MSP Engineer

SUMMARY

The L3 Engineer will be responsible for troubleshooting complex Windows OS and networking issues, collaborating with vendors for third-party software support when needed, managing network infrastructure, and maintaining server and workstation systems. Your primary focus will be on providing exceptional customer service to our valued clients while supporting and mentoring team members.

To be successful in this position, you should have a positive and strong value system, proven experience in systems administration, strong technical skills in server management, networking, and troubleshooting, excellent communication and interpersonal skills, the ability to work independently and as part of a team, and a passion for continuous learning and growth.

JOB RESPONSIBILITIES

• Troubleshooting, repairing, deploying, and managing every aspect of small and mid-sized business computer networks, software systems, and infrastructure. This includes servers, workstations, networking equipment, and application software.
  
• Advanced and escalated troubleshooting of Microsoft Windows servers, workstation operating systems, and network issues.
  
• Facilitating vendor support for third-party software to solve escalated issues.
  
• Project management and deployment of server, network, and workstation installations, upgrades, and network refreshes. This includes server hardware builds, OS installation and configuration, software and application installation, configuration, and deployment of physical and virtual machines.
  
• This position is a higher-level role that not only works with basic network issues but also addresses higher-level concerns in various-sized systems, from small, single-site environments to large, multi-site networks.
  

• Experience in an MSP environment is a must.
  
• 3-4 years of full workstation support with troubleshooting Windows OS 8.1 to 11. This includes all aspects of workstations and associated peripherals such as printers and scanners.
  
• Minimum of 3 years of relevant work experience in systems administration or a related field.
  
• Network experience, including firewalls. SonicWall is preferred, but other technologies such as WatchGuard, Meraki, and others are also welcome.
  
• Experience with smart switches, access points, VPNs, DNS, DHCP, and routers.
  
• Experience with Microsoft Server 2008+.
  
• Must have experience in server OS management, administration, and deployment.
  
• Must have experience in troubleshooting server operating systems, network servers, Microsoft Exchange, SQL Server, hardware, software, and network issues.
  
• Proficiency in Microsoft Active Directory and supporting services (DNS, DHCP, File & Print Sharing).
  
• Proficiency with Hyper-V and VMware hypervisors.
  
• In-depth knowledge of multiple network operating systems, protocols, security best practices, and implementation techniques.
  
• Proficiency in Microsoft Office 365 and cloud management.
  
• Candidates must have excellent communication skills. Must be able to quickly grasp abstract concepts and apply them in troubleshooting scenarios without needing step-by-step instructions.
  
• Must have strong deductive reasoning skills and the ability to solve problems without relying on scripted troubleshooting steps.
  
• Exceptional customer service skills, with a focus on providing timely and effective solutions in line with industry best practices.
  
• Strong communication, teamwork, leadership, and collaboration skills, able to work effectively as part of a team to achieve shared goals.
  
• Demonstrated ability to work independently, manage time effectively, and prioritize tasks.
  
• A proactive thought process and outgoing personality, eager to take on new challenges and learn continuously.
  
• Nice to have: Microsoft/Google/Amazon Cloud Server Management and Deployment experience.
  
• Experience with Kaseya and ConnectWise Manage software is a plus. Possession of A+, Net+, Security+, or related certifications is beneficial.
  
• An associate or bachelor’s degree in network administration or computer science is preferred but not required.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.