CORE Services Engineer All Covered
All Covered a division of Konica Minolta is focused on enabling the success of small and medium-sized businesses through the effective use and management of technology. The company is the US industry leader in the provision of IT Services for companies with between 10 and 100 employees. Our company serves 37 of the top 100 cities in the US and has thousands of clients across every major industry.
Our comprehensive services, including network, server and desktop support are delivered by a world-class team of technical experts. They possess a broad-based knowledge and take a vendor neutral approach. Our success with over 1,000 contracted clients has created a need for outstanding IT talent looking for exciting and lucrative career opportunities.
Our culture is based on a core team of professionals always striving to deliver the best solutions for our clients. We value honesty, enthusiasm, respect, ownership, excellence and a service oriented attitude. This culture is essential to our success, distinguishing us from our competition and enabling us to hire and retain the best and brightest people in this business.
Job Summary: The Remote Systems Engineer position is a mid-level technical position for the Central Services Management (CSM) Team. The CSM group is focused on planning, designing, and implementing Managed IT Services and tools for both internal and external customers. The Remote Systems Engineer position is responsible for remotely provisioning, configuring, managing, supporting, and decommissioning tools and services. These include but are not limited to desktop and server management agents, remote monitoring agents, anti-virus software, backup software, hosted and other vendor point products.
Skills and Job Specifications:
Meet and Exceed Organizational Goals
Service Level Objectives (SLOs) for provisioning, decommissioning, and configuration changes to service and tools delivered by Central Services
Meet team and individual utilization metrics
Perform quality checks for tools and services delivered by Central Services
Perform troubleshooting for service and tool issues
Provide constructive feedback to improve defined processes and Standard Operating Procedures (SOPs)
Demonstrate strong interpersonal skills to provide remote support to internal business units and external clients
Demonstrate strong customer service skills
Provide on-demand and scheduled remote work with a variety of tools and technology
Ability to consistently follow standard operating procedures SOPs
Support other team members to help them resolve issues
Meet or exceed the job positions Key Performance Indicators (KPIs)
Excel in the areas of:
Troubleshooting and Internet research
Corporate values and citizenship
Professionalism and punctuality
Remote support skills
Client service skills
Education and Experience
o Three or more years of providing remote support and troubleshooting experience
o BA, BS, or similar degree in computers, electronics, or relevant experience
o ITIL v3.0 certifications and experience
o MCSE/MCITP/CCNA/CCNP and related vendor certifications are strongly preferred
o Working knowledge of current desktops, laptops, servers and networking basics
o Working knowledge of current Windows Desktop Operating Systems
o Working knowledge of current Windows Server Operating Systems and services
o Working knowledge of Microsoft Active Directory and Group Policy Management
o Working knowledge of current firewalls and network security standards
o Working knowledge of current OS imaging technologies
o Working knowledge of common productivity applications including MS Office
o Working knowledge of ITIL v3.0
o Hands-on software and hardware troubleshooting experience
o Strong interpersonal, written and oral communication skills, attention to detail
o Skilled at reading, writing, and understanding technical documentation and procedure manuals
o Ability to present ideas and solutions in user-friendly language
o Highly self-motivated and directed
o Proven analytical and problem-solving abilities
o Strong customer service orientation
o Experience working in a team-oriented and extremely collaborative environment
The position interacts on a daily basis with All Covered business and department leaders, team members, and a variety of clients. Reports to and interacts with the Director of Central Services Management.
The position will spend consecutive hours in front of computer monitors using a keyboard and mouse. The position is expected to work an eight hour shift schedule at variable start times.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.
All Covered offers competitive salaries and benefits
All Covered is an Equal Opportunity Employer
All Covered is a Gold Certified Microsoft Partner
||Houston, TX |