IT Solutions · 5 hours ago
Associate Engineer, Managed Services
NY, Syosset, US
Full-time
Hybrid
Mid Level
3+ years expIT Solutions is a nationally recognized leader in the IT space, specializing in providing high-end technology solutions to small and mid-market businesses. The Associate Engineer, Managed Services will support multiple clients, handling inquiries on the Service Desk while providing excellent customer service and solving technical issues.
ConsultingEducationHardwareInformation TechnologyProfessional ServicesSoftware
Responsibilities
Manage service tickets assigned to your personal and team queue and respond in agreed-upon timeframe
Provide superior service to customers and clients with limited supervision consistently
Provides remote hardware/software support, documentation, support logs and other related information throughout triage process
Act as internal escalation point for other Technicians to engage for technical assistance or process guidance and provide guidance to teammates on operational processes, troubleshooting or customer service
Responsible for the management of network, datacenter, security, and voice technologies. This includes but is not limited to Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, NetApp and other technologies
Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis
Uses monitoring tools to investigate potential issues or respond to monitoring events, this can include but not be limited to Kaseya VSA, Connectwise Automate, LogicMonitor, Nagios, etc
Assists in monitoring and maintaining network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis
Interacts with telecommunication, hardware and software vendors and operates on the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders
Interact and work directly with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time
Work regularly with internal service and project coordinators who assign tickets to the Service DeskTeam
Produce detailed service reports regularly and communicate updates or changes internally and to the clients
Participate in a week-long on-call rotation a few times per year
Travel onsite to client offices to provide services. Days not spent traveling will be worked onsite at IT Solutions or at times working from home
Qualification
Required
Bachelor's Degree, or equivalent level of experience in related field
1 years' work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center and security technologies
2+ years as a level 1 helpdesk technician triaging reported issues and incidents by customers
Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions
Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2013-Current
Experience with any of the following firewalls and remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc
Experience with a ticketing system, such as ConnectWise Manage
Experience supporting virtual desktop environments: Multi-Server Remote Desktop Server farm w/ Secure Gateway is preferred
Experience working with and providing support utilizing Remote Management Tools
Strong oral and written communication skills
Effective time management and multi-tasking skills
Maintains the ability to stay organized and be detail-oriented
Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
Confident and comfortable with client facing activity
Understanding of all Microsoft 365 offerings, as well as a basic understanding of Active Directory
Ability to troubleshoot and configure hardware such as printers, laptops, etc
Ability to lift at least 50 pounds and be comfortable with climbing up step ladders
Preferred
CompTIA A+, Microsoft Windows, Apple macOS certification, Cisco Certifications not required but would be a plus
Benefits
Rich Medical and prescription plans
Dental & Vision
Paid Holidays and Flexible Paid Time Off
401K/401K Roth with Safe Harbor matching
Stock Appreciation Rights
Company-paid life insurance, long-term and short-term disability insurance
Company-paid mental health support & financial wellness services
FSA for medical and dependent care
HSA option with compatible medical plan
Company-paid training, materials, and exams
Performance-based bonuses
Company
IT Solutions
With 30 years of experience as a trusted managed services provider, we're your dedicated partner in navigating the complex world of technology, so you can focus on growing your business.
501-1000 employees
H1B Sponsorship
IT Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
Funding
Current Stage
Late StageLeadership Team
Ted Swanson
Founder
Recent News
Company data provided by crunchbase