As part of the network team, maintain the health of our Hosting infrastructure including ESXi hosts, Datto units, Sonicwall HA firewalls and switches, and the MSAs. Assist with routine maintenance of hosted servers. Monitor hosting infrastructure and client endpoints through our N-Central RMM tool. Monitor endpoint and M365 backups through Solarwinds. Onboard and maintain M365 accounts, architect and move client shares to SharePoint, and provide support as needed. Remote IT support for clients all over the US including some on prem clients’ servers. Periodic onsite client visits in the greater Chicago area including maintenance, upgrades, and troubleshooting. Assist the Sales team for existing and new clients to provide network discovery/assessments and make recommendations. Using our ticketing software, update and maintain assigned tickets. Migration and support of Azure Private and Shared tenants. Weekly meetings with the Network team and Daily Stand Ups. Keep our customers informed as we do our work.
Full Description and Required Skills
Responsibilities May Include:
- Great customer support and communication
- Participation in the Network Team – contributing, learning, sharing, brainstorming; weekly meetings, daily stand up
- Troubleshoot and resolve tickets that have been assigned or escalated by other team members
- System design and system updates for client networks and our hosted environment
- Health and well-being of our internal network
- Health and well-being of our hosted environment offering
- Assist in migrating clients from existing hosted infrastructure to Azure environment
- Assist in migrating clients from our Hosted Exchange to M365, including MFA and backups
- Checking the NOC alerts for all equipment under management
- Compliance with our backup Standard policy for all backup platforms
- Maintaining our VMware environments, including up-time, maintenance planning, software/hardware upgrades, and expansion as needed
- Checking the backup portal for failures or alerts, troubleshoot
- Following and updating maintenance checklists
- Updating tickets with tasks performed, screen shots, outcomes, and time worked, as well as status
- Communication with our Customer Support desk and our clients regarding assigned tickets and projects
- Honoring client confidentiality and guarding their data and access
- Following the schedule to meet our promises to our clients
Required Skills:
- Previous experience with an Outsourced IT company
- 6+ years of experience as a Level IV Tech troubleshooting and maintaining MS Windows platforms
- Install, troubleshoot, maintain Microsoft Windows Server (2012 R2 through 2019) in production environment including Microsoft SQL
- Install, troubleshoot, maintain Hosted Microsoft Exchange Server and assist in decommissioning
- VMware experience including ESXi hosts, creating new servers, use of VMware tools such as V-Center, V-Sphere, etc.; ability to troubleshoot and maintain environment; managing MSA’s and hosted drive space
- Datto BDR servers – monitor, troubleshoot, implement
- Firewall configurations, VPN tunnels, Sonicwall a plus
- Troubleshoot LAN/WAN connectivity issues
- Troubleshoot Wireless Connectivity, public/private wi-fi networks, HP Aruba a plus
- Documentation including tickets/work orders
Desired Qualities:
- Loves IT and working with other Network engineers and support staff
- Excellent time management
- Ability to determine priorities and meet deadlines
- Enthusiastic and confident; takes pride in work performed
- Finds gratification and personal satisfaction in producing a job well-done for clients
- Problem Solver, fast learner
- Patient, courteous, and professional
- Excellent verbal and written communication skills
- Attentive to detail
- Certifications
Technology:
- Microsoft Windows Server (all versions)
- Microsoft Exchange Server (all versions)
- Sonicwall Firewall, configuration from scratch, VPN tunnels, ongoing support
- VMware, ESXi hosts, and related tools
- HP Products – servers, workstations, laptops, switches
- Remote Access tools such as N-Able Take Control, Log Me In Rescue, Remote Desktop Manager
- Managed Services (NOC) experience using N-Able Platform or similar
- Datto BDR Devices
