Managed Support Engineer in Svitla Systems

Svitla is a proven custom software development company and testing provider headquartered in California, with development offices throughout Mexico and Europe (Ukraine, Poland). For 15 years, we have served a wide number of customers ranging from big corporations to innovative young companies in Silicon Valley to large educational institutions. The list of our customers includes such well-known companies as BMC Software, Ancestry, Affymetrix, Ingenico, Logitech and Stanford University. Our mission is to build a company that contributes to the well-being of our clients, personnel and their families, improves our communities, and makes a lasting difference in the world. Join us!

• Manage the status of open tickets and complete technical and operational tasks to efficiently and correctly resolve issues and close tickets. Adhere to company values and follow best practices and operational procedures.
• Account for time by function and by the customer in ConnectWise with a high level of accuracy:
• Customer facing notes.
• Internal notes, expanding on all work done for customers to ensure continuity of service.
• Completion of any other ticket classifications in adherence with the ITIL system of Service Delivery (Type, Subtype, Item, as needed).
• Deliver outstanding customer service onsite and remotely:
• Communicate with and advise customers—detail progress and notify of impending changes, including agreed-upon changes.
• Provide courtesy email review to the customer of conversation/action that occurred.
• Utilize patience, good listening skills, clear and concise terms, and respectful communication to coach customers through processes and help end-users develop confidence in product/service.
• Conduct regular maintenance and support for assigned customers on schedule.
• Function as an independent producer but also work effectively and collaboratively as part of a fast-paced team:
• Communicate and strategize with POD members on high priority problems, critical status changes, customer matters, call aging, and training.

• Exceptional verbal and written communication skills with the ability to effectively communicate complex technical information to customers, team members, and company employees across the organization.
• Consistent application of business etiquette in all communication, including face-to-face, email, and phone interactions with customer end-users, POD members, internal stakeholders, and C-level employees.
• Effective management of tasks and follow-through on issues impacting task completion, including the appropriate escalation of unresolved issues and persistence to ensure resolution and customer satisfaction.
• Diagnostic and networking support—including network security—with the ability to identify, address, troubleshoot, and resolve issues through the stack.
• Workstation and laptop hardware support, including backup software configuration experience with common data protection applications. Anti-Virus configuration experience with more than one A/V solution.
• Productive, industrious, and curious—driven to acquire knowledge and continuously learn more to solve problems, drive personal professional development, and advance career in Managed Services.
• Technical skills requirements:
• Microsoft Certifications
• Microsoft Active Directory
• Kaseya, ConnectWise, and Auvik
• Microsoft-related technologies: Windows Server, Exchange, SQL, and SharePoint.

100% payroll
10 Vacation Days since 1st year working with us.
5 PTO´S per year, since 3rd month
25% Vacations Bonus
15 Days of Christmas Bonus
Major Medical Insurance
Life Insurance
Snacks and Drinks
Beers and Coffee
Christmas Party
Body Massages (Twice A Month)
Flexible Home Office, depends on client necessity