Position Summary Our IT Team is seeking to fill our Tech Support III, Engineer position with a qualified individual who has strong attention to detail, is process and detail oriented, and provides exceptional customer experience. This position is responsible for a wide range of projects, handling technical escalations, and contributing to technical development within our managed services team.
Roles & Responsibilities - Configure, deploy, manage and support Microsoft 365 tenants, including Exchange, SharePoint, Teams, OneDrive, and other cloud services.
- Administration and support of client virtualization environments including VMware vSphere, and Hyper-V.
- Configure, implement, and support multiple vendor network environments including Meraki, Ubiquiti, Cisco, Fortinet, routers, switches, and wireless access points.
- Implement, troubleshoot, and resolve complex network issues, including connectivity, routing, and cyber security incident response ensuring compliance and industry best practices.
- Serve as the highest-level escalation point for complex technical issues, collaborating with client stakeholders, vendors, and internal technicians to resolve escalated tickets promptly.
- Maintain up-to-date knowledge of industry trends, emerging technologies, and security threats, ensuring proactive resolutions and updates to best practices across our client environments.
- Lead and assist in the planning, implementation, and execution of network, server, and cloud infrastructure projects (e.g., migrations, upgrades, new deployments).
- Collaborate with internal and client stakeholders to define technical requirements, project timelines, and resource allocation for system upgrades and new technology deployments.
- Provide technical leadership and mentorship to internal team members, sharing expertise and promoting knowledge sharing within the team.
- Assist with training and onboarding new employees on technology platforms, tools, and best practices.
- Generate reports on performance, security incidents, and project status for upper management and client stakeholders.
- Take ownership of complex technical issues, performing thorough troubleshooting and root cause analysis to resolve and document critical client incidents.
- Maintain accurate client and ticketing documentation for system configurations, network topologies, and troubleshooting procedures.
- Ensure that all projects and system implementations are well-documented, and that proper training is provided to the client stakeholders and internal technical teams.
Requirements: - 8+ years of experience in IT support, with a focus on network and infrastructure technologies.
- Excellent communication and customer service skills, both on the phone and in writing.
- Ability to communicate technical issues clearly and effectively to non-technical stakeholders.
- Strong ability to work in a team environment, providing training and support to junior team members and client stakeholders.
- Must be able to lift 25 lbs. frequently, 50 lbs. occasionally, and 50+ lbs. with assistance.
- Clean driving record.
Technical Qualifications: - In-depth experience in the administration, configuration, and troubleshooting of Microsoft 365 suite (Exchange Online, SharePoint, Teams, OneDrive, etc.).
- Knowledge of PowerShell for Microsoft 365 automation and scripting tasks.
- Strong understanding of Microsoft 365 licensing models and subscription management.
- Extensive experience with VMware vSphere, ESXi, vCenter, and HyperV environments.
- Expertise in configuring and supporting enterprise and small business firewall solutions (Cisco, Fortinet, Palo Alto, Meraki, etc.).
- Deep knowledge of TCP/IP networking, VLANs, DNS, DHCP, and VPN technologies.
- Experience in implementing and troubleshooting network security policies, firewall rules, NAT configurations, and VPN solutions.
- Experience with SD-WAN technologies and cloud-based network solutions.
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Certifications: - Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- Microsoft Certified: Modern Desktop Administrator Associate
- Cisco Certified Network Associate (CCNA) or equivalent
- Fortinet NSE 4 or equivalent
- CompTIA Network+ or Security+
Why Work for Us? - Top Workplace
- Career Advancement
- Employer Paid Life Insurance and Disability
- Paid Time Off, Paid Sick Time, Volunteer Time, Holidays, Bereavement, and Parental Leave
- Benefits Package including FSA, Medical, Dental, and Vision
- 401K with Employer Match
- Tuition Reimbursement
