Level III Infrastructure Engineer

Stratix Systems Inc•Wyomissing, PA

12d•Onsite

About The Position

Stratix Systems is seeking an experienced IT professional to provide remote support and manage clients on-site. The Level III Infrastructure Engineer provides solutions-based network and computer support to a diverse group of client companies and works across multiple industries. The role is based full-time at Stratix Systems’ Wyomissing office. The engineer delivers customer-focused technical support, designs and implements solutions from the company’s portfolio to meet clients’ business needs, trains end users and internal staff, and documents projects, service work, onboarding, and IT roadmaps. The role requires managed service provider experience or experience supporting 50 or more discrete environments. The engineer is expected to mentor and develop internal staff, adapt professionally to client needs, work independently, and pursue continuous improvement.

Requirements

Managed service provider experience or experience in an organization supporting 50 or more discrete environments.
Ability to understand technical details in an incident, request, or project and complete the work appropriately.
Prior customer service experience, including daily professional communication with clients.
Exceptional written and verbal communication skills for interacting with clients and internal team members about incidents, requests, escalations, and projects.
Ability to record detailed information quickly and manage multiple calls, issues, and conversations throughout the day.
Advanced multitasking skills to quickly resolve client IT emergencies.
Ability to identify service delivery gaps and propose effective solutions.
Ability to work and engage in a collaborative team environment.
Ability to assess clients’ business needs and propose solutions to address them.
Willingness and ability to mentor and develop internal staff, adapt professionally to client needs, work independently, and seek continuous improvement.

Nice To Haves

Seven years’ experience in an MSP or TSP generalist engineer role.
College degree or completion of an IT integration-specific trade school program.
Experience using PSA, RMM, and remote access tools.
Experience implementing and troubleshooting cloud PBX and other VoIP systems.
Prior experience as an MSP technical/project lead or team lead.
Prior experience coordinating or managing technical projects.
Industry technical certifications, including Microsoft Infrastructure, Modern Work, and/or Security certification paths; ITIL Foundation; Aruba ACSA/ACSP or equivalent; SonicWall SNSA/SNSP or equivalent; or Lenovo Datacenter Sales Engineer or equivalent.
Ability to achieve and maintain vendor or industry certifications similar to those listed.

Responsibilities

Support the team in resolving technical incidents and completing implementations, both on-site and remotely.
Resolve mid- and high-level escalations from the support and professional services teams.
Resolve end-user and end-customer escalation tickets and projects to client satisfaction, within SLA resolution time frames and following best practices.
Plan and execute infrastructure changes, including Group Policy, Microsoft 365, VMware, Hyper-V, AWS, Azure, VLANs, and network routing, while considering implications and unintended consequences.
Plan, create, modify, and document access rules, security policies, remote access, and NAT.
Plan, implement, support, and troubleshoot firewalls, networking and VLANs, server and storage hardware, virtualization, shared storage, SAN hardware and connectivity, Fibre Channel networking, NAS, BCDR, cloud technologies, Microsoft 365, and infrastructure designs.
Perform technical assessments and provide sales-ready product and service recommendations, labor estimates, and statements of work.
Follow IT best-practice policies and procedures for effective and efficient execution.
Recommend process improvements to management when identified.
Train, develop, and mentor team members in collaboration with management.
Document projects, service work, onboarding, and IT roadmaps.
Complete additional duties as directed and assigned by management.