WE'VE GOT THE POWER. IT'S OUR PEOPLE.
Do you have a passion for learning about new and emerging technologies? Join our growing team!
About Coretelligent
www.coretelligent.com
We recognize that our team members are the core of our company. It is why they stay with us for so long, and it's also what attracts new clients to come aboard.
Coretelligent is a leading provider of comprehensive managed and co-managed IT support, cybersecurity, and cloud services. Our team of world-class experts provides top-tier organizations with the services they need to thrive in today's digital economy. We're proud to be one of the most awarded IT service providers in the nation. Providing complete IT support 24/7/365 days a year, our innovative proprietary technology solutions and a full suite of security services ensure exceptional business performance, data protection and security for our clients' most sensitive information assets.
Founded in 2006, the company has offices in Massachusetts, Maine, New York, Connecticut, Georgia, and California, with expanded support locations in Dallas, Los Angeles, Philadelphia, Tampa, Washington, DC, and West Palm Beach.
We want every team member to know that they are appreciated and valued. That's why we provide competitive compensation and benefits, as well as medical and dental coverage on day 1, employer-paid short- and long-term disability, plus a 401(k)-matching program.
Coretelligent Culture:
We take Coretelligent culture very seriously! As a company we are constantly thinking of ways to give back to our valued employees through company engagement.We offer a competitive salary, amazing benefits, a great PTO package, a healthy work life balance and plenty of opportunities to grow your career from within!
Benefits
- Blue Cross Blue Shield Health Insurance
- Dental insurance
- Flexible Spending Account - Healthcare & Dependent Care
- 401K with company match
- Paid Holidays
- 3 weeks' Vacation
Perks
- Your birthday off
- Remote Work Force
- Monthly Team Lunches
- Quarterly Company Events
- Monthly "Themed T-Shirt" Days
About the Position
Coretelligent's escalation engineer utilizes strong customer service skills to provide advanced technical support to our dynamic client base. In addition, this position will serve as an escalation point for our remote and field engineers level I and II. This role will be based out of our headquarters office in Westwood, MA and interact closely with all levels including executives.
Network Infrastructure and Services
- Utilize advanced working knowledge of corporate networking and services to provide client support. This includes troubleshooting WAN topology and converged switching topology (LAN, VOIP, iSCSI), configuring switches and adding/removing/updating or troubleshooting VLANs, Voice VLANs,trunkingconfiguration.
- Utilize advanced knowledge of perimeter security hardware and concepts for firewall configuration and troubleshooting. This includes auditing perimeter security, implementing and troubleshooting high availability, configuring ACL's, NAT policies, VPN (P2P & Group), interface configuration, and connectivity troubleshooting.
- Utilize expert knowledge of Active Directory to configure, maintain, and troubleshoot AD and all associated services (DHCP, DNS, NAP, etc.)
- Assist with design, and lead or assist with implementation and troubleshooting of complex Active Directory topologies, including site communication, synchronization errors, Group Policy, etc.
- Maintain, configure, and troubleshoot internal and external DNS services and records, including transfers, record updates, record creation, etc.
- Demonstrate expert knowledge of Group Policy - common configuration tasks to include: adjusting security policy/settings, deploying software to end-user machines, configuring common global settings for workstations and servers, etc.
- Perform wireless connectivity troubleshooting for laptops and mobile devices
- Advanced knowledge of enterprise routing, firewall, switching, and wireless technologies to support ongoing setup, configuration, management, and troubleshooting operations. Vendors include: Cisco, HP, Dell/Force10, Fortinet, Ruckus Wireless,AerohiveWireless, etc.
Virtualization
- Utilize expert working knowledge of VMware 5.x and 6.x products for the deployment, configuration, and management ofvCenterServer /vCSA,ESXihosts, VM templates, cluster settings (HA, DRS, etc.)
- Perform configuration, troubleshooting, and change management for key areas, including: local and shared storage,vSwitchesand virtual networking, virtual server resource management (vCPU,vRAM, disk sizes, etc.)for clients
- Configure hosts with local storage and shared storage, extending data stores/partitions, and troubleshooting high availability clusters and iSCSI storage
- Demonstrate advanced working knowledge of shared storage protocols and network configuration (iSCSI, NFS, CIFS)to manage, maintain, and troubleshoot storage systems
- Demonstrate familiarity with shared network storage vendors (Nimble, Dell/EMC, Synology, etc.)to manage, maintain, and troubleshoot storage environments
- Utilize advanced working knowledge of common enterprise backup products (Veeam, Unitrends, Acronis,Nakivo, etc.) to implement solutions and troubleshoot backup issues (orphaned snapshots, stuck snapshots, VSS writer failures etc.)
- Expert working knowledge of Exchange 2010/2013/2016 design, architecture, and troubleshooting including: DAG's, send/receive connectors, access per missioning (full access, send-as, delegate, etc.)
- Troubleshoot common scenarios - mail delivery issues, Outlook connectivity, mobile sync issues, etc.
- Troubleshoot advanced scenarios - database replication failures, DAG cluster communication, log truncation, etc.
User Support
- Manage endpoint security and perform malware and virus detection and removal
- Demonstrate advanced knowledge of common enterprise endpoint antivirus/security tools (Sophos, Symantec, Kaspersky, Webroot, Cylance, etc.)
- Implement and troubleshoot endpoint encryption products (deployment, configuration, management, and troubleshooting) for WindowsBitlocker, Sophos Safeguard, etc.
- Responsible for setup, creation, and management of Microsoft WDS/MDT server and Windows images for client PC deployment.
- Utilize expert knowledge of Windows desktop troubleshooting to assist clients with connectivity, printing, customization, user profile and applications
- Exercise expert Microsoft Office and Mobile Device troubleshooting skills and knowledge to resolve client issues
- Deploy new hardware to clients following existing documentation and configuration/setup processes, implement standard processes where none exist
- Perform user account management in Active Directory, Exchange, Office365, SSO (Centrify), Mimecast, and other platforms. This includes account creation, removal, changes, password resets, and bulk operations.
- Communicate with clients via phone or in person to resolve technical issues, provide expert desktop support and backup solutions, and close tickets
- Utilize expert knowledge of Windows desktop troubleshooting to assist clients with connectivity, printing, customization, user profile and applications
General
- Communicate and interact with clients in a polite/professional manner via both live/in-person or remotely via telephone, email, or trouble ticketing to resolve technical issues and provide expert end-user support
- Collaborate with internal client stakeholders and Coretelligent stakeholders
- Create, update and maintain end-user, application, process, and technical documentation
- Effectively participate in on-call rotation resolving after-hours technical issues
- Accurately, regularly, and effectively record ticket progress and time worked via industry standard PSA (professional services automation) solution
- Demonstrate and model the engineering function to new hires and level I and II engineers
- Serve as a point of escalation to level I and II engineers within the organization
Skills
- Strong written and verbal communication skills
- Must be customer focused and able/willing to provide "white glove" service
- Strong problem-solving skills
- Ability to follow and adhere to defined process
- Ability to effectively multi-task and work in a fast pace environment while producing high quality results
- Experience managing, or mentoring is a plus
- Passionate about technology
Qualifications:
- College degree preferred but not required
- 4+ years of related work experience (including internships)
Pay
This full-time position is based in the US. The salary range is $70k - $80k + benefits. This range reflects the minimum and maximum targets for new hires across all US locations.Individual pay is determined by job-related skills, experience, work location, and relevant education or training within the range.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
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