Engineer, Enterprise Service Desk

Job Summary: Abacus’s Level Three Support - Engineer role is responsible for the design and implementation of customer-facing and internal systems, including public and private cloud environments as well as on-premise infrastructure and telephony systems, all while providing a world-class client experience daily. In addition to leading projects, Level Threes provide escalation support to all service delivery team members. Responsibilities (including, but not limited to): • Deliver an excellent customer experience in all interactions • Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues • Assist clients with the design and implementation, installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking, and software • Troubleshoot and resolve client emergencies with minimal oversight, persevering until resolved • Work with vendor representatives to resolve software and hardware issues • Install and/or upgrade Microsoft Server Operating Systems • Perform advanced virus, malware, and ransomware mediation • Provide professional-quality server room cable management • Create and maintain high-quality, detailed documentation • Resolve complex backup issues and perform restore testing • Notify Client Success Managers when outdated equipment causes repeated issues • Install, configure, and support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments • Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes • Communicate with clients as required, keeping them informed of incident progress and notifying them of impending changes or agreed-upon outages • Remain accountable for continued customer satisfaction, coordinate all activities with the client, assist with client training, and represent Abacus in a professional manner Qualifications and Education Requirements: • Associate’s degree in a technology-related field required • 5–7 years of systems engineering experience required • 5–7 years of experience working in Microsoft environments required • MSP-specific experience preferred • MCSA: Server Infrastructure 70-410 preferred • MCSA: Server Infrastructure 70-411 preferred • MCSA: Server Infrastructure 70-412 preferred • MCSA: O365 MS-100 certification preferred • MCSA: O365 MS-101 certification preferred Knowledge, Skills, and Abilities: • Windows 2016/2012 Servers • Active Directory • SharePoint • Exchange Servers • Backup technologies • Internet, DNS, email, and communication issue troubleshooting • VMWare • Citrix • VPN • Terminal Services • VoIP • Voicemail • Analog systems • Vendor-specific hardware and software Engineer, Enterprise Service De… Attributes That Will Drive Success: • Strong problem-solving and client relationship skills • Excellent verbal and written communication skills • Ability to learn and retain new technology skills and troubleshooting processes • Strong team-player mentality • Ability to remain calm and present yourself professionally in high-stress situations • Adaptability and willingness to alter shifts and job requirements to meet the needs of clients and Abacus • Ability to complete all required training and follow all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories • Demonstrates a proactive approach toward safety, health, and quality in compliance with all Company, governmental, and customer requirements