Support Engineer

We're looking for a Support Engineer to join our Service Delivery team and support our ever-growing footprint in Upstate NY. This role acts as a hands-on technical liaison, advisor, and advocate as we assist them with both their hardware and software needs. While our clients grow and evolve, this person will be critical in ensuring their infrastructure can handle the changes necessary to keep up with that demand.

  Rochester Based

Responsible for: 

·        Analyze, support, and provide recommendations for on-premises and cloud-based (AWS) solutions. 

·        Keep team members and supervisors informed of progress and issues. 

·        Participate in the continuous development/maintenance of Managed Services documentation standards and best practices 

·        Perform hands-on fixes remotely including account administration, network configuration changes, and firewall/security adjustments 

·        Execute system migrations, upgrades, maintenance in accordance with process documentation 

·        Develop automation scripts to improve efficiency in deploying and supporting infrastructure 

·        Make recommendations for optimizing performance and reliability of customer environments 

·        Conduct proactive system monitoring and contact customers about potential problems 

·        Providing off-hours support on a rotational basis (on-call), as well as off-hour scheduled maintenance required on an as needed basis. 

·        Manage virtual/physical network infrastructure upgrades, expansions, and modification projects with guidance from Senior Support Engineers  

·        Act as an escalation point and subject matter expert for Tier 1 and Tier 2 incidents/requests 

·        Update, improve and leverage customer runbooks 

·        Travel to client offices within a 2-hour radius of headquarters, is required 

How you will be successful: 

·        Consistently deliver and meet the expectations of customers and Innovative. 

·        Actively participate in team meetings and cross functional interactions that contribute to ·       

·        internal/external process improvements  

·        Maintain infrastructure and networking best practices 

·        Meeting due dates, excellent communication, setting expectations 

·        Work towards becoming a subject matter expert in a specific technology 

·        Maintaining a healthy ticket velocity metric  

·        Timely responses to email, phone, Slack communications  

·        Work towards obtaining AWS Certified 

·        Cloud Practitioner within three months 

·        Sysops Administrator/ Solutions Architect - Associate within 12 months.

What experience you need (degree, experience, specific skills, etc): 

·        2 years of professional IT experience 

·        Associates Degree preferred (Computer Science, Information Technology, or another relevant program)  

·        Administering and maintaining Windows Environments 

·        Office 365 Administration experience 

·        Network Maintenance and Troubleshooting experience 

·        Ticket Management experience, with a preference towards experience using Datto/Autotask 

·        AWS or Microsoft certification preferred 

Salary : $65,000 - $80,000