Systems Engineer

Summary

Join TurnPoint, a leading Managed Service Provider (MSP), as a Systems Engineer and drive the successful delivery of advanced technical projects. You will act as the primary liaison between clients and the internal technical team, ensuring smooth project progression and escalating technical issues when necessary. This role requires strong technical expertise in various Microsoft technologies, including Windows Server, Azure, and Office 365, as well as project management skills. You will also be responsible for internal documentation and continuous improvement of service quality. The position offers a competitive salary and is a remote role. This is a unique opportunity to contribute to a transformative journey for both TurnPoint and its clients.

Requirements

Ability to move equipment and lift 50 lbs. as required

Responsibilities

• Act as primary liaison between clients and internal technical team
• Utilize effective communication skills to properly inform and apprise the team of issues
• Walk clients through the problem-solving process in plain language terms, on their tech level
• Ensure proper recording, documentation and closure of all client inquiries using online tools
• Conduct review of client monitoring and backups pertaining to tech projects, escalating issues as needed to CTO
• Perform daily technical client work remotely
• Work efficiently through your projects and tasks to ensure that deliverables are met in a timely manner, while also allowing for the unexpected without letting it derail other projects
• Close support issues within Service Level Agreements – keeping us on time and budget
• Self-assign tech work
• Troubleshoot and deliver accurate tech work
• Effectively utilize online tools: ZenDesk, Asana, OneNote and other tools as required
• Ability to move equipment and lift 50 lbs. as required
• Self-drive continued learning activities including technical certifications as required
• Record and document tech processes into TurnPoint Tech Manual
• Record and document client environments to maintain current client technical documentation
• Identify missing documentation, initiate, and complete supplemental documentation where needed
• Lead our standing engineering meeting (3x a week, with varying frequency during busy times)
• Assist with new client onboarding (from the potential new client assessment, TurnPoint Security Package, network and computer replacement projects, licensing migration, on-premises to cloud migrations, etc.)
• Organize daily activities based on the current projects and goals of the organization
• Monitor projects and oversee all projects (even ones you are not directly responsible for) to ensure deliverables and goals are met
• Work with senior management to revise plans for the team (including resource allocation)
• Ensure that team members have access to the necessary resources (hard and soft resources)
• Work with direct managers to ensure expectations and due dates are being met
• Improve time efficiency and velocity of task completion across the team
• Exemplify and champion superior client communication and service
• Emphasize quality, continuous improvement, and high performance
• Enact and champion company policies
• Balance support ticket threads, task execution, and project work for timely completion
• Function as a customer success escalation resource (particularly in the 8AM – 11AM ET window)
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through
• Mentor and train the tech team, including project management, customer success, best practices, etc
• Obtain and maintain technical certifications as required
• Other duties as assigned

Preferred Qualifications

• Experience Preferred Windows 11+
• Windows Server 2022+
• Apple Operating Systems
• Microsoft 365
• Microsoft Azure
• Microsoft Intune & Autopilot
• Microsoft Defender & Sentinel
• Microsoft Azure Virtual Desktop
• Microsoft Lighthouse & GDAP

Benefits

This is a remote role