Technical Support Engineer

This technical position will primarily be responsible for managing our client’s technical infrastructure covered by our MSP agreement. In this fast-paced environment, you will be performing systems and network administration on a day-to-day basis, along with any other tasks given to you by leadership. Competence in the following areas is required: cloud services, servers, workstations, network infrastructure, data storage, and network applications with an emphasis on Microsoft Windows server and cybersecurity services. Work will be performed from our main office, remotely, and onsite at client locations.

Key areas of responsibility:

• Establishes clear communication and provides the highest level of support on problem incidents or new service requests / end user inquiries, including priority one tickets.
• Performing or overseeing onboarding of all new clients is completed and all information is documented.
• Assist with training and guiding new hires as needed.
• Monitor and maintain client computer and network infrastructure to ensure optimal performance, reliability, and security.
• Create and maintain comprehensive server, network, VoIP, and application documentation for internal operational purposes, management, and customer reporting.
• Ability to independently plan and manage projects of any nature for a variety of clients and ensure deadlines are met.
• Consistently monitor, document, and report administration activities and network operating environment information in ticketing system
• Responsible for development and implementation of new automations
• Responsible for ensuring all client systems are healthy and working properly.
• Answer customer calls and provide support to help resolve technical issues.
• Review systems and key indicators on a daily basis to mitigate issues before they arise.
• Troubleshoot issues as they arise.
• Regularly identify opportunities in client’s infrastructure that need to be upgraded or replaced to further assist clients succeed in their environments.
• Willingness to work varying hours depending on the customer or internal need, including time that might fall outside of normal business hours.
• Responsible for rectifying or overseeing all emergency outages or issues that happen during or outside of standard business hours.
• Follow established procedures for incident and problem management for resolution with clear communication and status updates for affected users and management.
• Implementation of software and/or environment changes and ensuring all changes are controlled and managed via established Change Control processes using Service Now and/or other tools.
• Responsible for the implementation and management of all Server and Network intricacies and having a full understating of each client’s specific infrastructure along with supporting documentation (SQL Databases, Group Policies, AD/DC, MDM, S2S VPN, VLANs, VoIP)

• Creative problem solving
• Expert troubleshooting skills for complex technical issues
• Exceptional customer service
• Outstanding written and oral communication
• The ability to work independently without daily direction

All candidates should have the following technical skills:

• Highly proficient in desktop IT technologies (Windows 10, Mac OS X, Microsoft offerings including Microsoft 365, Azure, SQL Server, etc.)
• Strong security certifications preferred.
• Familiar with VoIP management and
• Understanding of Windows registry, group policies, event logs, application log files and other configuration/information files
• Proficient with utilizing and managing MDM software.
• Understanding backup applications and hardware
• Windows Server installation, configuration, and administration
• Active Directory management and troubleshooting
• Microsoft Server installation, configuration, and administration
• Microsoft Exchange installation, configuration, and administration
• Microsoft SQL Server installation, configuration, and administration
• A good understanding of networking (TCP/IP, DNS, DHCP) and Internet fundamentals
• A broad understanding of Storage and Virtualization technologies
• Experience with anti-virus and anti-spam applications
• Experience with VoIP applications and VoIP management
• Four years minimum experience in networking/infrastructure technologies
• Database administration experience a plus, * Bachelor’s degree
• 2+ Years in related field preferred
• Microsoft Technical certifications are required.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Flexible schedule, * 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Yearly pay