Remote IT Systems Engineer

We love growth: growing our people, our customers, and our company. Worksighted has grown tremendously in the last few years as our ability to provide remote employment opportunities and technology support services have expanded across the country. We are looking to fill many open positions to keep up with this growth and would love to tell you more about Worksighted.

Who We Are:

Worksighted is a relationship-driven Managed Service Provider (MSP) for IT Services based in Michigan. We work hard, but we don’t take ourselves too seriously. As a team, we know we’re only as good as the values we stand for and the hard work we put in every day. Joining our team means being a unique piece to the puzzle and a superhero in your own way. From crucial benefits like health insurance and company-paid short term disability to engagement events and zombie-themed wellness challenges, we work hard, have a lot of fun, and know what matters most to our people.

We are looking for a Remote IT Systems Engineer who will be responsible for the daily support of our clients including both proactive and reactive scenarios. This position is also responsible for the internal processes that must be followed within our support software, communication with clients as to the status of their requests, and ultimately resolving those requests based on their associated agreements.

Sound interesting? Check out the information below and watch this video to hear more about the role!

Who You Are:

• You hold a bachelor’s degree in IT or similar field, OR you have equivalent work experience.
• You have at least two (2) years of experience in an IT Help Desk environment.
• You are CCNA- or MCSA-certified.
• You have knowledge of Windows operating systems (both Desktop & Server).
• You understand and can troubleshoot various technical problems such as Microsoft Exchange, Office 365, VMWare, Hyper-V, routing, switching, firewalls, WiFi, VoIP, Cisco, Meraki, Synology, and Equallogic.
• You have a customer-first orientation and the ability to communicate effectively.

What You’re Accountable For:

• Providing remote technical support for all clients based on assigned tickets.
• Adhering to all policies, expectations, and SLAs to ensure client needs are addressed and proper documentation of time, work completed, & communication to clients and vendors.
• All client documentation associated within assigned vertical.
• Reviewing 30 tickets a day and taking actions as necessary to resolve these tickets as soon as possible and serving as an escalation point.
• Maintaining a minimum of 85% billable / utilization.
• Working closely with Express Lane Engineers for proper scheduling and ticket routing.
• Providing after hours technical support as part of a rotating schedule.
• Coordinating with other departments as necessary to provide an exceptional client experience.
• Engaging in project-based assignments on an as needed basis.
• Interfacing with 3rd parties (i.e. Dell) to facilitate manufacturer warranty support.

What You’ll Use:

• Microsoft 365
• Active Directory
• ConnectWise Manage (Ticketing System)
• IT Glue (Documentation)
• 3CX
• Windows & Mac Desktop & Server Operating Systems
• Cisco & Meraki
• Datto
• VMWare

Why You’ll Love Worksighted:

• Competitive benefits package including medical, dental, and vision insurance, company matches to 401(k) and HSA accounts, and company-paid short-term disability and life insurance policies.
• Generous compensation package with a quarterly bonus program.
• Paid time off for vacations, sick time, and personal days, plus a paid day off on your birthday!
• Well-rounded approach to employee wellness with benefits such as a monthly wellness stipend, free healthy snacks, and an Employee Assistance Program.
• Monthly cell phone stipend.
• Open, collaborative, and flexible work environment – both in office and from home. This role can be done from anywhere in the United States!
• Frequent employee engagement activities ranging from potlucks to company-wide games of virtual BINGO.
• In-depth onboarding program including lunch with leadership, job shadows with every department of the company, and thorough on-the-job training.
• Continuous performance management process with open communication, consistent check ins, and support from leaders.

Learn more about our values and what it’s like to be a member of our team on our website or by following us on Instagram @Worksighted.