IT Service Managment (ITSM) - Systems Engineer Tier 3

A Systems Engineer T3 in IT Service Managment (ITSM) plays a crucial role in providing technical support and assistance to clients who have outsourced their IT services to the MSP. The primary responsibility is to ensure that clients' IT systems are functioning effectively and to promptly resolve any technical issues that may arise. Here's a comprehensive job description for a Systems Engineer in an MSP:

Job Title: Systems Engineer Tier 3

Job Overview: As Systems Engineer within our IT Service Managment (ITSM), you will be responsible for delivering high-quality technical support to our clients. You will troubleshoot and resolve hardware, software, and network issues, ensuring that our clients' IT environments operate efficiently and effectively.

Responsibilities:

1. Client Support:

   • Provide escalation level technical support to clients via phone, email, or remote assistance.
   • Resolve hardware and software issues promptly to minimize downtime.
   • Document all client interactions, troubleshooting steps, and resolutions in the ticketing system.

2. Incident Management:

   • Manage and prioritize support tickets based on urgency and impact on client operations.
   • Handle escalated issues from lower-level support or other teams when necessary.
   • Communicate with clients to provide status updates and ensure satisfaction with the resolution.

3. Remote Troubleshooting:

   • Diagnose and resolve technical issues remotely using remote desktop tools and other support technologies.
   • Guide clients through step-by-step solutions and provide clear instructions.

4. Hardware and Software Support:

   • Provide support for desktops, laptops, printers, mobile devices, networking, system infrastructure and other system peripherals.
   • Install, configure, and troubleshoot software applications.

5. Network Support:

   • Troubleshoot advanced network issues, including connectivity problems.
   • Perform network hardware deployments, upgrades and replacements as needed.
   • Collaborate with other engineers for more complex network issues or deployments.

6. Proactive Monitoring:

   • Monitor client infrastructure systems using remote monitoring tools.
   • Identify and address potential issues before they cause disruptions. 

7. Documentation:

   • Maintain accurate documentation of client environments, configurations, and issue resolutions.
   • Contribute to the knowledge base for common issues and solutions.

Requirements:

• Education: Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Experience: 5+ years previous experience in a service desk or technical support role, preferably within an MSP environment.
• Technical Skills:
  • Familiarity of various infrastructure appliances, Firewall, Switches, Wireless, Hyper Visors and Storage.
  • Proficient in troubleshooting Windows desktop/server and Mac operating systems.
  • Functional knowledge of Microsoft Office 365 stack and other productivity tools.
  • Experience with remote support tools.
• Communication Skills:
  • Strong verbal and written communication skills.
  • Ability to explain technical concepts to non-technical users.
• Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent certifications are a plus.

Working Conditions:

• This role may require occasional on-site visits to client locations.
• Rotational on-call responsibilities may be required.

In addition to technical skills, a successful Systems Engineer in an MSP should possess excellent customer service skills, be able to work in a fast-paced environment, and adapt to new technologies and tools.