About the roleAt TurnPoint, a leading Managed Service Provider (MSP), we are pioneering innovative technical solutions that are transforming the ways businesses operate. We are looking for an energetic, detail-oriented, and dedicated System Engineer to join our dynamic team and help us push the boundaries of what's possible.In this unique and rewarding role, you will drive the successful delivery of advanced technical projects, from robust desktop support escalations to the design and implementation of infrastructure within Office 365 and Azure. Every day will offer new challenges as you navigate complex projects, managing both your own tasks and those of your team members.Your technical expertise will be crucial in providing top-tier support for our diverse clients, ensuring smooth project progression, and escalating technical issues when necessary. You will have the autonomy to solve complex problems while also collaborating closely with our team to deliver world-class solutions.At the same time, you will be a steward of efficiency, monitoring your workflow to ensure tasks are moving forward and contributing to the growth of our internal documentation. Your efforts will be instrumental in continuously improving our service quality and in driving the success of our clients.Key TechnologiesWindows 11+Windows Server 2022+Apple Operating SystemsMicrosoft 365Microsoft AzureMicrosoft Intune & AutopilotMicrosoft Defender & SentinelMicrosoft Azure Virtual DesktopMicrosoft Lighthouse & GDAPMicrosoft FabricKey ResponsibilitiesTechnical: 75%Project Management: 15%Leadership: 8%Special Requirements: 2%Technical Responsibilities (75%)May vary according to business needs.Customer Service & CommunicationExternal: Act as primary liaison between clients and internal technical team.Internal: Utilize effective communication skills to properly inform and apprise the team of issues.Language: Walk clients through the problem-solving process in plain language terms, on their tech level.Ticketing: Ensure proper recording, documentation and closure of all client inquiries using online tools.Client SupportDaily: Conduct review of client monitoring and backups pertaining to tech projects, escalating issues as needed to CTO.Remote: Perform daily technical client work remotely.Efficiency and TimelinessEfficient Project Management: Work efficiently through your projects and tasks to ensure that deliverables are met in a timely manner, while also allowing for the unexpected without letting it derail other projects.SLAs: Close support issues within Service Level Agreements—keeping us on time and budget.Tech Tools & SkillsSelf-Directed Work: Self-assign tech work.Quality: Troubleshoot and deliver accurate tech work.Tools: Effectively utilize online tools: Zendesk, Asana, OneNote and other tools as required.Physical: Ability to move equipment and lift 50 lbs. as required.Self-Directed Work: Self-drive continued learning activities including technical certifications as required.Technical DocumentationInternal: Record and document tech processes into TurnPoint Tech Manual.External: Record and document client environments to maintain current client technical documentation.Self-Directed Documentation: Identify missing documentation, initiate, and complete supplemental documentation where needed.Project Management Responsibilities (15%)Be an active participant in our standing engineering meeting (3x a week, with varying frequency during busy times).Assist with new client onboarding (from the potential new client assessment, TurnPoint Security Package, network and computer replacement projects, licensing migration, on-premises to cloud migrations, etc.)Organize daily activities based on the current projects and goals of the organization.Monitor projects and oversee all projects (even ones you are not directly responsible for) to ensure deliverables and goals are met.Work with senior management to revise plans for the team (including resource allocation).Ensure that team members have access to the necessary resources (hard and soft resources).Work with direct managers to ensure expectations and due dates are being met.Improve time efficiency and velocity of task completion across the team.Leadership Responsibilities (8%)Exemplify and champion superior client communication and service.Emphasize quality, continuous improvement, and high performance.Enact and champion company policies.Balance support ticket threads, task execution, and project work for timely completion.Function as a customer success escalation resource (particularly in the 8AM – 11AM ET window).Adhere to workflow best practices: attention to detail, thoroughness and follow-through.Mentor and train the tech team, including project management, customer success, best practices, etc.Special Position Requirements (2%)Obtain and maintain technical certifications as required.Other duties as assigned.Physical Demands & Work EnvironmentAbility to move equipment and lift 50 lbs. as required.Initial Performance GoalsDuring your first 90 days, you will set five performance goals (OKRs) in Lattice and, where necessary, work with your manager and the Manager of Service Delivery to define how those goals are measured and tracked.Successfully manage and complete at least one client project and one client onboarding in the first six months with positive client feedback. There will be a discussion in the first 90 days about what constitutes a completed project and onboarding.SummaryAt TurnPoint, you'll be part of a team that values collaboration, innovation, and diverse perspectives. We believe in continuous learning and invest in the growth of our employees, including continuous growth and professional development.Salary RangeCompetitive salary commensurate with experience. The salary for this role starts at ₱1,650,000.Application ProcessAs part of our recruitment process, shortlisted candidates will be invited to complete a one-way video interview. This format allows you to record answers to a few pre-set questions at your convenience, using your phone or computer. No live interaction is required, and you can complete it within the given deadline.Please keep an eye on your inbox; sometimes emails from us or our interview platform may land in your spam or junk folder.
