Sr. IT Engineer

The Phia Group•Canton, MA

9h•Hybrid

About The Position

The Phia Group is a service-oriented organization assisting employee health plans nationwide. We provide our clients with innovative cost-cutting solutions and constantly expanding service offerings. We continue to enjoy growth thanks to our most valuable resource – our talented and committed team. At The Phia Group, whose mission is to provide high quality yet affordable healthcare to American employees and their families, you can look forward to not only unparalleled benefits for yourself but also being immersed in a company that was named one of USA Today’s Top Workplaces for 2025. Meanwhile, from a regional perspective, both The Boston Globe and Louisville Business First also recognized our unwavering commitment to upholding an internal culture of inclusivity, enjoyment, and empathy for our valued employees by listing The Phia Group in their respective lists for the Top Places to Work in 2025. The Sr. IT Engineer is responsible for providing a full range of IT support and technology services to internal and external customers. Services include administration, maintenance and implementation of enterprise infrastructure including server upgrades, maintenance and support, network analysis and troubleshooting, helpdesk support, workstation troubleshooting and support, and provisioning. Includes interaction and analysis of technology related issues, prioritization and resolution for support activities. The candidate should thrive in a fast-paced environment, have a strong desire to grow their skills and career and take pride in owning, diagnosing and resolving issues as they come up. We are looking for a self-starter who has a strong attention to details and good ability to communicate. If you’re looking to grow your skills and get to the next level, this is the position for you. Please note this is a hybrid position requiring split time between our Louisville, KY office and remote.

Requirements

At least 5 years of Level 1, 2 and 3 support experience.
Excellent communication skills and customer service skills
Highly organized with strong documentation and troubleshooting.
Good Team player with the ability to work well with customers and end users.
Should have the ability to provide technical guidance to Helpdesk Technicians
Strong desktop support expertise is a must.
Must have strong experience supporting, maintaining and upgrading Windows in a corporate environment.
Knowledge and experience using SYSAID or an ITSM (IT Service Management Software).
Must have the ability to manage file permissions on a windows server and with group policies
Knowledge of windows server, exchange, group policy creation and maintenance.
Must have ability to define problems, collect data, establish facts, and draw valid conclusions.
Must have foundational knowledge of Microsoft Server 2019 and 2022, Microsoft Exchange Server and M365, and Microsoft SQL Server 2019.
Have working knowledge of DNS, DHCP, and GPO's
Experience in VMWare vSphere and iSCSI or Nutanix Acropolis
Must have experience building a server from scratch, including hardware installation and OS installation
Must have foundational knowledge of networking and network troubleshooting
Knowledge of backups in an enterprise environment
Must have a good understanding of Active Directory and Windows Server knowledge
Knowledge of working with Microsoft PowerShell
Ability to read, write and speak the English Language.

Nice To Haves

Knowledge of and experience with Nerdio or Beyond Trust.
Bachelor’s degree or associate degree in computer science or related field preferred.
Some practical relevant work experience of 3 to 5 years would be preferred, but not required.

Responsibilities

Experience working with business to build trusted relationships with client stakeholders, act as a trusted advisor, and manage customer needs and expectations.
First point of contact for troubleshooting of IT problems and resolving if possible Level 3, Level 2 and Level support on VM’s, Switches, Firewall, Microsoft 365 and Azure solutions, Cloud infrastructure, as well as privilege access support in a zero trust environment.
Networking needs, maintenance, and support for Firewalls, Level 3, Level 7 switches, and other devices.
Troubleshoot, support and drive remediation needs coming from our MDR endpoint solution issues and SIEM logging problems.
Experience supporting Microsoft Teams and SharePoint.
Experience with automated patching solutions.
Strong working knowledge of Identity management solutions, including MFA and related configurations and provisioning.
Support and interact with subcontract vendor around backups and assisting in the monitoring of all server and backups status.
Assisting with user access needs, including creation, updates and terms for all required systems.
Assist with the management of cloud based products like RingCentral, office365, Azure strategy and implementation.
Logging all IT problems via ITSM ticketing system (SYSAID), maintaining use of ITSM and expanding its use within the company
Analyzing system logs and identifies potential issues with end points (Windows 10 & Windows 11) and servers.
Support Hypervisors – Vmware, and Nutantix, including maintenance, patching and support
Work with compliance teams around security certification needs, related to ISO2701:22 and HiTrust, as well as, HIPAA certification.
Support remediation efforts related to network, application and Cloud infrastructure penetration testing.
Communication with subcontractor partners on internal support activities.
Updating and maintaining configuration documents, asset inventories,
Applying end point updates, patches, and configuration changes.
Leveraging SYSAID or windows updates.
Answering technical queries and assisting end users in the Louisville office.
Monitor and maintain photocopiers and printers.
Assist in the organization and inventory of all hardware and software resources.
Support needs around migration of applications and services for new hardware.
Perform on-site and remote technical & network support.
Troubleshoot issues and Assist with driving network infrastructure, VLans and general Networking requirements are meeting application and employee needs.
Maintains excellent communication with IT leaders on all tasks and projects.
Basic support of SQL Server.
Performs other duties as assigned.