Support Desk Systems Engineer II

Marco is a one-stop shop for all things business tech. Our employees are “movers and shakers” and our company is always striving to do what’s right. Does this sound like a culture you want to be a part of? We’re hiring a new team member to help take Marco’s technology further. More about us. We do it all – from copy and print solutions to IT and managed services. We are an organization led by salespeople with 650+ engineers ready to fix any and all issues. We have offices in 12 states and service nationally. Join our growing team. You won’t regret it.The Support Desk Systems Engineer (Tier 3) is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction.  You will provide remote technical support to Marco clients in addition to functioning as an escalated issue advisor to team members through troubleshooting support and mentoring.  

Main Responsibilities:

• Provide expert technical support and remote help desk services to Marco clients, per Service Level Agreement requirements
• Work directly with vendor contacts to troubleshoot complex issues impacting client environments.
• Investigate resolved issues to identify and implement improvement plans relating to processes or technical limitations.
• Conduct Root Cause Analysis to prevent issues from reoccurring
• Review current systems and make technical/process recommendations for improving efficiency
• Act as a mentor and technical support advisor for team by assisting with escalated issues.  Provide troubleshooting, coaching and training for team members to enhance ability to handle similar situations in the future
• Identify reoccurring issues in client’s environment and proactively provide recommendations to improve efficiency, performance and reliability of client’s network
• Maintain client documentation
• Perform technical reviews to verify that client’s technology aligns with what Marco can support and provide approval of customer’s technology set
• Stay up to date with relevant state-of-the-art technology, equipment, and/or systems
• Accurately maintain documentation and comply with service administrative procedures in a timely basis to include time entry
• Maintain call center expectations
• Attend required company and department meetings
• Act in accordance with Marco policies and procedures as set forth in the employee handbook.
• Perform other related duties as assigned by direct manager or supervisor

Skills and Experience:

• Solid understanding of the network operating systems, applications and services found in a client environment
• Proficiency with business collaboration tools such as MS Office applications and Visio
• Communication – Must possess strong communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relations among all levels of an organization
• Commitment - This is needed to see a project or task from start to finish. Showing that you are a hard worker and committed to your job and improving yourself shows you can take something on and finish it
• Initiative - Being able to demonstrate that you can handle problems on your own and deal with them. Not waiting to be told what to do when you see a problem.
• Confidence - When you are assured of your own ability it shows you may need assistance for  the tough situations that can arise
• Collaboration- The ability to work with others on a combined task, make contributions to the task and share the responsibility of the outcome
• Time Management - Your ability to prioritize several tasks and keep them running simultaneously (multitasking). Also being able to recognize and respond to changing priorities in order to meet deadlines
• Enthusiasm - You need to be able to motivate yourself.
• Change Champion – Be adaptable and open minded to constant change, stay optimistic and drive for continual improvement.
• General knowledge of virtualization, network systems, SAN technology, storage, applications, operating systems, servers, remote access protocols, and authentication.

Qualifications:

• Bachelor’s Degree and 2+ years of experience or equivalent experience
• Minimum 2 years previous related experience
• Subject matter expert with several of the following systems: AD Connect, HyperV, RDS / RDP, VMWare / VDI, Radius, Duo, Azure, M365, Intune, Autopilot, Teams, FSLogix, Citrix

Benefits: We’re not just competitive when it comes to business tech – we’re also pretty proud of what we offer our employees. Our benefits include medical, dental, and vision insurance. We also have paid holidays and vacation, 401k with generous company match, flexible spending accounts, employee purchase program, employer-paid life insurance, voluntary-term life insurance, short and long-term disability, critical illness and accident benefits, and pet insurance. Yes, we care about your furry family too.    To apply (and to learn more about what makes us great), visit: www.marconet.com/careers EEO/AA