Lead MSP Engineer – Systems and Network

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 established SLA
  2. Execute Project Tickets as assigned
  3. Ensure Timely & Accurate Ticket Documentation
  4. Maintain Client Satisfaction
  5. Contribute to Standard Operating Procedures (SOPs)
  6. Participate in On-Call Duties as Scheduled

Performance Indicators

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

Role Summary

The MSP Engineer serves as a vital member of the IT Technical Services Team, acting as the primary escalation point and providing third-tier expertise for all reactive service requests. This role also involves the design and implementation of various projects. As a representative of Binatech System Solutions, the MSP Engineer is responsible for delivering exceptional service to all clients, embodying the company's Core Values, achieving personal and team KPIs, and fostering effective communication with clients, vendors, and colleagues. This position demands a highly organized and process-oriented individual who excels in prioritizing tasks while maintaining a focus on service delivery and client satisfaction.

Responsibilities & Duties

  1. Troubleshoot and resolve Tier 3 Service Tickets, manage escalations from Tier 1 and Tier 2, and escalate issues according to company standards.
  2. Complete assigned Project tickets and adhere to timelines set by the Project Coordinator.
  3. Act as a Subject Matter Expert on Binatech tools and applications, providing internal IT support and guidance.
  4. Foster a culture aligned with Binatech's Core Values through personal conduct and team encouragement.
  5. Continuously seek to enhance customer satisfaction and strengthen client relationships during 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. Identify and communicate any risks as they arise.
  10. Contribute technical insights to process documentation and update as necessary.
  11. Meet performance objectives set by direct supervisors.
  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 training on new tools as required.
  16. Stay informed about market trends and industry advancements.

Qualifications & Skills

  1. Minimum of five years of experience in a Managed Services Provider (MSP) environment.
  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. Proficiency in virtualization technologies.
  7. Extensive experience 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 manage multiple tasks, adapt 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 Type: Full-time, Permanent

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

Additional Compensation:

  • Overtime pay

Benefits Offered:

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

Work Schedule:

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

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