RJ Young Benefits Overview

Provides Tier 3 escalation support for complex networking, firewall, switching, wireless, virtualization, Windows Server, Active Directory, and Microsoft 365 issues. Owns incidents through resolution, performs root cause analysis, documents procedures, supports staging and deployment, and leads small-to-mid-sized technical projects. The role is customer-facing, primarily office-based with remote customer support, occasional onsite visits, after-hours maintenance, and physical equipment handling.

Provides Tier 3 escalation support for complex networking, firewall, server, virtualization, and Microsoft 365 identity issues. Owns incidents through resolution, performs root cause analysis, documents troubleshooting procedures, and contributes to standard operating procedures. Configures and troubleshoots Sophos firewalls, VLANs, VPNs, Ruckus or Aruba networks, Windows Server, VMware or Hyper-V, and Microsoft 365 services. Supports equipment staging, deployments, cutovers, customer communication, and occasional onsite visits.

Delivers infrastructure deployments, upgrades, migrations, refreshes, and Tier 2 support. Configures and troubleshoots networks, firewalls, wireless, Windows Server, Active Directory, virtualization, Microsoft 365, and backup environments. Performs hands-on equipment staging, validation, documentation, and change management while providing customer-facing communication and escalation handoffs. Occasional onsite visits, maintenance windows, on-call work, and equipment lifting are required.