Senior Systems Engineer (Level 3)

Job Description

Description:

COMPANY

Parachute is a Managed IT Service Provider. We have a friendly and supportive work environment, with a hands-on leadership team. Our client base is comprised of a wide variety of businesses, professional service firms, and non-profit organizations located in San Francisco, the East Bay, along the Peninsula, the South Bay, and throughout the Sacramento Valley with many with national and international remote offices.

POSITION

In this position we are looking to add a highly experienced individual to adhere to a level of technical expertise and customer service professionalism. The Service Desk (also known as Help Desk) team is located in both US and Philippines and is an important and essential part of our company. Day-to-Day activities include working on escalations, server work, coordinate mini projects for customers, and supporting the team as needed. This is a fantastic career opportunity for a proactive, highly motivated individual who wants to utilize his or her current tech skills and leadership knowledge. Occasional local client visits may be required.

The ideal candidate will have solid tech skills, with the ability to quickly and efficiently triage issues. Responsibilities include, but are not limited to:

Handle Escalation Tickets.

Review Quality of Tickets.

Act as a Mentor

Assist with “mini-projects” assigned by the Director of Professional Services

Troubleshooting PC and Mac issues via remote login or occasional onsite visits

Updating client IT documentation and tickets

Contacting vendors on behalf of clients

Act as subject expert for malware and virus issues

Maintain and troubleshoot Microsoft 365 environment as senior resource

Troubleshooting Azure environments, including servers, workstations, and AAD

Requirements:

Required Technical Skills:

Ability to easily troubleshoot and resolve PC and Mac-related hardware, software, operating system, email, printing, and network issues

Strong familiarity with both Mac OS and Windows

Strong familiarity with Windows server services and differences between on premise and cloud environments

Strong familiarity with networked printers and print servers

Expert with Microsoft Office 365 and on-premise mail connectors

Expert with Google Suite Email

Expert understanding of mail flow in Exchange Online, Google mail, and third party email filtering solutions, with an ability to troubleshoot mail delivery issues.

Expert with Microsoft Word, Excel, Powerpoint, and Sharepoint (Desktop & Online)

Expert with Active Directory, Azure AD, and Azure AD Connect

Expert with Single Sign-On Technologies

Highly experienced with Meraki Networking

Highly experienced with Cisco Secure Firewall and Cisco FTD

Highly experienced with VMware and Microsoft Hyper-V

Highly experienced with Cisco Catalyst Access points and wireless controllers.

Highly experienced with Mobile Device Management and Microsoft SCCM

iPhone/Android setup, configuration, and sync-issue resolution

Virus/malware removal and prevention

Familiarity with an IT service ticketing system and creating IT documentation

Troubleshooting and investigating email compromises within Microsoft 365 environments

PowerShell/Azure PowerShell scripting a major plus

Required Personal Skills:

Excellent verbal and written communication skills

The ability to work independently as well as with our team

Reliable, on-time, personable, and customer-focused

The ability to multi-task and work across a range of IT issues with various timelines and priorities

Poise and patience during phone-based tech support and potential onsite visits

Solid writing skills to document work completed and create/maintain IT documentation for clients

Comfortable working with a variety of clients, other techs, and HW/SW vendors

Energetic, able to switch gears quickly from job-to-job / task-to-task

Desire to learn; independently and on the job

Experience

Minimum 10 years of experience in the IT support industry working with business environments

Minimum 10 years of remote/help desk experience, ideally in a managed IT service environment

Minimum 3 years of experience in a senior engineering role

Experience with ConnectWise ticketing system is a major plus

Certifications Required (both)

M365 Certified: Admin Expert

CompTIA Server+

Certifications Required (1 of below)

CompTIA Net+ (or Cisco CCNA)

Microsoft Certified: Azure Administrator Associate

BENEFITS

Quarterly compliance bonus plan

Medical

Dental

Vision

Life Insurance

401k + company matching

15 paid days off (vacation and sick) to start

Paid Major holidays

Paid day off for your birthday

Full-time