ABACUS
Technology
Engineer,EnterpriseServiceDesk
“Engineer, Enterprise Service Desk at ABACUS. Skills: Enterprise Service Desk, Cloud environments, On premise infrastructure, Telephony systems. Design customer facing systems. Implement customer facing systems”
What You'll Achieve.
Continued customer satisfaction
Industry & Context.
Problem solving; Troubleshooting; Root cause analysis
Commute to office
What They're Looking For.
Must Have
5+ years Systems Engineer, MCSA: Server Infrastructure, MCSA: O365, Windows 2016/2012/2008 servers, Active Directory, SQL, SharePoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues, VMWare, Citrix, VPN, Terminal Services, VoIP, Voicemail, Analog hardware/software, Vendor specific hardware/software, Problem solving skills, Client relationship skills, Verbal communication skills, Written communication skills, Learn and retain new technology skills, Troubleshooting processes, Maintain calm, Present professionally in high stress situations
Nice to Have
MSP specific experience
What You'll Do.
Design customer facing systems
Implement customer facing systems
Design internal systems
Implement internal systems
Provide world class client experience
Provide escalation support
Deliver excellent customer experience
Resolve service tickets
Resolve escalated service tickets
Provide guidance for aging issues
Provide guidance for complex issues
Resolve complex issues
Assist clients with design
Assist clients with implementation
Assist clients with installation
Assist clients with configuration
Assist clients with usability
Troubleshoot client emergencies
Resolve client emergencies
Work with vendor representatives
Resolve software issues
Resolve hardware issues
Install Microsoft Server Operating Systems
Upgrade Microsoft Server Operating Systems
Perform virus mediation
Perform malware mediation
Perform ransomware mediation
Provide server room cable management
Create detailed documentation
Maintain detailed documentation
Resolve backup issues
Perform restore testing
Notify Client Success Managers
Install virtual environments
Configure virtual environments
Support virtual environments
Harden security posture
Communicate with clients
Inform clients of incident progress
Notify clients of impending changes
Notify clients of agreed outages
Coordinate activities with client
Assist with client training
Comply with safety requirements
Complete required training
Follow MIT procedures
Follow MIT field guidelines
Follow MIT reporting requirements
Follow MIT technical advisories
Demonstrate pro-active approach toward safety
Demonstrate pro-active approach toward health
Demonstrate pro-active approach toward quality
Lead teams on large projects
Lead teams on complex projects
Participate in project planning
Participate in solution delivery
Teach improved processes
Serve as escalation point
Mentor all team members
Prepare staff training material
Deliver staff training material
Advance skills of technical team
Follow Abacus's defined processes
Follow Abacus's policies
Follow Abacus's service delivery standards
Perform other duties assigned
How You'll Work.
Team & Collaboration
Escalation support; Client Success Managers; Team members; Staff training
Communication Scope
Client communication; Incident progress; Impending changes; Agreed outages; Staff training
Process & Methodology
Project planning, Solution delivery
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