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!