Senior Technical Engineer

2 weeks ago

Philadelphia, Pennsylvania, United States Airiam Full time
Job Overview

Position Title: Level 3 Engineer

Department: Professional Services

Reporting To: Director of Professional Services

Position Summary:

The Level 3 Engineer at Airiam is responsible for executing complex technical projects for clients that extend beyond standard support agreements. These projects may include new implementations, upgrades, or migrations of existing infrastructure systems or services. The engineer will engage in the entire process from initial discussions through to execution and project completion. Effective time management is essential, as the engineer will handle multiple projects simultaneously at various stages of completion. Experience in scoping projects, including task identification and time estimation, is required. Depending on the project size and scope, the engineer may work independently or collaboratively within a technical team to fulfill assigned responsibilities. Additionally, the engineer will provide escalation support for the Service Desk team.

The Level 3 Engineer plays a pivotal role within Airiam's Professional Services department, focusing primarily on technology enhancement projects for clients. Airiam's Project Catalog encompasses a wide range of operations, from upgrading Windows server infrastructure (both virtual and physical) to implementing Microsoft Cloud SaaS technologies, and from enhancing network security to deploying IAM solutions. Professional Services operates in environments of varying sizes, primarily serving small to medium-sized businesses where we act as the primary escalation point for internal IT departments.

Key Responsibilities:

  • Project Implementation:
    • Adhere to the Statement of Work and Project Design.
    • Follow established checklists and procedures.
    • Lead and participate in project planning, execution, and post-project evaluations.
    • Monitor and report on hours worked (actual vs. budget) and address budgetary concerns with the Director and/or Project Manager.
    • Identify out-of-scope tasks and change order requirements.
  • Architectural Design & Review:
    • Create project designs and catalog entries.
    • Advise Client Success staff on best practices and design standards.
  • Statement of Work:
    • Assist in drafting Statement of Work documents alongside Design Desk and Systems Architects.
    • Provide time estimates and deadlines for SOWs.
    • Review completed SOWs for accuracy.
    • Participate in post-project evaluations of SOWs for budget and task accuracy.
  • Maintain and create documentation for project and escalation processes.
  • Performance Metrics:
    • Accountable for achieving performance goals.
    • Regularly update time entries and service ticket statuses.
  • Participate in scheduled meetings to report on individual performance metrics.
  • Notify management of recurring issues or at-risk clients.
  • Monitor and provide guidance on recurring technical implementation challenges, influencing overall company technology practices.
  • Continuously update knowledge and skills to align with support needs.
  • Demonstrate a willingness to adopt new technologies and responsibilities.
  • Work independently with minimal supervision.
  • Exhibit a proactive attitude and creativity.
  • Mentor and train junior technical staff.
  • Be prepared for after-hours work and participate in on-call rotations.
  • Manage multiple projects effectively through strong time management skills.
  • Possess excellent written and verbal communication skills to interact with clients and team members.
  • Demonstrate patience, foresight, and confidence in all interactions.

Required Skills and Qualifications:

Airiam offers a comprehensive range of IT and Security services:

  • Server Technologies:
    • Active Directory – DNS/DHCP, FSMO roles, Federation.
    • Windows file servers – NTFS permissions, share management, DFS.
    • Hyper-V – Configuration, deployment, management.
    • PowerShell – Scripting, automation.
  • Networking Technologies:
    • Core Networking – Routing, VLANs, ACLs, QoS, RADIUS.
    • Wireless Networking – Security protocols, mesh configurations, WDS.
    • Firewalls – Setup, hardening, HA, deployment.
    • VPN – IPSec, SSL-VPN, setup, deployment.
    • Storage – iSCSI, Fibre Channel, NFS, CIFS/SMB.
  • Microsoft 365 & Azure Technologies:
    • Services – VMs, Storage, Networking, AVD, AKS, InTune, AutoPilot.
    • IAM – AAD, Entra ID, RBAC, MFA.
    • IaaS – Creation, configuration, deployment, management.
    • PaaS – App Services, SQL, Functions, Logic Apps.

Preferred Qualifications:

  • Experience with Remote Management platforms (RMM): N-able N-central.
  • Familiarity with Professional Services Automation (PSA): Kaseya AutoTask.
  • Knowledge of Backup & Recovery solutions: Veeam BCDR, N-able Cove.
  • Experience with Security solutions: SentinelOne, ThreatLocker.
  • Networking experience with Fortigate, Cisco, Unifi.

Education and Experience:

  • 7+ years of IT experience, preferably in a Managed Services Provider or Consulting environment.
  • Relevant industry certifications are preferred.
  • An associate degree in a related field is preferred.
  • A high school diploma or equivalent is required.

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Ability to lift up to 15 pounds occasionally.

About Airiam:

Airiam is a premier managed IT services provider, specializing in cybersecurity, cloud solutions, network management, and IT consulting for small to medium-sized businesses. Our dedicated team is committed to delivering exceptional customer service and leveraging the latest technology tools to ensure our clients stay competitive. At Airiam, we focus on transforming digital security and IT management, fostering collaboration, and upholding values of character and integrity.

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