IT Technical Engineering Support

Company Overview

RedRock Information Security LLC has been a leader in providing compliance-focused IT solutions for the financial services industry for over a decade. Our expertise in compliance, security, risk management, and IT support enables organizations to meet their compliance objectives and prepare effectively for audits.

Summary

Positions Included: IT Support Technician, Network Engineer, Sr. Network Engineer

These positions are vital to maintaining the design and integrity of our customers' IT systems. At RedRock, you will help set up, manage, and maintain the security infrastructure of our clients’ IT systems. This includes installing and maintaining software and hardware, configuring server and backup systems, and providing vendor support as needed. You'll engage directly with clients, communicate technical information effectively, and troubleshoot all discovered issues.

You'll assist with change management and disaster response while actively applying policies and standards to all projects. The ideal candidate can work independently as well as function effectively within a team of engineers. If you have a passion for customer service, enjoy solving complex technical problems, designing exceptional solutions, and have an eye for detail, we want to hear from you!

Responsibilities:

• Monitor security devices and applications for performance issues and provide troubleshooting support for clients. Analyze root causes when problems arise and resolve them promptly while keeping clients informed throughout the process.
• Document procedures, device statuses, and other critical technical information, recording details of all troubleshooting processes.
• Enforce quality control to ensure all output meets compliance standards by following established policies and procedures that maintain proper network security.
• Define new processes as necessary to adapt to changes in compliance requirements.
• Provide both reactive and proactive support.
• Resolve proactive and reactive tickets (submitted by clients or created by monitoring tools) remotely and onsite within committed Service Level Agreements.
• Escalate issues to other team members when necessary.
• Maintain accurate daily time entries through detailed service ticket notes.
• Implement and participate in various-sized projects.
• Manage customer onboarding and offboarding processes.
• Articulate technical information clearly and simply to non-technical stakeholders.
• Promote managed service offerings and cross-train on other offerings as assigned.
• Mentor other employees.
• Job duties and responsibilities may change based on business needs and conditions.

Minimum Qualifications:

• Strong oral and written communication skills
• Excellent organizational and time management skills with the ability to multi-task across simultaneous projects
• Ability to solve complex IT issues with minimal supervision
• Ability to interact respectfully and tactfully with various personalities
• Knowledge of various virtualization technologies
• Proficiency with network servers, storage arrays, routers, switches, and desktop platforms
• 3 years' experience in helpdesk/customer support/MSP environment
• 3 years' experience with Microsoft Active Directory, Microsoft Server, and Microsoft Office
• 3 years' experience with firewall and network support
• High school or equivalent, required

Additional Preferred Qualifications:

• Higher education preferred, but not required
• Proficiency with workstation operating systems (Windows, macOS)
• Strong Microsoft Windows Server knowledge
• IT certifications (Network , Security )
• Understanding of data integrity, standard backup practices, and associated hardware/software solutions
• Experience with ConnectWise, Fortinet, Veeam, Microsoft 365, Microsoft Azure, EDR/XDR solutions, and IT Glue is a plus
• Knowledge of network practices and protocols including TCP/IP, IPSEC, VPN, RDP, LDAP, EIGRP, DFS, DFSR, NAT
• Windows Server (2016-2025) administration including deployment and management of Active Directory, Group Policies, Certificates, Trusts, Print Servers, Application Servers, etc.
• Ability to build and maintain virtual environments (vSphere, Hyper-V)
• Experience with workstation productivity applications (Microsoft Office, QuickBooks, etc.)
• Router/firewall experience, IDS/IPS, application control, content filtering (FortiGate experience preferred)
• Experience with enterprise email systems (Microsoft Exchange, Microsoft 365)
• In-depth understanding of Microsoft 365 migrations/deployment and security configuration

Required Skills:

• Our technicians are problem-solvers with strong technical aptitude who communicate effectively with clients and team members while maintaining high work standards. In addition, we seek candidates with:
• Problem-solving skills – Ability to apply technical expertise across various client environments, resolve obstacles, optimize performance, and fix errors
• Customer service – Interact professionally with clients throughout all phases of service tickets, from troubleshooting to maintenance, while addressing client needs and clearly communicating technical information
• Attention to detail – Meticulously investigate issues to correct problems while they're still minor and ensure ongoing network security
• Time management – Effectively manage time and resources to meet service deadlines defined by client SLAs, often handling multiple tasks simultaneously and coordinating with team members

Additional Requirements:

• Must have legal authorization to work in the U.S.
• Must possess a valid Michigan driver's license and an acceptable driving record. This position requires the use of a personal or company-owned vehicle while conducting company business.
• Must be organized, detail-oriented, self-motivated, and self-directed
• Must provide excellent customer service with a positive attitude at all times
• Must demonstrate a professional and courteous approach to customer interactions (honest, trustworthy, objective, competent)
• Must possess strong verbal and written communication skills at a consulting level
• Must be available for on-call duty (1 week as primary, 1 week as backup) approximately every 3 months
• Must be available occasionally during evenings and weekends for off-hour maintenance and projects
• Must be willing to travel for client onsite visits (some overnight stays may be required)

SPECIAL REQUIREMENTS:

• Must be able to perform physical activities such as lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing, or walking.
• Must be able to pass a criminal and civil background check.

Job Type: Full-time

Pay: $50,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Experience:

• Technical support: 3 years (Required)
• Customer support: 3 years (Required)

Ability to Commute:

• Grand Rapids, MI 49508 (Required)

Work Location: In person

Salary : $50,000 - $120,000