Associate Engineer, Managed Services

IT Solutions Consulting LLC • CA

94d

About The Position

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. The Associate Engineer, Managed Services is part of the Managed Services team responsible for supporting multiple clients and handling inbound and escalated inquiries on the Service Desk. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Requirements

• Bachelor's Degree, or equivalent level of experience in related field.
• 1 years’ work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center and security technologies.
• 2+ years as a level 1 helpdesk technician triaging reported issues and incidents by customers.
• Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.
• Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2013-Current.
• Experience with any of the following firewalls and remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc.
• Experience with a ticketing system, such as ConnectWise Manage.
• Experience supporting virtual desktop environments: Multi-Server Remote Desktop Server farm w/ Secure Gateway is preferred.
• Experience working with and providing support utilizing Remote Management Tools.

Nice To Haves

• CompTIA A+, Microsoft Windows, Apple macOS certification, Cisco Certifications not required but would be a plus.

Responsibilities

• Manage service tickets assigned to your personal and team queue and respond in agreed-upon timeframe.
• Provide superior service to customers and clients with limited supervision consistently.
• Provides remote hardware/software support, documentation, support logs and other related information throughout triage process.
• Act as internal escalation point for other Technicians to engage for technical assistance or process guidance and provide guidance to teammates on operational processes, troubleshooting or customer service.
• Responsible for the management of network, datacenter, security, and voice technologies.
• Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• Uses monitoring tools to investigate potential issues or respond to monitoring events.
• Assists in monitoring and maintaining network hardware and software.
• Interacts with telecommunication, hardware and software vendors and operates on the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders.
• Interact and work directly with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution.
• Work regularly with internal service and project coordinators who assign tickets to the Service Desk Team.
• Produce detailed service reports regularly and communicate updates or changes internally and to the clients.
• Participate in a week-long on-call rotation a few times per year.
• Travel onsite to client offices to provide services.

Benefits

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Flexible Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees