Duties and Responsibilities:

• Resolve end-user IT issues, such as password reset, software questions, PC hardware problems, Internet connectivity, configurations.
• Investigate, troubleshoot, and resolve support incidents involving our client’s infrastructure. This includes server hardware, virtualization, routing and switching, NAS/SAN storage, backup infrastructure, security (includes Antivirus, intrusion prevention), and client application support. The work requires the role to be a mixture of on site and remote effort.
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.
• Diagnose and resolve network issues (e.g. LAN access).
• Plan, design, implement and troubleshoot network devices such as network cards and HBA’s, managed switches, wireless access points, firewalls and routers.
• Participate in installs, moves, adds, and changes to network and systems access for new, departing, or promoted/demoted employees.
• Accurately log tickets and resolutions into service desk software management system; maintain vigilant maintenance of this process.
• Ability to work independently, prioritize existing tickets, and proactively determine which issues require additional attention or need to be escalated to the rest of the team
• Prioritize service tickets according to severity.
• Document and audit all service events and create detailed documentation and reports as required.
• Implement an infrastructure maintenance routine which includes checking logs, backups and infrastructure resources for problems.
• Complete company-wide IT infrastructure audits to establish a roadmap using current and future researched technology to be the client trusted IT advisor
• Research and recommend improvements to the client’s infrastructure that follow industry and vendor best practices.
• Provide specifications for new infrastructure for sales team
• Develop, administer, and maintain policies and procedures for ensuring the security and integrity of all systems.
• Test and install issued patches in conjunction with software providers and vendors or other third parties.
• Perform hardware and software upgrades.
• Administer and maintain backup systems and processes and perform regular backup, replication and disaster recovery tests.
• Manage and maintain user access in various infrastructure systems for our clients.
• Act as a technical resource/consultant during other projects as required.
• Escalation point for all Managed service issues
• Provide mentorship/training to the rest of the team

Primary Qualifications:

• Professional level certification in any of the following: VCP, MCSA, MCSE, CCNA, CCNP, ITIL
• Working knowledge of virtualization technologies including vSphere, vCenter, Hyper-V. Experience working with vSwitches, iSCSI/NFS, HA, clustering and vMotion
• Working knowledge of Active Directory administration, SCCM, WSUS, group policy, RDS, MS SQL, DHCP, DNS.  Experience with Linux is a bonus. 
• Working knowledge of MS Exchange, O365
• Working knowledge of networking technologies including configuration of firewalls, routers, intrusion detection and protection, switches, access points, Site-to-site and client VPN, dynamic routing, VLANs, DNS, DHCP
• Workspace ONE MDM Administrator/ Mobility Solutions Engineer
• Extensive Knowledge of Workspace ONE
• Experience with Connectwise, Connectwise Automate, or Service Now

Preferred Qualifications:

• High school diploma or equivalent, with a Technical college or university degree preferred, or an acceptable combination of education and relevant experience
• Minimum of 5+ years of industry experience, preferably in a Managed Services environment
• CompTIA A+, CompTIA Server+ or CompTIA Network+
• Excellent verbal and written communication skills, strong organizational and analytical skills
• Ability to work independently as well as part of the team.

Requirements:

• A Valid Driver’s License and vehicle
• Travel as required