IT Support Engineer II

The IT Support Engineer II will utilize training, experience, product knowledge, understanding of customer’s business needs, and excellent communication skills to assess the level of urgency: determine effect of situation by distinguishing between individual and organization-wide impact. Through patient, calm, and reassuring communication, listen to customers and provide best-in-class IT Services to customers who may not be technically savvy as it relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.

IT Support Engineer II Functions:

• Troubleshoot and resolve L1-L2 technical issues remotely or at client site as it relates to: *

• Microsoft’s core business applications and operating systems.
• Disaster recovery and backup solutions.
• WAN and LAN connectivity, routers, firewalls, and security.
• VPN, Terminal Services, and other VDI solutions.
• Managed virus and intrusion protection solutions.
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• Document maintenance, system reviews, and recommendations for all computer systems and network infrastructure in ConnectWise.
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
• Perform daily, weekly, monthly duties and procedures as related to systems and network maintenance

Simply put, you are an IT professional who is passionate about making technology work for clients. You love challenges and can’t wait to show off your problem-solving skills to resolve unique IT related issues. Although, you’re a team player and have great interpersonal skills, you can operate with minimal supervision & meet deadlines. Because you understand that communication is paramount, you have excellent customer communication skills using phone, email & slack messaging systems. You don’t mind working out of our Belmont office and would love to travel to client sites in the company car when needed. You believe in work life balance but understand that there may be times where a project may need to be completed after hours or on a weekend. You believe in proper and consistent documentation and are familiar with using a ticketing system., * Experience with commonly used concepts, practices, and procedures within information technology support in a Windows environment

• Experience with Windows Server Technology and Microsoft OS and Office products
• Experience implementing and maintaining highly virtualized environments with VMWare
• Knowledge of TCP/IP, network routing, firewall functions (NAT), including basic understanding of common protocols such as HTTP(S), RDP, DNS, SMTP, etc.
• Experience with Active Directory, Virtualization, VOIP, DNS, DHCP, etc
• Experience with Microsoft Azure
• Experience with Google Workspace Admin Console (formerly G Suite)
• Experience with Microsoft 365 deployment, conversion, and configuration
• Attention to detail, process-oriented, and customer-focused
• 5+ years experience as a working IT professional
• Ability to manage multiple projects, set priorities, meet deadlines, and work within a team
• Strong communication skills, professional appearance, and positive attitude

Highly Desirable

• ConnectWise Manage (Very Desirable)
• Experience with Sophos, Meraki, IT Glue, OneLogin, and ConnectWise Automate
• Project Management experience
• Scripting and automation (Powershell/Python/Bash)
• Relevant industry certifications such as: CompTIA Net+/Server+, Microsoft Certified Solutions Associate (MSCA), Google Apps Certified Administrator and/or Google IT Support Professional certifications, Cisco CCNA, VMWare Certification

Ideal candidates have experience as an IT Technician, Helpdesk, Technical Support, Systems Administrator, and or Network Administrator.

Job Type: Full-time, * MSP: 3 years (Required)

• ConnectWise: 1 year (Preferred)

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance

EPC is a full-service IT Solutions provider comprised of highly skilled professionals who are passionate about making technology work for clients. We specialize in providing complete outsourced IT services for our private and public sector clients. WE ARE IT. As you will quickly discover, our success is based on delivering high quality IT services and products with unsurpassed customer service. How do we do it? By listening to our clients’ needs and addressing those needs in a professional and timely manner. We do it by working as a team.

What does EPC stand for? Excellence, Professionalism, and Commitment

Mission Statement: To be the preferred IT solutions provider by every SMB and public sector entity in the Bay Area. Essentially, it is the foundation by which we will weigh all our decisions.

Our Values will act as our compass at all times., EPC is a full-service IT Solutions provider compromised of highly skilled professionals who are passionate about making technology work for clients. We specialize in providing complete outsourced IT services for our private and public sector clients. WE ARE IT. As you will quickly discover, our success is based on delivering high quality IT services and products with unsurpassed customer service. How do we do it? By listening to our clients’ needs and addressing those needs in a professional and timely manner. We do it by working as a team.