Senior SME/L3+ MSP IT Engineer | WFH | Benefits

To apply, visit our website remotepro.ph/

About the Role:
Our senior team members are critical to supporting our awesome clients and their users. They leverage industry leading tools and their experience to help resolve complex issues and help prevent futures ones

This position is an integral part of the Helpdesk Team, and the ideal candidate should be comfortable serving as a “hands-on” senior team member who responds to support requests from clients and junior team members.

The goal is to deliver exceptional service and long-lasting solutions to clients in order to foster loyalty and client satisfaction.

Responsibilities:

Identify the ideal solution based on the issue and the information provided by the clients.
Perform remote troubleshooting using diagnostic methods and guide the client through the troubleshooting process.
Serve as a point of escalation for issues raised by Level 1 and Level 2 support
Support and troubleshooting for multiple clients leveraging a broad range of solutions
Provide guidance and direction to more junior members of the team.
The role is technically challenging, and it will require you to communicate with clients and vendors over the phone or via email.
Log events, problems, and their resolutions.

What we’re looking for:

Previous experience working in an MSP environment is very valuable.
Deep Microsoft 365 experience with experience in managing complex end user issues and backend provisioning and troubleshooting.
Excellent communication skills – Ability to have a comfortable conversation in English without thinking formal or technical – be a friend
Excellent attention to detail and follow-through abilities (never let it go till solved)
Demonstrable experience working with Windows systems (client/server). Ideally, enough experience with a wide range of end-user and other IT areas to solve problems that others may overlook.
Experience with MSP tools such as RMM, PSA, and similar is helpful. RMM in particular is important to ensure these tools are properly leveraged.
Essentially, you must demonstrate that you can handle even the most difficult tasks by properly setting expectations and determining the solution in a reasonable amount of time.
Out-of-the-box thinker, proactive/creative, and always improving things.
Willingness to go the extra mile to ensure client satisfaction.
Demonstratable ability to learn on the fly.

Nice to Haves:

Scripting/PowerShell experience
Mac OS use and support experience
Mobile Device Management

Salary depends on experience and over time the value you are able to demonstrate at start or over time.