What are the responsibilities and job description for the Level 3 Infrastructure Engineer position at CORSERVA INC.?
Job Details
Description
Corserva, Inc., located in Trumbull, CT, is searching for full-time Level 3 System Engineers for our Managed Services division.
What you’ll do:
This position is a level 3 technical role within Corserva’s growing Managed Services division. You will be working as part of the team responsible for technical support and IT services across a portfolio of managed service customers.
Your day-to-day responsibilities will include responding to proactive and reactive support tickets for customer IT infrastructure, including virtual and physical computing, server operating systems, data storage, networking, data backup, and more. You will be responsible for administering and managing our remote monitoring and management systems, implementing technical solutions according to established change management processes, and developing and maintaining customer environment documentation.
The role will frequently interact with the Corserva network operations center, sales team, and customers.
Who we are:
Corserva is a privately held, national Managed IT Service Provider headquartered in Trumbull, CT. For over 30 years, we’ve driven customer success by assessing, architecting, implementing, managing, and protecting the IT that runs business. We do all of this by collaborating with best-of-breed technology partners to deliver exceptional value and customized IT solutions that support business growth. We have the operational and technical expertise to deliver results across a customer’s business. From servers to storage and networks to security and cloud computing, we leverage our consulting, technology, and outsourcing abilities to advance customer possibilities, reduce risks, and cut operational costs.
What we offer
We offer a competitive salary plus benefits plan.
Where you’ll work
In our Trumbull, CT office
Your Responsibilities
- Work as part of the Corserva Managed Services team, supporting IT solutions across the customer-specific technology stacks, including HPE, Dell, Microsoft, VMware, Veeam, Datto, Cisco, Fortinet, and more
- Respond, investigate, evaluate, and resolve system alerts and complex customer support case escalations
- Take part in escalation and service review meetings as a subject matter expert
- Take part in on-call rotation for escalation of high-priority issues
- Administer and manage remote monitoring and management platforms
- Write and maintain knowledge base articles and standard operating procedures
- Perform work following established change control processes
- Assist with project work and related reporting and documentation
- Communicate with internal and customer technical teams regarding changes, alerts, problems, root cause analysis, and documentation
- Contribute to customer business reviews by assessing customer environments and service history
- Manage and provision servers, storage, and perform patch management
- Maintain expert-level working knowledge of our products and service offerings to customers
- Achieve and maintain requested IT industry certifications
- Comply with all policies and procedures within the IT Service Management systems
Available Benefits:
- Paid vacation time
- Medical, dental, and vision coverage
- Life Insurance
- And more
Qualifications
About You:
- A candidate with a track record within the IT services industry demonstrating a high level of commitment to exceptional customer service and continuous improvement
- Deep understanding of Windows, networking, firewalls, patch management, endpoint protection, network architecture, virtualization, and asset discovery
- Skilled in event and incident response
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Enjoy working with customers at all levels
- Strong knowledge of ITSM applications and processes
- Strong organizational, presentation, and customer service skills
- Skill in preparing written communications and materials
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
- Ability to multi-task and adapt to changes quickly
- Self-motivated with the ability to work in a fast-moving environment
Experience Recommendations:
- BA/BS, preferably in computer science or a related field.
- 10 years of technical support or related experience.
- Professional IT Certifications from HPE, Dell, Microsoft, VMware, Veeam, Datto, Cisco, Fortinet