Join An Award-Winning Team!
Omega Systems is a nationally recognized technology solutions firm serving a growing number of businesses across the Northeast. We regularly seek talented individuals willing to take on new challenges and adopt innovative methodologies to support our expanding footprint. If you are passionate about IT and eager to benefit from personal development, team-based collaborations, and abundant opportunities, consider joining the Omega Systems family and becoming part of our story.
Responsible for maintaining hosted and on-site customer environments with Omega Systems' RMM tools, creating and deploying scripts, managing patching for customer environments, configuring network monitoring, and general system administration. The candidate will also assist with backup system maintenance tasks, including adding agents, removing agents, monitoring backups, and restorations. Additional responsibilities include deploying and overseeing Mobile Device Management platforms and endpoint control systems. The ideal individual will be comfortable in a fast-paced work environment and possess excellent written and verbal communication skills. This individual will also have served at least 2 years in a remote support role for desktop and server environments, interacting with customers or end users through phone, email, or IM/chat communications. While this is a remote support position, daily communication and interaction with customers is expected, and the candidate must possess excellent customer service skills.
Functional Responsibility and Task Statements
Operational Responsibilities
- Maintain the health of Omega Systems' client networks
- Troubleshoot and repair server and network problems
- Write and approve scripts for deployment in RMM tools
- Monitor and maintain the backup system for Omega Systems' Smart DR and Smart Stor customers
- Monitor and maintain Mobile Device Management platforms
- Perform and assist in “onboarding” new customers to Omega Systems services
- Recommend new products and services based on customer’s present and future needs
- Effectively communicate with clients on recommended actions for problem resolution
- Document problems and associated resolution in Omega Systems' ticketing systems
- Adapt to different challenging work environments
- Candidate must be able to manage their time efficiently and work independently with minimal supervision
- Work with other Omega Systems' engineers in a team environment in large deployment projects, troubleshooting, and problem resolution
- Mentor and provide hands-on education to other Omega Systems' engineers in relevant and filed-related subjects
Leadership and People Responsibilities
- Work with other colleagues within Omega System's teams to deliver an effective customer support service offering
- Help ensure customer support services teams are focused on achieving results using all resources available from initiation to resolution
- Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of Omega Systems' customer support teams both externally and internally
- Incumbent(s) in this position may be required to perform other duties and special assignments not specifically stated.
Environmental: The job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, etc.
Travel Requirements: Minimal travel is required for this position.
Technical Responsibility and Task Statements
- Provide timely resolution to technical support issues while following company standards
- Properly log, prioritize, assign, track, and respond to incidents and requests promptly
- Identify and resolve incidents within agreed SLAs, policies, and procedures
- Maintain support documentation of tools that are used by Customer support services
- Monitor incident trends and identify recurring incidents for resolution
- Ensure that all relevant incidents are linked to an appropriate problem
- Proactively increase the number of calls resolved at the first point of contact
- Perform root cause analysis as needed for problems, working closely with other Omega Systems' support teams
- Install and maintain Data Center managed service platforms
- Use advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installs
- Deploy Omega Systems' tools and solutions to manage customer devices
- Troubleshoot and correct defects in existing software systems
- Work with vendors to provide support and maintenance of systems
- Provide accurate estimates for and track data on time spent adding new features and fixing defects
- Ensure technical documentation is created and maintained
Qualifications and Experience
Required
- 2 years of consulting experience
- 1 to 3 years of hands-on experience with RMM tools (Kaseya, Automate, NCentral, etc.)
- 1 to 3 years of hands-on experience with writing scripts (Powershell, command line, etc)
- 1 to 3 years of hands-on experience with VMware vSphere Virtual Machine Management
- 1 to 3 years of hands-on experience with Backup and Disaster Recovery methods/systems
- 1 to 3 years of hands-on experience with Server OS, Application, and data backup and recovery
- 1 to 3 years of hands-on experience with Security Technologies (Firewalls, IPS, Web Filtering)
- Must have excellent troubleshooting skills to diagnose and repair device and network problems promptly
- Must be able to participate in an on-call rotation to provide after-hours emergency support to customers
- Advanced field-related education, degree, certifications
Benefits
- Heath Insurance
- Dental Insurance
- Vision
- 401(K) plus employer match
- Life Insurance & Accidental Death and Dismemberment
- Employee Assistance Program
- Additional ancillary benefits to select from
- Paid Time Off, Paid Company Holidays, Floating Holiday and your Birthday is a Holiday
EEO STATEMENT
The Company's policy is to provide equal employment opportunities for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles), color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws. Applicants, as well as employees who are or have become disabled, must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.
