About the Position:
We are looking for a Systems Engineer to lead customer onboarding, collaborate with project teams, and develop customised transition plans for a seamless move into our Managed Services. This role also provides expert technical support to customers, escalates issues for the Service Desk team, and mentors junior team members. Additionally, the Systems Engineer will contribute to the development of internal processes, automation, system deployment, and enhancements within the Managed Services team.
Key Responsibilities:
- Lead the Managed Services onboarding process and projects, from planning to execution.
- Collaborate with project teams to ensure smooth transitions to Managed Services.
- Assist the sales team in pre-sales activities for new Managed Services opportunities.
- Drive system automation and process improvement within the Managed Services team.
- Create and implement Change Request and Test Plans for significant changes in customer environments.
- Troubleshoot and resolve complex client IT issues promptly.
- Handle escalated tickets from the level 1 and 2 team as needed.
- Provide input on the operations and processes of the Managed Services team.
- Train and mentor junior team members.
- Strong experience with Microsoft 365, SharePoint Online, Microsoft Teams, Entra ID/Conditional Access, Intune, Azure Virtual Desktop, Azure VM, storage, and virtual networking.
- Knowledge of server infrastructure management, including Hyper-V, VMWare, Group Policy, Active Directory, Network Policy Server, and Remote Desktop Services.
- Experience with Remote Monitoring and Management (RMM) tools, particularly Kaseya RMM (highly desirable).
- Previous experience in a Managed Service Provider (MSP) environment.
- Strong understanding of networking principles and technologies like DNS, DHCP, NAT, and Wi-Fi.
- Experience deploying office networks, including LAN, WAN, firewalls, switches, and Wi-Fi.
- Familiarity with Fortinet and Cisco Meraki (desirable).
- Experience with AvePoint solutions, including Policies & Insights, Fly, Cloud Backup, and Opus.
- Proactive approach to identifying and completing tasks.
- Ability to manage and configure a variety of systems and adapt to new systems as needed.
- Career progression supported by a learning platform and role/team pathways.
- Flexible working hours and locations, with WFH options.
- Additional leave benefits including birthdays off, service recognition leave, and purchased annual leave.
- Option for a 9-day fortnight.
- Reward and Recognition Program.
- Team social events including running/walking clubs and hiking adventures.
- Employee Assistance Program.
- Employee Referral Program.
