MSP Systems Engineer

100% remote - must be able to work Pacific Time Zone hours.

Clare Computer Solutions is a long-established & highly respected MSP based in northern California.

The Systems Engineer is the “Subject Matter Expert” for the business systems and environment specific to an assigned group of Managed Clients. Responsible for technical escalations and best practice enablement, the Systems Engineer’s core focus is the uptime, stability, and security of client systems. It is important that our Managed Services Systems Engineers embodies our company core values: Respect, Teamwork, Client First Mentality and Self Improvement.

Reporting Structure

The Systems Engineer I, II, and III will report to the Systems Engineering Team Lead

Roles & Responsibilities

• The Systems Engineer is responsible for systems administration and remediation for assigned clients.
• The SE will be responsible for environment upgrades, configuration changes, and cloud transitions associated with aligning their managed clients with CCS’ defined Best Practices.
• The Sys Engineer will preferentially manage technical escalations from the Service Engineering group associated with their clients.
• The SE will work with the vCIO\Sales Engineers to supply technical specifications associated with new hardware and software purchases.
• Lead Implementation Engineer and oversight of client office moves.
• With oversight of the client’s cloud and on-premise business systems and associated infrastructure, the Systems Engineer will work closely with the vCIO to identify opportunities to consolidate, bolster, and further secure systems and data.
• Remediation of any conditions impacting the stability and uptime of the business systems and network infrastructure.
• Lead Implementation Engineer on Managed client projects, working with Subject Matter Experts where required.
• The Sys Engineer will be prepared to visit client sites in person, if the nature of the work requires on-site hands.
• Responsible for the implementation of “in-kind” upgrades associated with network infrastructure and business systems for Managed clients.
• Responsible for the maintenance, upkeep, and accuracy of all client documentation.
• Participation in new business onboarding engagements, including the rollout of CCS management tools and documentation.
• Lead Engineer on new business or client conversion “Baseline” projects.
• Responsible for co-authoring Incident Reports with the vCIO, including a summary, impact, root cause analysis, and recommendations.
• Vendor coordination, when required to remediate an impactful issue or proactively update an application.
• Write infrastructure scripts to automate manual tasks to streamline operational tasks
• In depth knowledge and constant training on all MSP products and solutions
• Participation in client-facing meetings, including new business or converted client kick-offs and project-related meetings.
• Routinely complete environment best practice checklists and present analysis to vCIO.
• Work with the vCIO to complete environment audits and true-up exercises.
• Observe established ticket assignment, time entry, and escalation protocols.
• Responsible for the authoring and upkeep of new user setup procedures, former employee offboarding procedures, and workstation build playbooks.
• Offer recommendations and input to management in terms of operating efficiency and standards.
• Success Metrics for the role include:
  • Client environment alignment with Best Practices
  • Completion of quarterly audits and annual security gap analyses
  • Contributing to a positive user technology support experience, as measured by CSATs and successful project execution and follow-up.
  • Responsiveness, as gauged by internal Ticket escalation SLA’s.

General Operations

• Track time, billing, and expenses in the firm’s line of business application, observing established protocols.
• The Systems Engineer will participate in weekly internal check-in meetings with other members of their managed client account team, including the vCIO and Service Engineers.
• The Systems Engineer will meet regularly with the Team Lead in a “one-on-one” format.
• The Systems Engineer will participate in “Service Delivery Team Meetings” with members of management.