Computer Solutions East, Inc.
Website:
computersolutionseast.com
Job details:
Company Description
Computer Solutions East, Inc. (CSE) is a trusted provider of Software Licensing, Network Services, IT Support, and Cloud Solutions for small to medium-sized businesses. As a Microsoft Gold and Cisco Premier Partner, CSE specializes in offering cutting-edge technology solutions and support, such as Microsoft Office 365, Azure, Dynamics 365, and Cisco Network and Telephony services. Based in the tri-state area of New York, New Jersey, and Connecticut, CSE combines highly skilled IT specialists with a decade of expertise to deliver dependable and efficient services. Recognized as one of the fastest-growing companies in the U.S., CSE is dedicated to simplifying business technology for its clients.
JOB PURPOSE:
Responsible for overseeing the design, implementation, and maintenance of our organization's security and IT infrastructure. You will lead a team of professionals to ensure the confidentiality, integrity, and availability of our systems, networks, and data.
Job Responsibilities:
· Lead a small team of IT engineers on client engagements.
·Maintain and improve customer satisfaction results.
· Ensure that all technical challenges and other issues, cases and requests are being handled properly, are within SLA targets, and are progressing toward resolution.
· Assist the team by taking ownership of escalations in your area of expertise, exemplifying the effective handling of difficult situations.
· Demonstrate subject matter expertise in one or more technical areas.
· Identify opportunities to improve or modify services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving services enhancements and development.
· Documents knowledge articles, guides and other important written and illustrated processes.
· Understand the assigned client’s IT infrastructure – existing hardware and its warranties, servers, backups, licenses, internet and network structures and others.
· Take escalation calls/tickets and provide timely resolution.
· Give consultative advice to the company’s decision makers/influencers in terms of opportunities to improve their IT infrastructure.
· Provide emergency technical support and services whenever needed (off-work hours, weekends holidays and emergencies).
· Conduct regular meetings with the client's POC for discussions on any problems and issues.
· Onboarding and offboarding of accounts.
· First respondent for malware and security breach, troubleshoot and enhance security pre and post alert.
· Develop and implement a comprehensive security infrastructure strategy aligned with organizational goals and industry best practices.
· Develop and maintain incident response plans and procedures to address security incidents and breaches effectively.
· Ensure compliance with relevant security regulations, standards, and frameworks.
· Set clear performance expectations and KPIs for the team, monitoring progress and providing regular feedback.
· Provides leadership through coaching, feedback, development goals, and performance management.
· Perform other related job that will be assigned by the supervisor/manager.
Job Requirements:
· Bachelor’s degree in IT, Computer Science, or any other related course
· At least 6-7 years of experience, preferably in MSP Industry
· Excellent triage and troubleshooting skills, teaching peers those same skills to improve their success.
· Experience with Microsoft Office 365 at all levels.
· Good verbal and written communication skills
· Proven written and presentation skills to various audiences.
· Super analytical and resourceful
· Keen to details.
· Aggressive in following industry standard architecture for any customer related technology solution
· Proactive IT Support and Customer Service
· Eager to learn and absorb new trends in all aspects of technology solution.
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