Systems Expert

Meriplex is a managed IT and SD-WAN solutions provider specializing in intelligent networks, cybersecurity, cloud communications and managed services for the enterprise market. Using a collaborative approach, we provide pioneering, secure and reliable solutions customized to advance business growth.

Meriplex has an opening within our Professional Services team for a Systems Expert. We are looking for candidates interested in joining an established customer focused organic growth team to drive value across our portfolio to include MSP, MSSP, telecommunications, and other (XaaS) IT solutions to our customers. Candidates should have experience and be familiar in assuming a leadership role in supporting the lifecycle of all Cloud solutions for our customers. We are looking for someone comfortable in physical presence on customer location as well as remote support out of our Houston office (77042). The successful candidate will be excited to lean on their previous experiences to provide our customers with technical solutions through thoughtful completion of initiatives while maintain current customer support requirements.

This role is based in Houston with travel focused in the Houston area but can include all of the continental US. This role will report to the Director, Professional Services and have colleagues in Houston and Dallas.

Key Responsibilities

• Proven ability to work effectively with and across all levels of business and IT contacts within large or complex organizations, mapping value back to all lines of Meriplex solutions.
• Responsible and accountable for providing excellent customer services to all assigned customers which is measure in the team and individual scorecard dashboards. Comfortable with highly visible KPI metrics throughout the organization.
• Provide various levels of support for customer networks across multiple technologies and vendors including but not limited to: RMM tools, VMware ESX/ESXi 6.x, Enterprise Cloud Backup Solutions, and Zerto.
• Interaction with key stakeholders helping to drive projects through the finish line and onward to improve customer experience. Build and maintain rapport and trust within the organization through frequent communication, responsive ownership of deliverables, and collaboration with colleagues.
• Desire to not just meet your goals but far exceed them.
• Develop and maintain a high level of working knowledge about Meriplex products, services, and solutions. Active participant in training sessions targeted to the Professional services team.
• 5+ years with any of the following: ConnectWise, Microsoft Hyper V, RMM tools, VMware ESX/ESXi 6.x, Enterprise Cloud Backup Solutions, and Zerto or combination experience required.
• 5+ years of mid-enterprise support or internal IT member support required.
• 3+ years of experience installing, upgrading, and maintaining Network Infrastructure Services (TCP/IP, DNS, DHCP)
• Advanced to expert knowledge of all major Microsoft Window operating systems and Office 365.
• Intermediate to advanced CRM skills, ConnectWise experience highly preferred.
• Proactive nature to complete actions independently.
• Proficient at handling escalated and/or elevated customer challenges with professionalism and respect.
• Excellent spoken and written communication, interpersonal, and relationship building skills.
• Bachelor’s degree from an accredited university/college preferred but not required. Equivalent experience and certifications can be substituted.
• CCNP – Collaboration/ Voice certification required.
• Work Schedule/Travel

• Standard Meriplex business hours of 8:00 AM to 5:00 PM with the ability to have a flexible schedule due to work volume and proposal deadlines are a must. Ability to travel up to 30% may be required based on customer requirements.

  Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Meriplex Communications and Meriplex Solutions do not accept unsolicited headhunter and agency resumes. Meriplex Communications and Meriplex Solutions will not pay fees to any third-party agency or company that does not have a signed agreement with Meriplex Communications and Meriplex Solutions.