Senior Systems Engineer

About us

TeamLogic IT is a national provider of technology services and solutions for businesses of all kinds. Unlike many managed service providers (MSPs), we focus on business and technology. We understand that not all organizations are alike and work hard at delivering solutions tailored to your unique business goals and challenges. Our philosophy is simple – we work with you the way we’d want someone to work with us.

Our customer service-oriented approach drives the tenets of our business: reliability, expertise, and trust, ensuring you have an IT partner for the long haul. Our expansive capabilities serve a wealth of IT needs in the marketplace. And our best practices approach to service delivery is adhered to whether you require fully outsourced IT, co-managed IT, or project-based IT solutions.

Thousands of businesses across North America realize our world-class service and expertise to achieve greater efficiencies, effectiveness and productivity in their organization.

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Senior Network Engineer plays an important role in making sure that happens.

The Senior Network Engineer handles escalated support requests for the Service Delivery Team.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE:

• Work on and resolve escalated Service Desk Tickets
• Delight our Clients with a Friendly, Quick, and Helpful Experience
• Provide the Client with advanced remote troubleshooting
• Remote Hardware Maintenance and Support

TICKETING SYSTEM - AUTOTASK:

• Use our Ticketing System to work on and resolve Service Desk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation in well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

MONITORING & MANAGEMENT TOOL - KASEYA:

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes communication, Reporting & risk
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAMWORK:

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
• Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO

SKILLS & ATTRIBUTES

DESIRED:

• A love of (and ability to) Solve Problems & Challenges
• Advanced understanding of support tools, techniques, and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices
• Advanced experience and knowledge of working with the Microsoft 365 Platform

• Advanced knowledge of IT Applications, Software & Hardware

• Great Communications skills, founded in being a good listener
• An understanding of support tools, techniques, and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems, and network systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• IT literate – Advanced user level
• A deep desire to deliver an amazing Client Experience
• The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE:

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience and knowledge of working with the Microsoft 365 Platform
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working for a Managed Service Provider (MSP) / IT Support Business.

PERKS

• We have Health / Dental and Vision covered!
• An easy-going environment and culture (we all enjoy what we do)
• A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH
For someone looking to progress their role, the Senior Network Engineer naturally leads into roles such as Solutions Architect, Virtual CTO, or Service Delivery Manager.