Senior Support Engineer

3 weeks ago


Knoxville, United States CareerBuilder Full time

AT-NET Services

is looking for a Senior Support Engineer for our Support team to maintain and support our growing client bases technologies. You will be part of an engineering team that is responsible for maintaining high availability technology architectures that meets specific business objectives and SLAs.
This position is responsible for supporting and maintaining the design and integrity of customer's systems and implementing projects.
Responsibilities
Providing escalations to Support team members with a focus on quick resolution of incidents, and high client satisfaction
Handling technically complex problems through analyzing, troubleshooting, and resolving hardware, operating system and application issues that arise
Keeping the teams focus during periods of high service ticket volume, bringing in additional resources and higher escalations as necessary
Work within established configuration and change management policies to ensure awareness, approval and success of changes made to client network infrastructure
Qualifications

Deep knowledge and troubleshooting skills the following:

Microsoft Azure, Microsoft 365 and related cloud applications
Microsoft Windows Server Operating systems and Microsoft application servers
Microsoft Windows Desktop Operating systems and Microsoft Applications
VMWare provide ongoing support, VCP Certification a plus

Thorough understanding and hands on working knowledge of IP routing and switching including VLAN, DHCP, MPLS, VPN, SD-WAN for troubleshooting routers, switches and firewalls
Able to create and modify security policies on routers, switches, and firewalls.
Experience with PowerShell scripting
Strong knowledge of information security and best practices

Experience with CIS Controls, CMMC or NIST a plus

Experience in ConnectWise Automate, Manage GMS, and Logic Monitor a plus
Use of monitoring systems for resource utilization, trending, to ensure system availability
MSP or Service Provider Support: 3-5 years
Strong verbal and written communication skills
Strong interpersonal and customer service skills
Strong organizational skills and attention to detail
Ability to engage, quickly develop trust and build positive relationships with stakeholders
Client-centric, always puts the client at the heart of everything we do
Professional, self-motivated, and completer-finisher approach to work
MSP or Service Provider Support: 3-5 years
Experience in ConnectWise Automate and Manage a plus
Experience in CIS Controls and NIST
Ability to deliver top-quality technical service to clients
Demonstrated excellent resource and time management skills
Strong communication skills - written and oral
Must be an excellent troubleshooter and problem solver
Must be highly productive and collaborative
Ability to travel to client locations when necessary
Duration of employment
Permanent
Technology
Job Location
200 Prosperity Drive, Suite 231, Knoxville, Tennessee, 37923, USA

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