L2 Field Engineer

5 months ago

Richmond, United States ScribNet LLC Full time

We’re looking for a passionate L2 Field Engineer to join the growing ScribNet team. ScribNet is a new take on managed services with a focus in Virginia for this role.

As part of our dynamic team, you'll contribute to delivering unparalleled IT solutions that meet the unique needs of our clients. At ScribNet, we're driven by a commitment to innovation, client satisfaction, and excellence in Managed IT and Cybersecurity services. This role is ideal for someone passionate about making a significant impact, optimizing systems for performance, security, and reliability.

Tasks
  1. Handle Escalations: Address and resolve escalated tickets or issues from Level 1 support or assigned by a Dispatcher/Coordinator.
  2. Complex Issue Resolution: Resolve complex end-user support issues and system-wide administration tasks that require a deeper knowledge of servers, virtualization, networking, and public/private cloud environments.
  3. Autonomous Operation: Operate more autonomously than Level 1 support, handling tasks both remotely and on client sites.
  4. Client-Facing Role: Interact directly with clients to provide support, troubleshoot issues, and deliver solutions.
  5. Project-Based Work: Assist with project-based work such as Exchange to M365 migrations, office moves, Azure migrations, and network configurations.
  6. Technical Expertise: Provide expertise in servers, virtualization, networking, and public/private cloud environments to support clients' IT infrastructure.
  7. Documentation: Maintain accurate documentation of troubleshooting steps, solutions, and system configurations.
  8. Team Collaboration: Collaborate with Level 1 support, Level 3 support, and project teams to resolve issues and implement solutions.
  9. Training and Mentoring: Provide guidance and mentorship to Level 1 support technicians to enhance their skills and knowledge.
  10. Continuous Learning: Stay updated with industry trends, technologies, and best practices to provide effective support and solutions.
  11. System Administration: Perform system administration tasks such as user management, group policy administration, and server maintenance.
  12. Incident Management: Manage and resolve incidents according to defined service level agreements (SLAs) and escalation procedures.
  13. Network Monitoring and Troubleshooting: Monitor network performance, troubleshoot issues, and implement solutions to optimize network performance.
  14. Security Management: Implement and maintain security measures to protect client systems and data, including antivirus management, firewall configuration, and security patching.
Requirements
  1. Education: Bachelor's degree in Computer Science, Information Technology, or related field. Relevant certifications such as Microsoft Certified Systems Engineer (MCSE), Cisco Certified Network Associate (CCNA), or VMware Certified Professional (VCP) are preferred.
  2. Experience: Minimum of 3-5 years of experience in a technical support role, preferably in a Managed Service Provider environment.
  3. Technical Skills:
  • Proficiency in servers, virtualization, networking, and public/private cloud environments.
  • Experience with project-based work such as migrations, office moves, and network configurations.
  1. Communication Skills: Excellent communication skills, both verbal and written, to interact effectively with clients and team members.
  2. Problem-Solving Skills: Strong analytical and problem-solving skills to diagnose and resolve complex technical issues.
  3. Teamwork: Ability to work collaboratively with team members and clients to achieve common goals.
  4. Client-Facing Skills: Experience in a client-facing role, with the ability to build and maintain strong client relationships.
  5. Project Management Skills: Ability to manage multiple projects simultaneously and prioritize tasks effectively.
  6. Adaptability: Willingness to learn new technologies and adapt to changing environments.
  7. Professionalism: Maintain a professional demeanor in all interactions and adhere to company policies and procedures.
  8. Certifications: Relevant certifications such as MCSE, CCNA, VCP, or others related to servers, networking, and cloud technologies.
  9. Availability: Willingness to work flexible hours and participate in an on-call rotation for after-hours support.
  10. Physical Requirements: Ability to lift and move computer equipment and perform tasks on client sites as needed.
  11. Driving License: Some positions may require a valid driver's license and access to a vehicle for client site visits.
Benefits
  • Two Weeks PTO
  • Health Care Reimbursements
  • Exposure to new technologies and an opportunity to grow

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