Network Technician

Job DescriptionJob Description

Position Overview:

We are seeking a highly skilled and experienced Level 2 MSP Engineer to join our dynamic team. As a Level 2 Managed Service Provider (MSP) Engineer, you will play a critical role in providing technical support and ensuring the smooth operation of our clients' IT infrastructure. You will work closely with our clients, troubleshooting complex issues, and delivering effective solutions to meet their business needs. This is an excellent opportunity for a talented individual who thrives in a fast-paced, customer-focused environment and possesses strong technical expertise.

 

Key Responsibilities:

1. Technical Support: Provide expert-level technical support to clients, responding to and resolving escalated IT issues related to hardware, software, network, and infrastructure components. Troubleshoot and resolve complex technical problems to ensure minimal downtime and maximum client satisfaction, while maintaining a strong security posture.

 

2. Incident Management: Handle incoming incidents and service requests, utilizing appropriate tools and processes to accurately diagnose, troubleshoot, and resolve issues within agreed-upon service level agreements (SLAs). Escalate incidents to Level 3 engineers or vendors as necessary and ensure proper documentation of all actions taken.

 

3. Infrastructure Monitoring and Maintenance: Monitor clients' IT infrastructure, including servers, networks, and systems, using monitoring tools and techniques. Perform regular maintenance tasks, updates, patches, and configurations to optimize performance and availability.

 

4. Microsoft 365 Administration: Manage and optimize clients' Microsoft 365 environment, including Exchange Online, SharePoint Online, Microsoft Teams, and other Microsoft 365 services, with an emphasis on security and compliance. Perform tasks such as user management, security configuration, email migration, mailbox management, and collaboration tools configuration, ensuring smooth operation and adherence to best practices.

 

5. Problem Identification and Resolution: Analyze recurring incidents and problems to identify root causes, develop effective solutions, and implement preventive measures. Collaborate with Level 3 engineers and other internal teams to develop long-term resolutions and improve overall system reliability.

 

6. Client Relationship Management: Develop and maintain strong relationships with clients, acting as a trusted advisor and technical liaison. Clearly communicate technical concepts, solutions, and recommendations to non-technical stakeholders, ensuring a high level of customer satisfaction.

 

7. Documentation and Knowledge Management: Maintain accurate documentation of client environments, configurations, and procedures. Contribute to the knowledge base by creating and updating technical documentation, troubleshooting guides, and best practices for efficient problem resolution and knowledge sharing.

 

8. Continual Learning and Professional Development: Stay updated with the latest industry trends, emerging technologies, and best practices in managed services, IT support, and Microsoft 365 administration. Actively participate in training programs, certifications, and knowledge-sharing activities to enhance technical expertise and contribute to the growth of the team.

Qualifications and Skills:

- 3-4 Years experience in Information Technology, or a related field (or equivalent experience).

- Minimum of 3+ years of experience working in a similar role within an MSP or IT service provider environment.

- Strong knowledge of IT infrastructure components, including servers, networks, operating systems, and virtualization technologies.

- Proficiency in troubleshooting and resolving complex technical issues in Windows based environments. MAC’s a +

- Experience with cloud platforms (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V).

- Familiarity with Microsoft 365 administration, including Exchange Online, SharePoint Online, and Microsoft Teams.

- Familiarity with ITIL framework and best practices for incident, problem, and change management.

- Excellent analytical and problem-solving skills with the ability to think critically and quickly adapt to changing situations.

- Strong communication skills, both verbal and written, with the ability to effectively interact with clients and internal

Company DescriptionQuick Copper TM Communications (QCC TM) was established in 1989, to provide DSL, Frame Relay, T1 and internet & telephony services. Since then QCC, has evolved into a full-service communications service provider, providing voice and data services to residential and business clients alike. At QCC, we pride ourselves on being abreast of the latest technologies available for voice and data connectivity and our evolving partnerships with leading voice and data providers.Company DescriptionQuick Copper TM Communications (QCC TM) was established in 1989, to provide DSL, Frame Relay, T1 and internet & telephony services. Since then QCC, has evolved into a full-service communications service provider, providing voice and data services to residential and business clients alike. At QCC, we pride ourselves on being abreast of the latest technologies available for voice and data connectivity and our evolving partnerships with leading voice and data providers.

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