Network Engineer Ӏ

Job Description

Description

As a member of the Support Center team, a Tier 1 Engineer is responsible for responding to, escalating, and resolving monitoring alerts we receive through our various systems. The Tier 1 Engineer will work closely with the other staff members under the Manager's direction with responsibilities including, but not limited to, the following:

• Respond to monitoring requests that come in via phone, email, or ticketing system
• Utilize the client RMM systems to triage alerts and alarms
• Interact with clients using professionalism and promptness
• Jointly solve problems through collaboration with team members
• Proven experience troubleshooting problems ranging from server, network, and PC issues
• Must provide quality customer service skills in all forms of communication
• Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests
• Document resolutions and build knowledge base articles
• Engage in continued certification training to improve their skillset

• Associates degree preferred. Relevant and significant industry experience may provide as a substitute for the education requirement.
• With 1 year experience in Network Operations Center
• Minimum of 1 year experience in administering/supporting any of the following:
• LAN/WAN environments.
• Office365 and Azure
• VMWare and/or HyperV
• Help desk or relevant customer service skills
• Experience with PSA and RMM Tools.
• Good Communication Skills

• Prior MSP Experience a plus
• Microsoft Windows Server 2016/2019
• Active Directory
• Microsoft365 administration knowledge
• Fundamental understanding of DNS, DHCP and TCP/IP
• Microsoft Exchange and SQL Server
• VMware vSphere
• Knowledge of back up technologies
• Knowledge of security practices and policies

• Network +
• Microsoft Beginner Certificates
• Security+