Support Desk Senior Engineer Level II

Job Type

Full-time

Description

Greetings, intergalactic beings from both the Star Wars and Star Trek galaxies! Restech, a cosmic alliance of technological mastery, is on a mission to recruit a versatile Support Desk Tier II Engineer. Are you a Jedi Master or a Clone Trooper? Do you pledge allegiance to the Alliance, the Federation, or are you a Rebel at heart? Your unique background and skills are what we're looking for!
Only apply if you are a true Level 2 Technician or higher.

As a crucial member of our crew, you'll embark on an epic adventure to provide Tier II support for Restech's clients. You'll hone your troubleshooting skills by answering distress calls from across the galaxy and addressing issues detected by our sophisticated monitoring systems. Your vessel awaits - it's time to soar through the stars as the primary escalation point!

Responsibilities:

• Hail incoming customer support calls and navigate tickets through to completion, like a true captain.
• Showcase your technical prowess by providing Tier I & II support that rivals even the most skilled droids.
• Develop and create documentation worthy of the Jedi Archives or the Federation database.
• Proactively manage issues, like a Force-sensitive warrior, anticipating and preventing problems.
• Forge strong alliances with clients, becoming their trusted technical advisor.
• Tackle unusual and complex challenges, sharing your wisdom and learning from others in a Vulcan mind meld.
• Communicate fluently in R2D2 (engineer) and C3PO (mostly human) languages.
• Juggle an array of tasks, embracing the excitement of hopping from an Outlook issue to a failed server.
• Maintain a security-minded approach, whether navigating the Death Star or the Neutral Zone.
• Participate in after-hours on-call support, potentially requiring warp-speed travel to customer sites.

• Provide Tier II support for devices and applications across diverse galaxies and environments.
• Master the art of installing, operating, maintaining, and repairing technology in the spirit of Scotty or R2D2.
• Manage and maintain interstellar networking equipment, like routers, firewalls, and wireless devices.
• Demonstrate familiarity with operating systems from Earth, including Windows Server, Windows Desktop, and Mac.
• Become one with Office 365, harnessing the power of the Force to secure and manage it.
• Implement multi-factor authentication and remote access solutions.
• Maintain the Alphabet Soup for the IT Soul - AD, GPO, VPN, DNS, DHCP, VLAN, WAN

• 5+ years of experience with an MSP or a similar intergalactic business model.
• Working PowerShell knowledge to expedite repairs and service faster than a Millennium Falcon Kessel Run.
• Expertise in all ConnectWise applications, rivaling the most renowned engineers of your galaxy.
• Experience with Veeam, StorageCraft, Acronis, or Datto, which would impress even the Borg.
• Certifications like MSCA, MSCP, Security +, Network +, A+, CySA+. We do substitute experience for certifications.
• Mastery of VMware / HyperV / ESX / ESXi - your skillset will be praised throughout the galaxies!

• Advanced Networking:
• In-depth knowledge of TCP/IP, DNS, DHCP, VLANs, and VPNs.
• Proficiency with firewalls, routers, and switches (e. g. , WatchGuard, Cisco, Juniper, SonicWall).
• Server Administration:
• Expertise in Windows Server (2016/2019/2022) administration.
• Experience with Active Directory, Group Policy, and DNS management.
• Virtualization:
• Strong knowledge of virtualization technologies (VMware, Hyper-V).
• Experience with virtual machine management.
• Cloud Services:
• Experience with cloud migrations, management, and troubleshooting.
• Security:
• Proficiency in cybersecurity best practices and frameworks (e. g. , NIST, ISO 27001).
• Experience with endpoint protection, SIEM, and network security tools.
• Knowledge of penetration testing and vulnerability assessments.
• Storage and Backup Solutions:
• Experience with SAN, NAS, and other storage technologies.
• Proficiency with backup solutions (Veeam, Datto, Acronis).
• Scripting and Automation:
• Strong scripting skills (PowerShell, Python, Bash).
• RMM and PSA Tools:
• Proficiency with Remote Monitoring and Management (RMM) tools (e. g. , ConnectWise Automate, Datto RMM).
• Experience with Professional Services Automation (PSA) tools (e. g. , ConnectWise Manage).
• Advanced Troubleshooting:
• Strong problem-solving skills with a focus on root cause analysis.
• Ability to troubleshoot complex technical issues across multiple environments.
• Documentation and Reporting:
• Ability to create and maintain detailed documentation.
• Experience with generating technical reports and presenting findings to stakeholders.