Customer Service position in an IT Managed Service Provider (MSP) which requires skills in multiple areas of Information Technology, working directly with clients across a variety of sizes and industries. Provide guidance and recommendation to the set-up and installation, configuration, utilization, support, and maintenance of network, server, hardware, software, and related infrastructure. Support of both Local and Wide Area Network (LAN and WAN) technologies. This role will be expected to work a varied hours schedule, performing work during normal business hours, after-hours, and “on-call” when necessary.
Key Responsibilities:
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Actively maintain the firm’s core values HT3 and service standards.
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Work effectively with wide variety of technical and non-technical individuals both on an individual basis and within teams.
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Exhibit a professional approach and demeanor at all times.
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Work within company, department, and project budgets.
Systems Engineer and Support
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Server hardware, including documentation, hardware updates and change management.
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Server O/S, including updates, change management.
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VMWare
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Hyper-V
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Storage
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Active Directory
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Group Policy
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Line of business applications, including update schedule/window, change management.
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How-to’s /tutorial documentation
Back-Up and Disaster Recovery Administration
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Back-up strategy and restore testing
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DR/BC Plan with team input/effort
Maintain and enhance documented performance and availability service levels. Maintain outage logs.
Monitor and analyze network performance across the clients' LANs, WANs and wireless deployments.
Provide guidance and recommendations to overall network-based infrastructure, architectural standards, and governance.
Monitor firewall logs and network traffic for unusual or suspicious activity.
UPS/Power Distribution Management
Configure and Maintain the Core Network Infrastructure
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Switches, firewalls, VPNs, including document configurations, VLANs, routes, firmware updates.
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Wireless
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Internet, including UP/Down, failover possibilities.
Administer WAN Related Infrastructures
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Traffic monitoring
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Optimization
Azure (Cloud) Networking
Plan and implement improvements, modifications, or replacement of network infrastructure components.
Interact and negotiate with vendors, outsources, and contractors to secure network products and services.
Network Documentation and Mapping
Provide back-up assistance to the Helpdesk as needed; primarily in the capacity to act as consultant to helpdesk personnel on complex issues. At times, may fill in for the helpdesk to meet high volume levels when needed.
QUALIFICATIONS:
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4-year degree in Information Technology or related field.
- Minimum of 5 years of IT-related work experience including a high degree of end-user interaction; relevant certifications or experience may be substituted for a degree at the company’s discretion.
- Strong working knowledge of some or all of the following: Windows Server Operating Systems, VMware, Hyper-V, Active Directory, Storage Management, Office 365, Veeam, and StorageCraft, as well as monitoring and logging tools.
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Required: familiarity with networking fundamentals including TCP/IP, DNS, DHCP, VLANS firewalls, routers, and switches, as well as network connectivity and troubleshooting.
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Strong Troubleshooting skills and ability to resolve issues across the IT ecosystem.
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Excellent communication skills. Consistent ability to communicate effectively with both technical and non-technical individuals.
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Ability to manage separate initiatives for multiple external customers while managing both quality and timeliness.
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Ability to utilize remote access tools when appropriate, while talking with clients over the phone in time-critical situations.
- Ability to travel to client sites.
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Highly motivated, and able to manage daily priorities and tasks to meet customer and company goals.
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Highly reliable and able to work independently at customer sites.
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Strong ability to plan work in a logical sequence and follow through to successful completion.
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Working knowledge of cyber security tools and various monitoring programs.
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Working knowledge of Endpoint Detection and Response (EDR) and Monitoring software.
- Ability to maintain composure while dealing with critical situations in a timely and efficient manner.
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Working knowledge or experience with ITIL Foundations
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Valid driver’s license and reliable transportation.
PHYSICAL DEMANDS:
While performing the duties of this job the employee will regularly be required to sit, stand, reach, walk, drive, kneel, crouch, crawl, and lift and/or move up to 25 lbs.