Client Support Engineer

Job Summary: As a Client Support Engineer, you will be the highest escalation point within the Service organization, providing deep and broad technical guidance and resolving complex issues for clients. With excellent technical and communication skills, you will collaborate effectively within the Service organization, while providing white glove service externally to clients.

Responsibilities (including, but not limited to the following):

• Respond to escalated issues from the helpdesk team in a timely fashion
• Ownership and follow up of escalated issues to resolution, including working directly with end users.
• Work with vendors and other services providers to resolve client escalated issues
• Provide off hours support on a rotating schedule every 2-3 months as escalation for helpdesk team
• Respond and action alerts from centralized management system to maintain health of platform
• Provide regular status updates on outstanding tickets and current projects
• Management of Multi-tenant hosted Exchange platform in a team-based environment.
• Management of Multi-tenant hosted Citrix platform in a team-based environment.
• Management of VMware virtualized environment a team-based environment.
• Have high interaction with Helpdesk and Account Management team and end users, fostering positive and effective working relationships

Skills:

• Advanced Knowledge of Microsoft Office365, Windows Server 2019/2022, Active Directory
• Knowledge of Azure Active Directory concepts and best practices.
• Strong understanding of networking concepts, TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls
• Knowledge of mobile device management software (Intune MDM, O365 Basic MDM)
• Knowledge of antivirus and anti-SPAM software (Proofpoint, Mimecast, SentinelOne, Trend A/V, etc.)
• Knowledge and experience working with Twilio, Cisco telephone products (Cisco UCM, Cisco IP handsets, and softphone(s) (Jabber, Teams Phone, Webex, Zoom)
• Experience with GSuite and Google Workspace.
• Experience with Meraki, Fortinet, Cisco (Firewalls, Switches, Access Points).
• Experience understanding and troubleshooting MAC OS and Apple products.
• Familiar with Storage Area Networks (Pure, Nimble, etc.) and Virtualization (VMware)
• Scripting knowledge (VB, Batch, WSH, PowerShell, Python)
• Highly logical thinker and skilled in identifying root cause of problems.
• Must be able to work both independently, with limited supervision, and in project team-oriented work groups.
• Must be able to work in a multicultural environment and must be seen as an ambassador of goodwill.
• Must have availability to work nights and some weekends should the need arise

Qualifications:

• Bachelor’s Degree in MIS, Computer Science or similar focus preferred
• Microsoft Certified and Microsoft 365 Certified a plus
• VMWare Certified Professional a plus
• Minimum 3 years of experience in a systems administration role
• 5+ years of experience in an IT role
• Ability to commute to office 3x/week

The Benefits of Working for Abacus:

• Exposure to a diverse array of technologies
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness program, and fun events