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New Charter Group · 1 month ago

Managed Services Systems Engineer ll

Sacramento, CA

Full-time

Onsite

Mid Level

$27/hr - $35/hr

3+ years exp

New Charter Technologies is committed to creating an inclusive environment and is seeking a Managed Services Systems Engineer ll. The role involves addressing customer queries, resolving technical issues, and providing mentorship to helpdesk technicians while ensuring high-quality service delivery.

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Responsibilities

Closing 7 client-facing tickets per day that are escalation and more advanced in nature

Having a billable rate of 85% or more per day

Closing out escalated helpdesk tickets quickly and efficiently

Provide mentorship and guidance to helpdesk technicians on escalated tickets

Ability to comfortably handle onsite requests that could pertain to many issues such as:

Systems down

Printer failure

Network failure

Environmental slowness and bandwidth issues

Workstation failure

Server failure

Following troubleshooting best practices and escalation policies to ensure ticket timeliness

Demonstrate a strong sense of customer service for all our clients

Document your time in our ticketing system live and be up to date by end of date

Document your work in your ticket clearly and accurately

Stay up to date on current technology in order to adequately perform your duties

Ability to oversee multiple clients as their “Lead” to ensure their environments are in top shape and maintained by following regular maintenance best practices and good documentation methods

Comfortable and willing to travel to client onsites

Qualification

Network InfrastructureWindows Server OSActive DirectoryCompTIA A+CCNATCP/IPAnalytical SkillsTroubleshooting AbilitiesMicrosoft 365Communication Skills

Required

Must be located within or around Sacramento

Closing 7 client-facing tickets per day that are escalation and more advanced in nature

Having a billable rate of 85% or more per day

Closing out escalated helpdesk tickets quickly and efficiently

Provide mentorship and guidance to helpdesk technicians on escalated tickets

Ability to comfortably handle onsite requests that could pertain to many issues such as: Systems down, Printer failure, Network failure, Environmental slowness and bandwidth issues, Workstation failure, Server failure

Following troubleshooting best practices and escalation policies to ensure ticket timeliness

Demonstrate a strong sense of customer service for all our clients

Document your time in our ticketing system live and be up to date by end of date

Document your work in your ticket clearly and accurately

Stay up to date on current technology in order to adequately perform your duties

Ability to oversee multiple clients as their 'Lead' to ensure their environments are in top shape and maintained by following regular maintenance best practices and good documentation methods

Comfortable and willing to travel to client onsites

Preferred

Minimum 3-5 years' experience as a Helpdesk Technician and escalation strongly preferred

Knowledge of advanced Network & Server Infrastructure so that you can comfortably resolve higher level escalations without the assistance of others

Advanced Knowledge of: Windows 10 & 11, Windows Server OS, Active Directory, Group Policy, Microsoft Suite, Microsoft 365, Wireless, TCP/IP, Routers/Firewalls (Cisco / Sonicwall)

Effective analytical and troubleshooting abilities

Superb communication skills, including effective facilitation, listening, and writing

Ability to express thoughts in a clear and concise manner

Demonstrated analytical thinking, problem solving and decision-making skills

Familiarity with ConnectWise, Auvik, Slack, Microsoft Office Products

CompTIA A+, Network +, or Security +, CCNA, CCENT

Desire to continue to learn and grow

Highly organized and process driven

Affinity for technology

Strong integrity with the ability to work in a highly confidential manner

Collaborative and flexible with a consultative mindset

Precise and detailed, delivering consistently high-quality results