Resident System Engineer (L1/L2)

At GEEKS Technologies, we’re on a mission to simplify technology for everyone.

As a leading Managed Service Provider (MSP), we focus on delivering seamless IT solutions that drive success for our clients — but it’s our people-first approach that sets us apart. We believe that when our team thrives, the business thrives. We’re looking for a new addition to our team for a Resident Engineer role — are you ready to make an impact? If you're passionate about technology, problem-solving, and enjoy working closely with clients to drive real solutions, then this is the role for you.

1.     Server & Network Administration (L1/L2)

·      Server Management: Oversee installations, updates, and troubleshooting related to server performance, access, and security.

·      Network Configuration: Configure and optimize network infrastructure to ensure seamless connectivity and compliance with security standards.

·      Incident Response & Resolution: Act promptly to troubleshoot and resolve server and network issues, minimizing client downtime.

·      Performance Monitoring & Reporting: Monitor server and network health, providing detailed reports and insights to clients and management.

2.     NAS & Cloud Backup Solutions (L1/L2)

·      Data Backup & Recovery: Implement, monitor, and troubleshoot cloud backup solutions to ensure regular data backups and system redundancy.

·      Storage Management: Configure and maintain NAS devices, managing disk usage, RAID configuration, and firmware updates for optimal storage performance.

·      Backup Testing & Documentation: Regularly test backup and recovery protocols, ensuring reliability and creating thorough documentation.

·      Cloud Services Expertise: Support cloud-based services (e.g., Office 365, G Suite) and manage cloud storage environments per client requirements.

3.     End-User Support (L1 & L2)

·      Technical Assistance: Provide timely and professional support to end-users, troubleshooting software, hardware, and connectivity issues.

·      User Account Management: Handle onboarding/offboarding, password resets, access rights, and email configurations, adhering to security protocols.

·      Hardware Support: Diagnose and resolve hardware issues with desktops, laptops, and mobile devices to maintain high productivity.

·      Remote & Onsite Support: Use remote support tools for quick fixes and offer hands-on support when necessary to resolve complex issues.

4.     Client-Focused Communication & Relationship Management

·      Professional Presentation: Maintain a presentable and professional appearance, embodying the standards of Geeks Technologies.

·      Clear Communication: Communicate with a respectful, humble, and client-centered tone to build strong client relationships.

·      Service Documentation: Keep detailed service records, documenting every interaction to ensure continuity and transparency.

·      Consultative Approach: Engage with clients to understand their business needs, suggesting proactive IT improvements.

5.     Technical Proactivity & SLA Adherence

·      Proactive Monitoring: Use monitoring tools to anticipate and address potential issues, implementing preventive measures.

·      SLA Alignment & Compliance: Ensure all services are delivered within defined Service Level Agreements (SLAs), staying vigilant to meet or exceed response and resolution times.

·      Efficient Escalation: Recognize when issues require L3 support, escalating effectively and providing comprehensive case information.

·      Continuous Improvement: Identify recurring issues and suggest enhancements to avoid future incidents, supporting process improvement.

6.     Flexibility and Dependability in Client Service

·      Adaptability: Respond to evolving client needs, maintaining flexibility to handle unexpected challenges.

·      Commitment to Resolution: Remain engaged until full resolution, ensuring reliable, uninterrupted client support.

·      After-Hours Support: Offer support outside standard hours for critical issues, enhancing client trust and satisfaction.

7.     Qualifications:

·      Educational Background: Bachelor’s degree in IT, Computer Science, or a related field. Relevant certifications like ITIL Microsoft, CompTIA are a plus.

·      Technical Expertise: Proven experience with server administration, NAS configuration, cloud backup management, and end-user support.

·      Experience: 3+ years in a similar role, ideally within a Managed Service Provider (MSP) or as a resident engineer with direct client interaction, with a demonstrated ability to meet defined SLAs.

·      Professionalism: High standard of personal presentation, communication, and customer service.

·      Soft Skills: Go-getter attitude, client orientation, humility, strong problem-solving skills, adaptability, and effective communication.

·      Technical Certifications (preferred but not required): Certifications like CompTIA A+, ITIL Foundation, and cloud platform certifications (e.g., Microsoft Azure, AWS).