Level 3 Support Engineer

Role Description

Our Senior Systems Engineer role is responsible for troubleshooting and assisting clients with complex technical issues that arise. This person will be responsible for supporting, maintaining, upgrading, and troubleshooting our client’s networks, either through email, phone calls, remote support software, or directly on-site. Additionally, this person will be called upon to use their experience to identify and implement technical solutions for our clients.

Must be comfortable and confident in troubleshooting problems with Microsoft Windows Server and Desktop, various distributions of Linux, Networking, Firewalls, and Cloud Services. Equally as important, an aptitude for delivering a high level of professional customer care is necessary.

Individuals will be responsible for a wide range of technical systems and customer care, from ‘outside-the-comfort-zone’ technical troubleshooting problems to routine user account maintenance. Further, this position will be the primary interface between our clients and Premier IT. This individual must be experienced and successful in working with C-level users at each site.

Success in this role is measured by results, including timely responsiveness to clients, ability to own projects and support tickets (seeing them through to completion and being responsible for the results), and recognizing when to request assistance.

Responsibilities

Independently and as a team, provide technical support to clients through phone, email, and onsite visits
Support of Microsoft Windows Server (50%), Windows Desktop (40%), & Other Misc. Operating Systems (10%)
Setup, configure and install server and workstations at client locations.
Maintain and monitor backup solutions for our clients
Manage Active Directory, DNS, DHCP, Group Policies, Office 365, Azure, AWS, Watchguard, SonicWALL, Cisco, Juniper, Fortinet
Recommend system improvements to ensure client networks meet industry best practices
Diagnose, troubleshoot, and resolve a wide range of software, hardware, and connectivity issues
Consultative & “Big Picture” mindset when interacting with clients.

Education/Experience

AA Degree in Networking or similar/and or Technical Certifications
Computer Science / Technology Degree (preferred)
8+ years at an IT Managed Services Provider, or
10+ years in a corporate IT environment
Experience using RMM tools with ticketing service
Microsoft and O365 Administration
Strong attention to detail & follows through to completion
Hard-working, ability to multitask and prioritize a complex SLA structure
Honest & dependable
Ability to work independently and in a team, with excellent problem-solving skills
College level or higher grasp of the English language, both written and oral
Above-average interpersonal/customer service skills
Ability to communicate and connect with people
Occasional evening and weekend availability for on-call work
Specialization in one or more of the following Preferred:
- HyperV, Virtualization, Remote Desktop, RemoteApp
- VMWare server virtualization
- Citrix NetScaler/XenApp/XenServer
- Cisco ASA
- Azure/AWS/GCP
- VOIP

Compensation/Benefits

Salary: DOQ

Bonus: Performance-based

Job type: Full-time

Great Company & Team!
Parking on-site and easy commute
Ongoing Training Materials, Reimbursement for Certifications
PTO
IRA w/Company Match
Health/Dental/Vision

Other Requirements

Location: Twin Cities, MN (Required)

License: Driver’s License (Required)

Dependable/reliable transportation (Required)

Language: English (Required)

Work authorization: United States (Required)