Engineer, Enterprise Service Desk

Job Summary:Abacus's Engineer, Enterprise Service Desk role is responsible for the design and implementation of customer facing and internal systems, including public and private cloud environments as well as on premise infrastructure and telephony systems, all while providing a world class client experience daily. In addition to leading projects, Level Threes provide escalation support to all service delivery team members.Responsibilities (including, but not limited to):Deliver an excellent customer experience in all interactionsResolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issuesAssist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and softwareTroubleshoot and resolve client emergencies with minimal oversight, persevering until resolvedWork with vendor representatives to resolve software and hardware issuesInstall and/or upgrade Microsoft Server Operating SystemsPerform advanced virus, malware and ransomware mediationProvide professional quality server room cable managementResponsible for creating and maintaining high quality, detailed documentationResolve complex backup issues and perform restore testingNotifies Client Success Managers when outdated equipment causes repeated issuesInstall, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environmentsWork with clients to harden security posture through policy and advanced technologies according to Abacus standards and processesCommunicate with clients as required: Keeping them informed of incident progress, notifying them of impending changes or agreed upon outagesAccountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing MIT in a professional mannerExhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and AbacusComply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in MIT policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirementsLead teams on large, complex projects (i.e. system migrations, virtual server configurations with high availability, server and firewall installations, VPN tunnel configurations, SAN setups, etc.)Participate in project planning, solution delivery, mentoring and teaching improved processes to team membersServe as an escalation point to mentor all team membersPrepare and deliver staff training material to advance the skills of the technical teamFollow Abacus's defined processes, policies, service delivery standardsAll other duties assignedQualifications and Education Requirements:Associates degree in technology related field OR equivalent combination of education and work experienceA minimum of 5+ years of as a Systems Engineer or similar role, working in Microsoft EnvironmentsRequired certifications: MCSA: Server Infrastructure (70-410, 70-411, 70-412) or equivalent, MCSA: O365 (MS-100, MS-101), business and leadership experienceStrong understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, SharePoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issuesStrong working knowledge of VMWare, Citrix, VPN and Terminal ServicesStrong working knowledge of VoIP, voicemail, analog, and vendor specific hardware/softwareExcellent problem solving and client relationship skillsExcellent verbal and written communication skillsAbility to learn and retain new technology skills and troubleshooting processes, team player ,maintain calm and present yourself professionally in high stress situationsMSP specific experience strongly desiredAbility to commute to office on a hybrid basis