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Associate Systems Engineer
Net at WorkCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support for Mac OS and Windows environments, including troubleshooting hardware and software issues. Proficient in managing client documentation, operational procedures, and maintaining professional certifications while delivering exceptional customer service.
Highest-signal resume keywords
Technical Support ExperienceProficiency With Apple HardwareExperience With Office 365 Admin PortalA+/Network+ CertificationExperience At An MSP
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Support client environments and end users
- Assist with implementation projects
- Configure equipment and software to meet client business needs
- Document solutions for ongoing support
- Provide first-level technical support and ticket tracking
- Coordinate or perform remote desktop-level fixes, including software installation/upgrades, file backups, and system/application configuration
- Troubleshoot level 1 and some level 2 issues in Mac OS and Windows environments
- Troubleshoot hardware and determine fixes
- Follow standard operating procedures
- Perform post-resolution follow-ups
- Research and resolve technical problems
- Implement and maintain operational documentation and procedures
- Issue daily operations and project status reports as required
- Complete technical and special projects
- Enter time daily and keep tickets updated
- Maintain at least 32 hours of billable time
- Coordinate work assignments with Service Coordination
- Learn new technologies and solutions
- Maintain work calendar and update client documentation after network changes
- Maintain professional certification statuses and assist with vendor certifications
- Provide situational awareness briefs on high-profile clients/projects
- Own KPIs including average time to resolution, CSAT, employee utilization, and SLA adherence
- Deliver Professional Services SOW and client onboarding activities
Requirements
What you’ll need- Experience at an MSP, service desk, and/or corporate IT
- 2+ years of experience supporting small to mid-size clients as a technical support representative/consultant
- Exceptional written and verbal communication skills
- Exceptional ability to multitask
- Ability to be on-call and work after-hours where necessary
- Exceptional ability to adapt and learn new platforms and skills on the fly
- Exceptional sense of urgency
- Proficiency with Apple hardware, Mac OS, Google (G-Suite), Windows, Office 365, Intune, and MDM
- Experience supporting Outlook/Office 365 Admin Portal
- Experience managing and configuring Windows workstation/server OS security, sharing, patches, and group policies in a Windows Domain environment
- Experience with cloud storage and remote connectivity solutions
- Experience remediating AV-related issues
- Familiarity with ConnectWise Automate or a similar RMM solution
- Exceptional interpersonal, rapport-building, listening, and questioning skills
- College degree from an accredited four-year institution or relevant technical experience
- Previous customer support, sales, or technology experience
- A+/Network+ certification or equivalent experience
- Technical certifications preferred: Microsoft, Cisco, VMWare, MDM, SonicWALL, Fortinet, CompTIA
- Customer approval may be required for access to customer information, systems, and/or premises
Benefits
Comp & perks- Bonus eligibility
- Medical, dental, and vision insurance
- Accident, critical illness, and hospital indemnity insurance
- Employee Assistance Program (EAP)
- Life and AD&D insurance
- Short- and long-term disability insurance
- Flexible Spending Accounts
- Transportation and Parking Accounts
- Health Savings Accounts with company contribution
- 401(k) with matching contribution
- Legal benefits
- Identity theft protection
- Pet insurance
- Wellness program offerings
- Paid time off, starting at 15 days annually
- 8 paid holidays per year, including 1 floating holiday
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting Level 1 and Level 2 IssuesConfiguration Of Equipment And SoftwareRemote Desktop-Level FixesCloud Storage SolutionsWindows Workstation/Server OS ManagementAV-Related Issue RemediationDocumentation Of SolutionsTicket TrackingMultitaskingLearning New Technologies
Soft Skills
Exceptional Written CommunicationExceptional Verbal CommunicationInterpersonal SkillsSense Of UrgencyAbility To Adapt
Tools & Technologies
Google (G-Suite)IntuneMDMConnectWise AutomateWindows Domain Environment
Certifications & Qualifications
A+ CertificationNetwork+ CertificationMicrosoft CertificationCisco CertificationVMWare CertificationSonicWALL CertificationFortinet CertificationCompTIA Certification
Industry Keywords
Managed Service Provider (MSP)Service DeskTechnical Support RepresentativeClient OnboardingOperational Documentation