Tech Support III, Engineer

Fisher's Technology•Boise, ID

About The Position

Fisher's Technology Fisher’s mission is to make our customers extremely happy through technology offerings and services that maximize business efficiency and performance. And we do all that while having a great time and loving our work. Fisher's Technology has been selected as one of the “Best Places to Work in Idaho” for the last sixteen years. Fisher’s is a leading technology provider in Idaho, Montana, Utah, & Washington to help businesses perform at the top of their game. We manage IT environments (servers, cloud environments, network equipment, computers, mobile devices, applications, Cloud, VoIP, and internet services), sell and service office equipment (from Canon, Konica Minolta, HP, OCE and many others), and streamline business operations with electronic document management and related software solutions. Learn more at www.fisherstech.com . Position Summary Fisher’s Technology IT Team is seeking to fill our Tech Support III, Engineer position with a qualified individual who has strong attention to detail, is process and detail oriented, and provides exceptional customer experience. This position is responsible for a wide range of projects, handling technical escalations, and contributing to technical development within our managed services team.

Requirements

8+ years of experience in IT support, with a focus on network and infrastructure technologies.
Excellent communication and customer service skills, both on the phone and in writing.
Ability to communicate technical issues clearly and effectively to non-technical stakeholders.
Strong ability to work in a team environment, providing training and support to junior team members and client stakeholders.
Must be able to lift 25 lbs. frequently, 50 lbs. occasionally, and 50+ lbs. with assistance.
Clean driving record.
Microsoft Certified: Azure Administrator Associate
Microsoft Certified: Security, Compliance, and Identity Fundamentals
Microsoft Certified: Modern Desktop Administrator Associate
Cisco Certified Network Associate (CCNA) or equivalent
Fortinet NSE 4 or equivalent
CompTIA Network+ or Security+
In-depth experience in the administration, configuration, and troubleshooting of Microsoft 365 suite (Exchange Online, SharePoint, Teams, OneDrive, etc.).
Knowledge of PowerShell for Microsoft 365 automation and scripting tasks.
Strong understanding of Microsoft 365 licensing models and subscription management.
Extensive experience with VMware vSphere, ESXi, vCenter, and HyperV environments.
Expertise in configuring and supporting enterprise and small business firewall solutions (Cisco, Fortinet, Palo Alto, Meraki, etc.).
Deep knowledge of TCP/IP networking, VLANs, DNS, DHCP, and VPN technologies.
Experience in implementing and troubleshooting network security policies, firewall rules, NAT configurations, and VPN solutions.
Experience with SD-WAN technologies and cloud-based network solutions.

Responsibilities

Configure, deploy, manage and support Microsoft 365 tenants, including Exchange, SharePoint, Teams, OneDrive, and other cloud services.
Administration and support of client virtualization environments including VMware vSphere, and Hyper-V.
Configure, implement, and support multiple vendor network environments including Meraki, Ubiquiti, Cisco, Fortinet, routers, switches, and wireless access points.
Implement, troubleshoot, and resolve complex network issues, including connectivity, routing, and cyber security incident response ensuring compliance and industry best practices.
Serve as the highest-level escalation point for complex technical issues, collaborating with client stakeholders, vendors, and internal technicians to resolve escalated tickets promptly.
Maintain up-to-date knowledge of industry trends, emerging technologies, and security threats, ensuring proactive resolutions and updates to best practices across our client environments.
Lead and assist in the planning, implementation, and execution of network, server, and cloud infrastructure projects (e.g., migrations, upgrades, new deployments).
Collaborate with internal and client stakeholders to define technical requirements, project timelines, and resource allocation for system upgrades and new technology deployments.
Provide technical leadership and mentorship to internal team members, sharing expertise and promoting knowledge sharing within the team.
Assist with training and onboarding new employees on technology platforms, tools, and best practices.
Generate reports on performance, security incidents, and project status for upper management and client stakeholders.
Take ownership of complex technical issues, performing thorough troubleshooting and root cause analysis to resolve and document critical client incidents.
Maintain accurate client and ticketing documentation for system configurations, network topologies, and troubleshooting procedures.
Ensure that all projects and system implementations are well-documented, and that proper training is provided to the client stakeholders and internal technical teams.