Service Desk Engineer

In this position, you will be responsible for providing Tier III level remote and desk-side "white glove" support, ensuring effective resolution of backend system tickets and successful performance of infrastructure and server maintenance. You will liaise with clients, improving their technical systems and ensuring their complete satisfaction.

Responsibilities:

1. Respond to and resolve backend system tickets including but not limited to physical disk status, event log errors, virtual disk space, DHCP/DNS management.
2. Perform infrastructure/server maintenance tasks including firewall firmware updates, switch updates, Dell Lifecycle, ESXi upgrades, and server patching.
3. Provide seamless support for Microsoft 365, Windows Server, Virtualization/ESXi, Backup systems, Antivirus/MDR Systems, Multi-Factor Authentication, E-mail Security Services, and PSAs such as Autotask or Connectwise.
4. Familiarize with Azure AD, Zerto/Veeam/Disaster Recovery, small business integrations, M365 Backup Systems, Microsoft MFA, DUO, Mimecast, SOPHOS, Threatlocker, and Datto RMM/LogMeIn.
5. Use relevant programming languages for automation scripting tasks, manage VoIP systems, and gain experience with industry-specific applications in law, architecture, and finance.
6. Proven experience as a Service Desk Engineer or similar role within an MSP environment.
7. Extensive knowledge of backend system management and infrastructure maintenance.
8. Proficiency with Microsoft 365, Windows Server, Virtualization/ESXi, and PSAs.
9. Familiarity with Azure AD, Zerto/Veeam/Disaster Recovery, M365 Backup Systems is beneficial.
10. Skills in automation scripting, VoIP systems, and industry-specific applications in law, architecture, and finance.
11. Excellent communication and interpersonal skills.
12. Strong analytical and problem-solving abilities.
13. Availability to provide remote, after-hours, "on-call" support as needed.
14. Ability to work onsite in Boston 2-3 days a week.