It Msp Engineer Iii

The Onsite Tier 3 engineer is the cornerstone of the customer experience, performing day to day on premise IT support and incident resolution for a specified client. This role is responsible for getting users back to work quickly and leading escalation efforts of incidents to higher tiers pf support within the ALT organization. Duties are focused on deskside support of onsite client issues. Excellent customer care and a team mentality are essential to this role. The engineer works with end users through email, telephone, tickets and in person.  A key to success is aiding in the maturation of IT, fostering the adoption of good process and procedure. 

General Requirements: 

• IT related degree preferred or equivalent experience. 
• 5 -7 years of total experience including a mix of the following: 
• Experience in a Service Desk or NOC 
• Experience as a field engineer or systems administrator 
• Experience providing desk side support 
• CompTIA, Microsoft, ITIL Certifications preferred. 
• Experience working for a Managed Service Provider (MSP) is a plus. 
• Previous experience with N-Able, or similar RMM solutions is a plus. 

Core Responsibilities: 

• IT support and coordination including but not limited to: 
• End user support of workstations, laptops, tablets, and mobile devices. 
• Infrastructure support of servers, storage, firewalls, and switches. 
• Application support (ERP, Finance, Logistics, etc.) 
• Backup support (Veeam, Datto, Barracuda, etc.) 
• VPN support and configuration 

• Active directory support and configuration, including Azure AD. 
• Log all activity in tickets, both client and ALT platforms. 
• Apply support using prescribed runbooks via the knowledgebase. 
• Aid in the maintenance of existing and composition of new.  
• Clearly and consistently communicate with end users via phone, email and in person. 
• Monitor and respond appropriately to alerts. 

Qualifications: 

• Knowledge of the Microsoft stack - Windows Server, Active Directory, System Center (SCCM / SCOM), Azure, Intune 
• Experience with IT Infrastructure design and troubleshooting 
• Experience with Firewalls, Networking, and Wireless Administration 
• Experience with the PowerShell scripting engine to automate tasks  
• Experience with Virtualization (VMWare / Hyper – V / Citrix) 
• Exposure to SQL and DBMS 
• Relevant IT Certifications  
• Strong verbal & written communication skills along with strong interpersonal skills 
• Excellent documentation skills 
• Comfort interacting with employees at all levels, from front line to CEO. 

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