MSP L3

The MSP IT System Support Engineer – Tier III will be looked at as one of the Sr. technical members of the team and will be responsible for fielding complex high-level escalations and projects. Experience with at least 90% of the following technologies is required – SonicWALL firewalls, vLANS, smart switches, routers, VPN technology, Wireless networks and network configurations. Strong Windows desktop experience, PowerShell scripting, O365 administration and migration. Windows Server administration including Active Directory, and Remote Desktop Services. Virtualization experience with one or more of Azure, AWS, Hyper-V or VMware. Experience implementing and troubleshooting Microsoft Office 365 and Azure. Advanced Backup solutions such as Veeam/Datto. Previous MSP experience is a must-have.

Responsibilities:

As an IT Systems Engineer Tier III you will be:

• Serving as an escalation point for Tier III support issues that are escalated from our Tier I and Tier II engineers.
• Implementing new systems and network solutions and/or improving the efficiency of current implementations
• Serving as an integral member of the Project Delivery teams by providing hands on technical support for complex projects, focusing on production and implementation.
• Install, configure, and support network equipment, including routers, switches and firewalls
• Support VMware and HyperV virtual server technical issues
• Support Windows Server 2012-2019, including issues with Active directory, domain operations etc.
• Provide infrastructure support in all areas needed including storage networking, server/desktop OS, Cloud environments, network security, active directory, virtualization, system and network monitoring, and application installation, configuration and troubleshooting.
• Mentor/Coach to junior support engineers
• An active leader of the technical support team.
• Effectively applying Power Consulting methodology and enforcing standards.
• Responsible for creating detailed documentation outlining how systems were configured and creating end-user guides to standards.
• Responsible for maintaining detailed time tracking of your work

Qualifications:

• 5 years of relevant MSP support experience
• 5 years of Windows Server troubleshooting and deployment experience including Domain creation, DHCP/DNS, DFS replication.
• 5 years of firewall/network layer support and deployment experience including vlan and switch configuration and troubleshooting.
• Vmware ESXi 6.X host build out and troubleshooting experience.
• Hands on experience with implementation, and support of O365 services
• Expert knowledge of PowerShell and scripting.
• 2 years of SAML/Single Sign On experience (Azure, Okta)
• 5 years of hands-on networking experience (routing and switching) with SonicWALL, Cisco, Cisco Meraki is required
• Exceptional troubleshooting skills

Preferred experience with:

• SonicWALL/Fortinet Firewalls and SMAs
• Cisco/UBNT switches
• Cisco OS
• Kaseya
• Autotask/Datto
• Okta/DUO

Required Professional Skills:

• Superior verbal and written communication skills
• Top-class customer service skills
• Excellent documentation, reporting, and planning skills
• Conscientious, accountable, detail-oriented, thorough, and consistent
• Professional demeanor and appearance; punctual, team player
• Outstanding people skills
• Ambition and passion for learning and teaching
• Create/maintain/improve network support documentation and processes