Position Overview: As a key member of the Managed IT Security Services Team, the IT Services Engineer is responsible for delivering exceptional technical support to end users, guiding and mentoring help desk team members, and managing escalations from other staff. This role requires a keen awareness of team workload, technical expertise, and a commitment to providing high-quality customer service to both employees and clients. The IT Services Engineer will troubleshoot and resolve technical issues, implement IT best practices, improve response times, and ensure service level agreements (SLAs) and service desk metrics are met.
Key Responsibilities:
1. Help Desk & NOC Queue Management:
Handle and triage support requests via phone, email, and ticketing system.
Manage Network Operations Center (NOC) tickets, including alerts for server issues, performance problems, event log notifications, backup failures, EDR alerts, and vendor-related issues.
Provide technical support to internal staff.
Participate in an on-call rotation with the MITS team, responding to SMS alerts after hours.
Assist the IT Manager in managing the service desk dashboard, ensuring that KPIs such as response time, ticket aging, client survey scores, and more are within target thresholds.
2. Client Support:
Prepare VMware hosts and IDS servers to support MDR and IR clients.
Decommission servers and wipe appliances remotely.
Develop and maintain strong client relationships as the primary engineer for assigned clients.
Address first-level escalations from IT Services Engineers.
Perform monthly maintenance for clients, including checking backups, updating firmware, assessing network performance, and reviewing patch statuses.
Troubleshoot a wide range of client issues, including user administration, workstations, peripherals, servers, networking, backups, printers, and other devices.
Maintain accurate client documentation in PassPortal and IT Glue.
Achieve a billable utilization target of 55% for client support.
3. System & Network Administration:
Assist in troubleshooting VMware and Linux-based appliances, both on-site and on cloud clusters (AWS, Expedient).
Support and maintain the internal network.
4. Security & Compliance:
Assist in updating network systems, including VMware hosts, Nimble Storage, firewalls, QNAP, and other infrastructure components.
Ideal Candidate Profile:
The ideal candidate will possess:
A commitment to our mission, values, and employee handbook.
Adherence to confidentiality and non-solicitation agreements.
Strong technical knowledge in hardware, software, networking, and IT security practices (including firewalls, encryption, access control, and compliance standards such as SOC 2 and HIPAA).
Proficiency in operating systems (Windows, macOS, Linux), office productivity software, and standard IT tools.
Familiarity with Active Directory, user account management, and networking protocols (DNS, DHCP, TCP/IP).
Excellent problem-solving skills and the ability to resolve a wide variety of IT issues.
Ability to manage multiple projects simultaneously, efficiently and within deadlines.
Requirements:
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
3-5 years of experience in IT support or help desk environments.
Advanced knowledge of operating systems (Windows, Linux).
Proficiency in virtualization technologies (VMware, Hyper-V).
Experience with cloud platforms (AWS, Azure, Expedient).
Strong networking knowledge (DNS, DHCP, routing).
Excellent communication and interpersonal skills to interact with end-users and team members effectively.
Ability to prioritize tasks, manage workload, and ensure timely resolution of tickets.
Understanding of service desk metrics and their impact on service levels.
Working Conditions:
Ability to work outside regular business hours as needed for critical system issues, on-call responses, or maintenance windows.
Physical ability to lift and transport equipment.
Flexibility to work from the office or remotely.
Occasional travel for client site implementations.
Ability to sit for extended periods.
Employee Benefits:
Comprehensive medical, dental, vision, and life insurance policies.
17 days of paid time off (PTO) and 10 paid holidays annually.
401(k) retirement plan.
Career development opportunities, including continuing education and certifications.