Strategic Systems, a Division of CEI – The Digital Office is looking for a Managed Services Engineer II to join our team. The Managed Services Engineer II provides direct help desk support services to our managed service clients. This position will interact daily with many different personnel – from C-level to non-technical business users – therefore a desire to maintain professional customer service and ticketing accuracy is necessary. The Managed Services Engineer II will work to efficiently maintain their ticket board, call que and onsite calls, while ensuring their tickets close with a high level of accuracy and communication with the customer. In the position you will assist with a wide range of calls, and technical support including, but not limited to, information systems, networked devices, services/desktops/laptops, and related software. This position will be expected to diagnose technical problems, so you should have knowledge of hardware, software, and system procedures. Besides being responsible for the ticketing que, the Managed Service Engineer II will provide client support for project work as specified. You will work toward achieving an extensive knowledge of Strategics’ product offerings while remaining flexible to the customer’s needs. Project work will require you to develop, test, design and/or implement systems/infrastructure to achieve the client’s desired outcome. This position will require on-site visits to the customer, and an in-office presence as needed.

Minimum Qualifications:

· Associates Degree in Computer Technology or Related Field and/or 2 years prior help desk experience
· Strong, client facing communication skills; you will be advising the client on account status, ticket changes, and answering general questions
· Ability to account for time and ticketing in ConnectWise with a keen eye for detail and accuracy; detailing work completed, and ticket status
· Experience working with Microsoft 365 Suite, Windows Servers, ConnectWise, Remote Desktop, Watchguard, and Datto a plus
· Knowledge of basic LAN/WAN troubleshooting necessary
· Strong organizational and documentation skills
· Works well with team members, and interacts positively in a team environment

Preferred Qualifications:

· Solid understanding of information security processes, procedures, and controls
· Microsoft Certifications
· WatchGuard Certifications
· Proficiency using RMM and PSA tools
· Bachelor’s Degree in Computer Science or related field