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Medicus IT · 7 hours ago

Level 2 Engineer – Technical Services

Phoenix, AZ

Full-time

Onsite

Mid Level

3+ years exp

Medicus IT is dedicated to enhancing IT support services, and they are seeking a Level 2 Engineer to implement customer-facing cloud environments and telephony systems. The role involves resolving escalated service tickets, mentoring technicians, and ensuring high-quality client experiences.

Health CareInformation Technology

Culture & Values

Responsibilities

Deliver an excellent customer experience in all interactions

Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues

Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary

Serve as an escalation point to mentor and coach Technicians and Level One team members

Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software

Work with vendor representatives to resolve software and hardware issues

Install and/or upgrade Microsoft Windows Server Operating Systems

Perform advanced virus, malware and ransomware mediation

Provide professional quality server room cable management

Responsible for creating and maintaining high quality, detailed documentation

Resolve backup issues and perform restore testing

Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments

Work with clients to harden security posture through policy and advanced technologies according to Medicus IT standards and processes

Communicate with clients as required: Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages

Take part in after hours

On Call rotation as needed – must have a minimum of 6 months experience at MIT and have supervisor approval before joining rotation

Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing MIT in a professional manner

Perform on-site technical and customer service support, to include: Emergency/unscheduled repairs of clients’ on-site technical systems and equipment

Performs scheduled maintenance and repairs of clients’ technical systems and equipment

Network switch and server room cable management

Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software

Follow standard procedures to isolate and fix problems in malfunctioning equipment or software

Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation

Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records

Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and MIT

Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in MIT policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements

Lead teams of Technicians and Level One team members on standard projects (i.e. system migrations, virtual server configurations, server and firewall installations, office setups and moves, VPN tunnel configurations)

Participate in project planning, solution delivery, mentoring and teaching improved processes to team members

Follow Medicus IT’s defined processes, policies, service delivery standards

All other duties assigned

Qualification

Microsoft EnvironmentsNetwork + certificationServer + certificationWindows Server 70-410VMWareActive DirectorySQLSharepointExchange ServersBackup TechnologiesVoIPClient relationship skillsProblem solvingVerbal communicationWritten communicationTeam player

Required

Associates degree in technology related field OR equivalent combination of education and work experience

A minimum of 3+ years of as a Systems Engineer or similar role, working in Microsoft Environments

Required certifications: Network +, Server +, Windows Server 70-410, 98-365 or equivalent

Complete other technical and professional development as outlined in development plan

Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues

Knowledge of VMWare, Citrix, VPN and Terminal Services

Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software

Excellent problem solving and client relationship skills

Excellent verbal and written communication skills

Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations

Alignment with Medicus IT's core values of Doing the Right Thing, Taking Ownership and Delivering Results, Cultivating Positivity and Encouraging Improvement and Innovation