Tier 2 Support Engineer

3 weeks ago

Rockville, United States Culture Fits Full time
Job DescriptionJob Description

Reports to: Service Manager

General Summary:

Level 2 Engineers are strong in all the most common and popular networking technologies. In addition to strong technical aptitudes, backed by at least 1 year of in the trenches experience, this person is a good communicator and a person who can manage well when the client is in a pickle and needs strong guidance. The pace and demands in this environment are usually much greater than an "in-house" or enterprise position. This person should be prompt and/or know the importance of communicating next steps and ETAs to clients. This person should be skillful at pre-project/work-briefings with each client on each project. This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange, cloud infrastructure (M365 or Google Workspace), networking, VPN's, firewalls, backup systems and more. The more truly capable the engineer is in all these areas, the higher the utility value.

Position Responsibilities:

  • DAILY time entry accounting for at least 8 billable hours
  • Documentation of Client Networks
  • Small Projects
  • Assist Sr. Engineers on Larger projects
  • T&M service requests
  • Backup Maintenance
  • Configuration of standard mail and messaging clients including Outlook
  • Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer's preferences
  • Understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, and hard drives, smart phones and tablets.
  • Server Experience preferred with Windows Server
  • Configure file, print and remote access services
  • Administration, including add/remove users and groups from both cloud and on-premises directory systems, configure file permissions, and check event logs
  • Configure and restore from backup
  • Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases
  • Takes ownership of tasks and follows through to ensure complete resolution
  • Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
  • Ability to pay close attention to detail while performing technically detailed tasks
  • Ability to deal effectively with stressful situations
  • Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
  • Ability to provide accurate time estimates for how long a task will take
  • Understands that the success of individuals is measured by the success of their teams
  • Ability to quickly learn new technologies through the use of self-study materials and intuition
  • Ability to articulate technical information clearly and simply to non-technical people
  • Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
  • Is self-motivated and can be self-directed when necessary
  • Enjoys sharing information, supporting others, and working on a team to achieve team goals

Knowledge, Skills, and Abilities:

  • Experience required with Windows desktop operating systems
  • Understanding of TCP/IP and troubleshooting Internet connectivity
  • Experience with routers and firewalls
  • Experience with multiuser technology environments (Remote Desktop Services, Citrix, virtual desktop infrastructure)
  • Understanding of relationship between routers, switches, patch panels and connecting nodes to a network
  • Understanding of DNS services
  • Working knowledge of non-Cisco firewall technologies - SonicWALL, Sophos, Juniper, Fortinet, WatchGuard
  • Working knowledge of wireless technologies - Controller vs controllerless, mesh technology, SSID management, signal encryption, dynamic VLAN, RADIUS authentication
  • Working knowledge of security fundamentals endpoint protection, MFA, EDR/XDR, SOC/SIEM, phishing, threat management etc.

Credentials and Experience:

  • Engineer with two to four years experience
  • Minimum 2 years experience Cisco Switching, VLAN, Routing, Firewalling Support
  • Minimum 2 years experience - Mobile device support Android and Apple IOS
  • Minimum 2 years experience - Server Hardware Technologies (CPU/RAID/SCSI) Support
  • Minimum 2 years experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
  • Generates revenue to 3X W2
  • Has at least one certification. The following certifications are preferred: M365 Foundations or Associate, CCNA/CCDA/CCNP, Project+, Network+, Security+, Apple
  • Solid dependable engineer, follows directions and maximizes billing opportunities
  • Consistently receives good client feedback

Promotion:

  • At least four to five years work experience
  • Obtains major certification M365 (Security/Messaging/Teams) Associate or M365 Certified Expert, CCNA, MCDBA, VCP, etc.
  • Strong positive client feedback, seen as expert in their area
  • Shows ability to be a lead engineer
  • Ability to design and implement server level network with little to not support.

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