networking equipment, servers, and desktop software for a variety of diverse small, medium-sized and enterprise organizations.  This position is located in Orlando, FL.

Basic Functions:

+ IT Support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.

+ Design, implementation, and support services for Microsoft related technologies: Azure, Microsoft 365, Windows Server, etc.

+ Engineer and implement system solutions for customers using technologies that meet their needs.

+ Implement and support disaster recovery solutions.

+ Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

+ Remote access solution implementation and support: VPN, Azure Virtual Desktop.

+ System documentation and consulting services to include system reviews and recommendations.

+ Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

+ Improve customer service, perception, and satisfaction.

+ Ability to work in a team and communicate effectively.

+ Serve as an escalation point for service or project issues that cannot be completed within agreed service levels.

+ Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.

+ 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.

+ Responsible for entering time and expenses in ConnectWise as they occur.

+ Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.

+ Work through project tickets and phases in ConnectWise as assigned by a Project Manager.

+ Enter all work as service or project tickets in ConnectWise.

+ Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

+ Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE,  SonicWall CSSA, or Cisco CCNA.

+ MSP related tool stack i.e.: ConnectWise, Kaseya

+ Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.

+ Diagnosis skills of technical issues.

+ Ability to multi-task and adapt to changes quickly.

+ Technical awareness: the ability to match resources to technical issues appropriately.

+ Service awareness of all organization’s key IT services for which support is being provided.

+ Understanding of support tools, techniques, and how technology is used to provide IT services.

+ Typing skills to ensure quick and accurate entry of service request details.

+ Self-motivated with the ability to work in a fast-moving environment.

Educational/Vocational/Previous Experience Recommendations:

+ 2+ years of MSP IT experience

+ 5+ years of IT or related experience.

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