Job Summary: Abacus’s Level Three Support - Engineer 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 interactions - Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues - Assist clients with the design and implementation, installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking, and software - Troubleshoot and resolve client emergencies with minimal oversight, persevering until resolved - Work with vendor representatives to resolve software and hardware issues - Install and/or upgrade Microsoft Server Operating Systems - Perform advanced virus, malware, and ransomware mediation - Provide professional-quality server room cable management - Create and maintain high-quality, detailed documentation - Resolve complex backup issues and perform restore testing - Notify Client Success Managers when outdated equipment causes repeated issues - Install, configure, and support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments - Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes - Communicate with clients as required, keeping them informed of incident progress and notifying them of impending changes or agreed-upon outages - Remain accountable for continued customer satisfaction, coordinate all activities with the client, assist with client training, and represent Abacus in a professional manner Qualifications and Education Requirements: - Associate’s degree in a technology-related field required - 5–7 years of systems engineering experience required - 5–7 years of experience working in Microsoft environments required - MSP-specific experience preferred - MCSA: Server Infrastructure 70-410 preferred - MCSA: Server Infrastructure 70-411 preferred - MCSA: Server Infrastructure 70-412 preferred - MCSA: O365 MS-100 certification preferred - MCSA: O365 MS-101 certification preferred Knowledge, Skills, and Abilities: - Windows 2016/2012 Servers - Active Directory - SharePoint - Exchange Servers - Backup technologies - Internet, DNS, email, and communication issue troubleshooting - VMWare - Citrix - VPN - Terminal Services - VoIP - Voicemail - Analog systems - Vendor-specific hardware and software Engineer, Enterprise Service De… Attributes That Will Drive Success: - Strong problem-solving and client relationship skills - Excellent verbal and written communication skills - Ability to learn and retain new technology skills and troubleshooting processes - Strong team-player mentality - Ability to remain calm and present yourself professionally in high-stress situations - Adaptability and willingness to alter shifts and job requirements to meet the needs of clients and Abacus - Ability to complete all required training and follow all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories - Demonstrates a proactive approach toward safety, health, and quality in compliance with all Company, governmental, and customer requirements