Level I/II Systems Engineer

TeamLogic IT, Rock Hill, SC

154d

About The Position

The IT Technician’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support-related tickets, and ensure the satisfaction of the end-user, among other technical duties. IT Technicians are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels, and customers daily. The IT Technician will possess the ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills. The Level I/II Technician works jointly with the sales team to provide pre-sales and post-sales support, including tasks such as discovery meetings, site surveys, proposals, and presentations on technical assessments, implementations, and ongoing technical account management. The selected candidate will be results-oriented, self-motivated, energetic, professional, reliable, and a team player.

Requirements

College diploma or university degree in Computer Science
5+ years equivalent work experience
Prior experience in MSP is required
Experience with desktop and server operating systems including Windows 7/10, Windows Server 2008/ 2012/ 2016, Linux and Mac OS.
Experience in Server administration, DNS, DHCP.
Knowledge and understanding of networking devices including firewalls (Sophos, Sonicwall, UDM Pro)
Microsoft Office 365, Azure, AD administration experience is required
Proven experience working with Endpoint Detection and Response (EDR), Managed Detection and Response (MDR), and log analytics/SIEM platforms
Valid Driver's License and ability to drive to customer locations when required.
Self-motivated and driven for excellence in customer experience

Nice To Haves

NinjaOne RMM and Autotask PSA Experience a plus
CompTIA A+ and/or CompTIA Network+ preferred.

Responsibilities

Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Use remote tools and diagnostic utilities to aid in resolving support requests.
Installing and configuring hardware and software components throughout various network infrastructure devices.
Install antivirus software and ensure virus definitions are up to date.
Server administration via Active Directory, File & Print services, DNS, DHCP.
Network firewall and switch administration and maintenance.
Some network and server solution design and architecture.
Establish effective communication and trust with customer teams and partners
Operational tasks like managing tickets and logging timesheets
Developing materials for improving delivery quality, writing blogs and sharing best practices with the community
80% billable target

Benefits

Bonus based on performance
Training & development
Free uniforms
Paid time off
Company parties
Benefits/Perks
Join a Fun & Dynamic Culture! – We believe work should be engaging, collaborative, and full of energy.
Fitness-Focused Workplace – We encourage both physical and mental well-being with team activities.
Growth & Development – We invest in your personal and professional growth through ongoing learning opportunities.
Work-Life Balance – We understand the importance of flexibility and encourage a healthy balance between work and personal life.
Creative & Innovative Space – Bring your ideas to life in an environment that values innovation and fresh thinking.
Other perks
Bonus based on performance
Opportunity for special performance incentive funds (SPIFs) for sales contributions
Free office attire
Free snacks
Paid time-off