Manager, Software Engineering

Descripción del trabajo

Employer : MSP company based in USA

Remote Work Setup

Working Schedule : Monday-Friday, 8 : 00AM - 5 : 00PM Pacific Standard Time

Responsibilities :

• Responsible for remote service and support needs for our customers, relating to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.
• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft Virtual Environments.
• Support services for Microsoft-related technologies : Windows Server, Microsoft 365, SharePoint, etc.
• Technical services and support at the network level : WAN and LAN connectivity, firewalls, and security.
• Remote access solution implementation and support : VPN and Terminal Services.
• Solid working knowledge of Windows Servers, Networking, Virtualization, Security, Email services, Storage technologies, and a variety of Business applications.
• Printer troubleshooting and general server access and permissions.
• Experience working in Active Directory (Add / Remove / Change Users, User Attributes, OUs, Groups, and Devices).
• Understanding of TCP / IP, DNS, and troubleshooting Internet connectivity.
• Working knowledge of security fundamentals : endpoint protection, MFA, phishing, threat management, etc.
• Server implementation, maintenance, and management.
• Configuration and implementation of Remote Desktop Service.
• Communication with customers as required : keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
• Strong interpersonal skills, including a calm and welcoming telephone manner, active listening, and customer care.
• Strong skills in documentation and organization of details.
• Excellent time management skills and ability to multi-task and adapt to change.
• Self-motivated and able to work with little supervision.
• Ability to work with a team of individuals in various tiers of support and management.

Minimum Requirements :

• Experience required with Windows desktop operating systems.
• An understanding of Microsoft 365 administration with experience supporting complex environments.
• Understanding of Azure AD and related technologies.
• Familiarity with email security best practices.
• Advanced knowledge and understanding of networking (TCP / IP, experience with routers and firewalls, DNS services, Wireless (WiFi) Technologies).
• Experience managing & working with the following technologies is preferred : Windows OS, M365, Windows Server (2003-Present), Active Directory Management (Azure AD Sync), DHCP, DNS, Remote Desktop Services.
• 3+ years experience in computer network management is required.
• Minimum 2 years experience in Server Hardware Technologies (CPU / RAID / SCSI) Support.
• Minimum 2 years experience in Data Backup and Recovery Support, Corporate Antivirus.
• Microsoft Exchange configuration and troubleshooting.
• Firewall / router configuration.
• Hyper-V knowledge.
• Windows Server, GPOs, Routing and Switching, VPNs, Virus and Security, TCP / IP.
• Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, SonicWall CSSA.
• A+ Certification is preferred.
• NET+ Certification is preferred.

Key Tasks :

• Troubleshoot and resolve end-user issues.
• Provide consistent communication and updates.
• Coordinate customer support with the team, Service Coordinator, and Service Manager.
• Monitor and review alerts.
• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.

Benefits :

• 13th Month Pay
• HMO & Gov't. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)