Managed Services System Engineer (Hybrid)

New Charter Technologies•Redding, CA

23d•$27 - $35•Hybrid

About The Position

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. Summary A System Engineer plays a vital role in addressing customer queries, resolving technical issues, resolving escalated complex problems, documenting cases, performing on-site requests, and staying informed about the latest advancements in computer technologies. Must be located within 1 hour of the City of St. Helena.

Requirements

Minimum 3-5 years’ experience as a Helpdesk Technician and escalation strongly preferred.
Knowledge of advanced Network & Server Infrastructure so that you can comfortably resolve higher level escalations without the assistance of others.
Advanced Knowledge of: Windows 10 & 11 Windows Server OS Active Directory Group Policy Microsoft Suite Microsoft 365 Wireless TCP/IP Routers/Firewalls (Cisco / Sonicwall)
Effective analytical and troubleshooting abilities.
Superb communication skills, including effective facilitation, listening, and writing.
Ability to express thoughts in a clear and concise manner.
Demonstrated analytical thinking, problem solving and decision-making skills.
Familiarity with ConnectWise, Auvik, Slack, Microsoft Office Products
CompTIA A+, Network +, or Security +, CCNA, CCENT
Desire to continue to learn and grow.
Highly organized and process driven.
Affinity for technology.
Strong integrity with the ability to work in a highly confidential manner.
Collaborative and flexible with a consultative mindset.
Precise and detailed, delivering consistently high-quality results.
Comfortable in a balance of tactical and strategic focus.
Servant hearted with a focus on improving the lives of our customers in every action and interaction.
Work is primarily knowledge-worker oriented using computer systems.
Occasional exertion and lifting of up to 20 pounds to move office or computer equipment.
Occasional crawling, kneeling, and squatting.
Constant use of computer (keyboard/mouse), and phone.
Visually inspects, prepares, and analyzes data & figures, views computers constantly.
Travel (car/airplane).
Occasional exposure to outdoor environmental conditions as a result of travel.

Responsibilities

Closing 7 client-facing tickets per day that are escalation and more advanced in nature.
Having a billable rate of 85% or more per day
Closing out escalated helpdesk tickets quickly and efficiently
Provide mentorship and guidance to helpdesk technicians on escalated tickets.
Ability to comfortably handle onsite requests that could pertain to many issues such as: Systems down Printer failure Network failure Environmental slowness and bandwidth issues Workstation failure Server failure
Following troubleshooting best practices and escalation policies to ensure ticket timeliness.
Demonstrate a strong sense of customer service for all our clients.
Document your time in our ticketing system live and be up to date by end of date.
Document your work in your ticket clearly and accurately.
Stay up to date on current technology in order to adequately perform your duties.
Ability to oversee multiple clients as their “Lead” to ensure their environments are in top shape and maintained by following regular maintenance best practices and good documentation methods.