Service Support Engineer

About the Role

Service Support Engineer provides technical assistance and troubleshooting to clients or internal teams regarding hardware, software, or infrastructure issues. They act as a bridge between users and development teams, ensuring smooth system operation and efficient problem resolution.

What You Will Do

Essential Job Functions:

• Background and understanding of technical cloud-based MSP workspace and environment.
• Debugging issues for various flavors of Windows, Linux, and Mac.
• Server administration (2008,2012,2016,2019)
• Domain Controllers, Active Directory, DNS, DHCP.
• RMM tools (Kaseya, SolarWinds RMM, Ninja)
• Monitoring alerting tools (Atera, NPM, SAM, DPA, PRTG, ManageEngine, Cacti, Zabbix)
• Alerts configurations and escalations (email, SMS, etc.)
• Backups (SolarWinds, Acronis, Symantec, Veeam, Veritas, etc.)
• Virtualization concepts (KVM, Citrix, VMware ESXi, Hyper-V)
• Private/Public/Hybrid cloud concepts (AWS, Azure, Google, O365, GSuite)
• OS patching/updating tools (SCCM, SCOM, WSUS, WDS)
• Proxy gateways/firewalls (Cisco ASA, McAfee, Barracuda, PFSense, TMG Forefront)
• Networking concepts (Switching, Routing, TCP/IP, OSI, VLAN, etc.)
• Experience with Enterprise Antivirus Software (Sophos, TrendMicro, Kaspersky)
• Good understanding of software and hardware techniques for x86 virtualizations.
• Analyze system logs and identify potential issues with computer systems.
• Talk to clients through a series of actions, either via phone, email, or chat, until theyve solved a technical issue.
• Responsible for documenting the configuration of the system.
• Effectively multitask and manage competing priorities
• Team player - ready to contribute whatever it takes or play any role on a team to get the job done
• Intune management experience
• O365 Products and MS CSP Portal: administering M365, licenses, tenants, subscriptions and operational best practices.

What Qualifies You

• BSc. Engineering degree (Electrical/Telecom/Computer)
• Preferred certifications (will be a plus) CCNA, MCSE, MCSA, MCITP, MOS, HCNA, HCIA, CCNA-SECURITY, SolarWinds SCP, VMware, Veeam, O365
• Highly technical, organized, and have excellent communication and people skills.
• A highly motivated individual who thrives in a fast-paced environment.
• Comfortable in both local and global working environments.
• Excellent time management & organizational skills
• A friendly, positive, and customer-driven attitude