Position Summary and Primary Objectives

• The Systems Engineer role is to provide support and perform maintenance within the client organizations computing environment utilizing Endpoint Management technologies.
• The Systems Engineer will also manage, provide support on and maintain client Microsoft 365 environments including services such as Exchange Online, SharePoint, Teams, etc.
• The Systems Engineer will also troubleshoot problematic areas using either one of the following ways; onsite visit, via telephone, email or remote support.
• The Systems Engineer will serve as a 3rd level of escalation for the Service Desk attending to more intricate service requests or requests which require a higher level of permissions

Requirements:

Qualifying Experience

• 4-5 years’ experience supporting Microsoft on premise and cloud environments.
• Experience supporting MacOS
• Experience with N-Able products including N-Central, Cove Data Protection and Mail Assure.
• Experience with Office 365, Exchange Hybrid Configuration, SharePoint, Teams, as well as other Office 365 applications.
• Experience maintaining a thorough understanding of existing and emerging Microsoft 365 core technologies
• Experience installing/uninstalling software, patches, updates on Desktops and Laptops.
• Advanced understanding and troubleshooting, of how a network functions/communicates/integrates with end devices and systems.
• Knowledge of networking hardware, cable, Wi-Fi, fibre, switches, routers, access points.
• Knowledge of WAN technology 3G, Diginet, ADSL, Satellite, etc.
• Knowledge of TCP/IP networks, troubleshooting, diagnostics, VPN troubleshooting, routing.
• Knowledge of printers: installing of network/USB printers, configuring scanning, sharing, physical setup and troubleshooting.
• Knowledge regarding, routers (logging into a router. basic configuration)
• Knowledge of anti-virus and virus removal.
• Correct loading & reloading procedures of computers and servers, restoring of data, loading of drivers & software.
• Extensive Server knowledge: sharing, security, Active Directory knowledge, Server Virtualization and security hardening.
• Customer Service experience

Education and Training

• Grade 12
• A+
• N+
• MCITP/MCTS/MCSA
• MS-900, AZ-900 (Additional certifications such as MS-740, MS-203, MS-500 and MS-700 a benefit)
• MS-102 or equivalent (MD-102 as beneficial)
• Other IT related certifications may be presented

Main Duties / Key Accountabilities

• Provide professional and proactive administration for Microsoft 365 and related applications available in the Azure platform
• Assist with the setup, configure, maintenance and support of Microsoft 365 tenants on behalf of customers.
• The position responsibility requires independent analyses, communication and problem solving.
• Work is performed with little supervision and requires initiative and judgment.
• To Progress/close incidents to satisfactory conclusion on the incident system.
• Works with vendor support contacts to resolve technical problems.
• To provide a mentor and training role to co-workers.
• Some level of Technical Pre-Sales assistance to customers is expected.

Other Duties as required

• Personal Attributes and Skills Required
• Rise to the occasion when presented.
• Own car and valid driver’s license.
• Will need to mentor lower level support staff