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Network MSP Administrator

4 months ago

Tampa, United States Imperium Data Full time

Internal Title - MSP NOC Support Engineer II


Position Summary:


At Imperium Data , we're seeking for an exceptionally talented Level II MSP Engineer to become an integral part of our team. This position plays a crucial role in providing top-tier technical support and guidance to both our internal teams and clients, all while maintaining the smooth operation and enhancement of customer IT systems

The ideal candidate will be proficient with industry-standard MSP tools such as Autotask, VSA, IT Glue, Auvik, LogicMonitor, or similar, with a passion for driving development efforts within our technology stack. As a key contributor to our early growth, this position offers significant career advancement opportunities for those committed to excellence and innovation.



Key Responsibilities:

  • advanced technical support to clients/customers, resolving complex IT issues and incidents.
  • ownership of escalated technical issues, prioritize them, and ensure timely resolution according to service level agreements (SLAs).
  • and troubleshoot hardware, software, network, and infrastructure problems, both remotely and on-site if necessary.
  • and resolve escalated technical issues that couldn't be resolved by Level 1 or 1.5 support engineers. Ensure timely resolution of incidents within agreed-upon Service Level Agreements (SLAs).
  • effective communications with clients/customers, keeping them informed about the status of their support requests and providing guidance on issue resolution.
  • accurate records of support requests, troubleshooting steps, and resolutions. Create and update documentation for known issues and solutions.
  • and maintain monitoring solutions to detect and address potential issues before they become critical.
  • in planning and executing technology upgrades and migrations for clients.

Assist system users by confidently troubleshooting Tier 1-Tier 2 issues, including: Windows Server, Active Directory, Active Sync, LAN/WAN, MS Exchange, O365 (Teams, SharePoint, Azure, Auto Pilot, Intune etc.), VMware, Azure, MDM (Mobile Device Management), Disaster Recovery, Veeam etc., MDM, DNS, and maintenance Multifactor authentication Swtiches, routers, layered switches, corporate firewalls Server Apps, WAP and Database.

  • with clients using clear and concise communication in order to facilitate ticket status updates and product availabilities.
  • demonstrate a sense of urgency while acting in a professional, calm manner and managing appropriate and realistic expectations to ensure overall client.
  • critical thinking skills to evaluate all possible solutions and use appropriate judgement to apply most effective resolution methodology.
  • with the planning and implementation of IT projects, such as network upgrades, migrations, and deployments, ensuring successful execution and client satisfaction.
  • development efforts of MSP/NOC tool stack to improve workflow, visibility and reporting while assisting with integrations and development of a differentiated tool set.



Required Skills & Abilities:

4+ years IT experience in Managed Service, help desk, service desk, desktop support, system administrator or network administrator position.

Experience with systems Integrations with tools such as Autotask, Kaseya VSA, IT Glue, Auvik LogicMonitor etc.

Familiarity with APIs, webhooks and other integration protocols for tools advancement.

Ability to work on multiple priorities and/or projects simultaneously.

Ability to build positive and collaborative relationships.

Ability to work independently, prioritize tasks, honor rules of engagement, and follow policies, processes, and procedures.



Physical Requirements:

  • Must possess the mobility to work in a standard office setting (on site or off),
  • Must be able to lift up to 50 pounds at a time.
  • Vision to read printed materials and a computer screen; and hearing and speech to communicate in person and/ or over the telephone. Must be able to sit/stand for extended periods of time.