Computer Solutions East, Inc.
Website:
computersolutionseast.com
Job details:
Company Description
Computer Solutions East, Inc. (CSE) is a full-service IT solutions provider specializing in Managed IT Services, Microsoft and Cisco technology consulting, cloud solutions, and application development for small and medium-sized businesses. As a Microsoft Gold Partner and Cisco Premier Partner, CSE brings expertise in Microsoft Volume Licensing, Office 365, Azure, Dynamics 365, and advanced Cisco networking and telephony solutions. With over a decade of experience and a customer-first approach, CSE has successfully implemented innovative solutions for thousands of users and has been recognized as one of the fastest-growing companies in the United States. Strategically located in the tri-state area of New York, New Jersey, and Connecticut, CSE is positioned to meet the IT needs of businesses nationwide.
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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