Lead MSP Engineer – Network and Systems

4 weeks ago

Hamilton, Ontario, Canada Binatech System Solutions Full time

Job Overview

Position Senior MSP Engineer – Systems and Network (Tier 3 Technician)

Reports To IT Service Manager

Location Remote / Hamilton, ON

Key Responsibilities

  1. Address Service Tickets within defined SLA
  2. Execute Project Tickets as assigned
  3. Ensure timely and precise Ticket Entry
  4. Maintain Client Satisfaction
  5. Contribute to the development of SOPs
  6. Participate in On-Call duties as scheduled

Performance Indicators

  1. Customer Satisfaction (CSAT)
  2. Utilization Rates
  3. Project Profitability Metrics
  4. SLA Compliance Rate
  5. Client Uptime

Role Summary

The MSP Engineer serves as a vital member of the IT Technical Services Team, acting as the ultimate escalation point and providing third-tier expertise for all reactive service tickets. This role also involves designing and implementing various projects. The MSP Engineer is responsible for delivering exceptional service to all clients of Binatech System Solutions. The position requires embodying the company's Core Values, achieving personal and team KPIs, and effectively communicating with clients, vendors, and colleagues to foster collaboration and respect. A strong focus on service delivery and client satisfaction is essential, along with the ability to prioritize tasks and goals efficiently.

Responsibilities

  1. Troubleshoot and resolve Tier 3 Service Tickets, managing escalations from Tier 1 and Tier 2, and escalate tickets according to Binatech standards.
  2. Complete assigned Project tickets and adhere to timelines established by the Project Coordinator.
  3. Act as a Subject Matter Expert on Binatech tools and applications, providing internal IT support and guidance.
  4. Promote a culture aligned with Binatech's Core Values through personal conduct and encouraging team adherence.
  5. Continuously seek to enhance customer satisfaction and strengthen client relationships through all interactions.
  6. Communicate effectively with clients, ensuring clarity for non-technical users.
  7. Handle all information confidentially and professionally.
  8. Maintain composure under pressure.
  9. Communicate identified risks effectively.
  10. Contribute technical insights to process documentation and update as necessary.
  11. Meet performance objectives set by the direct supervisor.
  12. Understand and comply with all company policies and procedures.
  13. Demonstrate strong writing skills for end-user communication and documentation.
  14. Follow established processes and apply basic troubleshooting skills when necessary.
  15. Complete assigned training on new tools introduced to the environment.
  16. Stay informed on market trends and industry knowledge.

Qualifications

  1. Minimum of five years of experience in Managed Services.
  2. At least eight years of experience in IT or a related field.
  3. Familiarity with industry applications, processes, software, and equipment (e.g., ConnectWise, LionGuard, Kaseya).
  4. Advanced knowledge of Windows Server versions 2012, 2016, and 2019.
  5. Experience with MS Exchange server administration.
  6. Experience in virtualization technologies.
  7. Proficient in designing, programming, and installing network equipment, including firewalls, switches, and wireless access points (Watchguard experience is advantageous).
  8. Strong organizational, presentation, and customer service skills.
  9. Excellent communication and active listening abilities.
  10. Capability to multitask, adapt quickly to changes, and identify new priorities.
  11. Possession of professional IT certifications.
  12. Able to work within and develop client environments.
  13. Valid driver's license and passport required.

Job Types: Full-time, Permanent

Compensation: $80,000.00-$95,000.00 annually

Additional Compensation:

  • Overtime pay

Benefits:

  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off

Schedule:

  • Monday to Friday
  • On-call responsibilities
  • Overtime opportunities

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