CAREER OPPORTUNITY

Managed Services Technical Support

Position Summary

As Managed Services Technical Support, you will be providing tier III IT Support and Break/Fix resolution as well as installation of new equipment and services. This is a hybrid role of providing remote support and on-site support as needed with a general coverage area that includes Omaha and surrounding metro area. There may be occasions where the coverage area is expanded.

Key Responsibilities:

Advanced Troubleshooting and Technical Support:

  • Handle issues that Level I technicians cannot resolve, such as complex hardware, software, or network problems.
  • Identify and troubleshoot persistent issues by conducting in-depth investigations into failures or outages.
  • Remote Support: Use RMM (Remote Monitoring and Management) tools to resolve technical problems without needing on-site visits.
  • Cross-Platform Troubleshooting: Manage issues on Windows, macOS, and Linux systems to ensure all client devices operate efficiently.
  • Strong diagnostic and problem-solving skills in operating systems, hardware, and software platforms.

Network Administration and Maintenance:

  • Set up and maintain routers, switches, VLANs, and firewalls to ensure secure and efficient network operations.
  • Configure VPNs and ensure users can access systems securely from remote locations.
  • Monitor network performance, troubleshoot latency issues, and configure QoS (Quality of Service) for priority traffic such as VoIP.
  • Maintain network diagrams and asset inventories to track infrastructure changes.

Server and Infrastructure Management:

  • Active Directory administration, manage user accounts, permissions, and security policies.
  • Monitor Windows Server/Linux environments, apply updates, and ensure system availability.
  • Handle VMware or Hyper-V platforms, including virtual machine provisioning and monitoring.
  • Monitor backup jobs and test recovery plans to protect against data loss.

Security Management and Compliance:

  • Manage firewalls and EDR tools to protect networks from unauthorized access and malware.
  • Ensure that all systems, applications, and devices are up to date with security patches.
  • Act quickly in the event of a security breach, containing the issue and minimizing impact.

Client Communication and Ticket Management:

  • Proactive Client Communication: Provide regular updates on ongoing tickets, upcoming maintenance, and IT improvements.
  • Maintain ticket documentation with problem descriptions, resolutions, and follow-up actions.

Project Work and System Implementations:

  • Assist with new infrastructure deployments, including servers, network devices, and cloud migrations.
  • Configure and deploy Microsoft 365, Azure, AWS, or other SaaS solutions.
  • Work with third-party vendors to resolve complex issues or implement new solutions.
  • Work closely with other engineers, sales teams, and project managers to ensure smooth client service delivery.

Scripting and Automation:

  • Process Automation: Develop scripts (e.g., PowerShell, Python) to automate repetitive tasks such as account creation or software deployment.
  • Configure alerts and thresholds in RMM tools to automatically detect issues before they impact clients.

Qualifications:

  • 5+ years of experience working in technical support, with a minimum of 2 years in a senior role and a strong background in MSP.
  • In-depth knowledge of Alcatel-Lucent Enterprise, Aruba, Extreme, or Ubiquiti network devices.
  • Strong understanding of TCP/IP, DNS, DHCP, and firewalls.
  • Experience with Microsoft Active Directory, Group Policy.
  • Hands-on with VMware or Hyper-V environments.
  • Experience using backup tools such as Veeam, Acronis, or Datto.
  • Experience with firewalls such as Fortinet, SonicWall, or Palo Alto.
  • Hands-On with EDR solutions like SentinelOne or Carbon Black.
  • Experience with Microsoft 365 administration.
  • Knowledge of cloud platforms like Azure or AWS.
  • Proficiency using ConnectWise Automate.
  • Strong understanding of monitoring tools such as Auvik or PRTG.
  • Strong scripting ability in PowerShell, Python, or Bash.

Additional Requirements:

  • Professional certifications (e.g., Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP are a plus.

Physical Requirements:

  • Sitting: Ability to be able to sit for long periods of time.
  • Lifting: Ability to lift equipment and or tools up to 20 pounds.

If you’re ready to grow your career in an energetic, customer-focused environment, Waterfield may be looking for you!

Waterfield Tech is proud to be an equal opportunity employer

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.