IT Help Desk Support / MSP Systems Engineer - Level II - Stored Technology Solutions Inc

Why StoredTech?

Are you looking for an exciting, fast-paced career with a fun atmosphere and endless room for growth and development? Do you want to be part of a collaborative team that will always have your back? StoredTech is a thriving IT services company who is dedicated to delighting our clients 100% of the time and we are looking for like minded people to join our team!

The role of Systems Engineer II is to troubleshoot computer related hardware and software for multiple clients that utilize StoredTech as a remote Managed Services Provider. The position requires expertise in IT end user support with a focus on delighting the client! Your experience in delivering IT solutions that work the first time will be the key to your success.

Job Responsibilities

• The expected work week is M-F 8AM-5PM
• The ability to perform emergency maintenance and escalations outside of these hours as needed.
• Day-to-day phone support.
• Ability to support a broad customer base (government, health care, medical practice, construction, etc.).
• Ability to shift quickly and comfortably between broad technology platforms.
• Required on-call 8-week rotation for after-hours support.
• Ability to lift 50 lbs.
• Onsite client visits may be occasionally required (5-20% travel).
• Accurately document client infrastructures, manage system configurations, create flowcharts, diagrams, manuals and other documentation.
• Setup new computer hardware and software.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware and computer peripherals.
• Manage assets and endpoints through Kaseya RMM.
• Delight the customer while supporting either remotely or in-person/onsite.
• Demonstrate initiative, independent judgment and utilize established procedures to address client needs.
• Ability to work 8 hours sitting, speaking on the phone, and using a computer.
• Excellent verbal and written skills.
• Expected to be a subject matter expert of our clients' infrastructure and environment.
• The ability to see through the unknown and draw clarity efficiently to urgent situations.
• Full understanding and knowledge of StoredTech's service offerings and the ability to work as a pre-sales technical resource.
• Adapt to a rapidly changing work environment, manage competing demands and is able to deal with frequent change, delays or unexpected events with full ownership.
• Work dynamically across departments interfacing with IT Project Engineers and Account Managers.
• Expected to lead and provide an escalation point for IT Engineers Level I & II.
• Typically handle fewer tickets, but they usually require research, root cause analysis and are substantially more complex troubleshooting across systems, i.e. virtualization, servers, networking, and security.

Technical Competencies:

• Experience in end user desktop support (Windows 7, Windows 10, Windows Server 2008-2019, MacOS, Linux).
• SMTP/POP/Office 365/Exchange troubleshooting and device configuration/setup.
• Solid understanding of TCP/IP, DNS, DHCP, VPN, VLANs and other network protocols.
• The ability to meaningfully triage third party support for Software/Application issues.
• User creation and maintenance utilizing Active Directory and Group Policy Management.
• End user printer troubleshooting and set up.
• Troubleshooting client WiFi issues.
• Experience running and terminating cable is a plus.
• Experience in configuration, deployment, and troubleshooting of routers, switches and firewalls.
• Familiarity with Microsoft Azure and Intune Services.
• High level network assistance and troubleshooting.

Qualifications

• 3-5 years of experience in the field or in a related area.
• Understanding/exposure to working in an MSP/customer service model.
• Ability to work across teams, groups and functions and to build strong relationships.
• Strong communication and organizational skills.
• Weekends and off-hours will be needed based on projects.
• Ability to thrive in a team environment.
• Attention to detail.
• Proven ability to delight the customer - 100% of the time.