OverviewAt 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 role, you will drive the successful delivery of advanced technical projects, from desktop support escalations to the design and implementation of infrastructure within Office 365 and Azure. You will provide top-tier support for 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 the team to deliver world-class solutions.You will also be a steward of efficiency—monitoring your workflow to ensure tasks are moving forward and contributing to the growth of internal documentation. Your efforts will continuously improve service quality and support client success.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: Use effective communication to properly inform and apprise the team of issues.Language: Walk clients through the problem-solving process in plain language terms, at their tech level.Ticketing: Ensure proper recording, documentation, and closure of all client inquiries using online tools.Client SupportDaily: Review client monitoring and backups pertaining to tech projects; escalate issues as needed to CTO.Remote: Perform daily technical client work remotely.Efficiency and TimelinessEfficient Project Management: Work efficiently through projects and tasks to ensure timely deliverables, while allowing for the unexpected without derailing other projects.SLAs: Close support issues within Service Level Agreements, keeping the team on time and budget.Tech Tools & SkillsSelf-Directed Work: Self-assign technical work.Quality: Troubleshoot and deliver accurate technical work.Tools: Use online tools such as Zendesk, Asana, OneNote, and other tools as required.Physical: Ability to move equipment and lift 50 lbs. as required.Self-Directed Work: Drive continued learning activities, including technical certifications as required.Technical DocumentationInternal: Record and document tech processes into the 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 standing engineering meetings (3x a week, with varying frequency during busy times).Assist with new client onboarding (including potential new client assessment, TurnPoint Security Package, network and computer replacement projects, licensing migration, and on-premises to cloud migrations).Organize daily activities based on current organizational projects and goals.Monitor projects and oversee all projects (including those not directly responsible for) to ensure deliverables and goals are met.Work with senior management to revise team plans (including resource allocation).Ensure team members have access to necessary resources (hard and soft resources).Work with direct managers to ensure expectations and due dates are met.Improve time efficiency and task completion velocity across the team.Leadership Responsibilities (8%)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.Act 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, set five performance goals (OKRs) in Lattice and, when 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. A discussion in the first 90 days will define what constitutes a completed project and onboarding.Salary RangeCompetitive salary commensurate with experience. The salary for this role starts at ₱1,650,000.Application ProcessShortlisted candidates will be invited to complete a one-way video interview—record answers to pre-set questions at your convenience using a phone or computer. No live interaction is required, and you can complete it within the given deadline.Please keep an eye on your inbox, including spam/junk folders, for communications from TurnPoint and the interview platform.Equal OpportunityTurnPoint is an equal opportunity employer and encourages applications from individuals of all backgrounds and experiences.
