The Cloud Systems Engineer is responsible for maintaining the design and integrity of the internal systems, including customer-facing hosted and cloud environments, as well as providing technical assistance to team members with system and network requests.
IT Support relating to issues with the internal systems and network infrastructure.
Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, Azure/EM+S/Intune/O365.
Support services for virtualization technologies: VMware, Citrix, and Microsoft.
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Working knowledge of Microsoft UC technologies: UCS/Lync 2010/Lync 2013/SfB 2015/SfB Online.
Work up to five or more projects at a time
Administer hosted and cloud solutions for customers using technologies that meet their requirements.
Support disaster recovery solutions.
Remote access solution support: VPN, Terminal Services, and Citrix.
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.
Document maintenance for all computer systems and network infrastructure.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction.
Ability to work in a team and communicate effectively.
Escalate service or project issues that cannot be completed within agreed service levels.
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
Document internal processes and procedures related to duties and responsibilities.
Responsible for entering time and expenses in ConnectWise as they occur.
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
Work through a daily schedule in ConnectWise that has been established through the dispatch process.
Work through project tickets and phases in ConnectWise as assigned by a Project Manager.
Enter all work as service or project tickets in ConnectWise.
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
Knowledge, Skills, and/or Abilities Required:
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
Diagnosis skills of technical issues.
Ability to multi-task and adapt to changes quickly.
Technical awareness: ability to match resources to technical issues appropriately.
Service awareness of all organization’s key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Self-motivated with the ability to work in a fast-moving environment.
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
7+ years of IT experience.
Managed Services experience
KMicro specializes in providing IT managed services. We leverage the full spectrum of our expertise in servers, desktops, applications, data and networks to create seamless, well-oiled IT infrastructures that allow our clients to focus on running and growing their organization. We also provide consulting services to help our customers make smart decisions on their IT investment lifecycle, and engage our resources from design all the way to implementation.
Simply put: we manage IT to enable better business decisions.