Senior IT Service Engineer

Description

Echopath, an IT-managed services provider, is seeking a Senior IT Service Engineer who will be responsible for handling IT projects and service ticket escalations.

This role provides technical leadership in business technology. This includes but is not limited to, Microsoft 365 services including Intune administration, Azure services, solution specification, implementation, systems administration, networks, and firewalls that are critical to the success and operations of our clients.

In this position, expect every day to be different and fast-moving as we work to enthusiastically support our customers. A typical day includes solving a wide range of both routine and complex support requests. You will be regularly interacting with an assigned client to make sure their issues are taken care of, and their IT is working for them and not against them.

The ideal candidate will be reliable, highly motivated, possess the ability to work well individually and within our team, have the desire to learn, and have a keen eye for detail and organization.

Responsibilities
• Provide technical support to our clients, troubleshoot complex issues (escalations), and provide effective solutions
• Be an advocate for clients and ensure their success with our solutions and services
• Proactively monitor and maintain our clients' IT systems and infrastructure, ensuring their availability, security, and performance
• Configure, deploy, and maintain Azure services, including virtual machines, virtual desktops, storage accounts, networking, and security
• Design and implement network architecture, including routers, access points, switches, firewalls, and load balancers, to meet client requirements
• Manage Active Directory, DNS, DHCP, and other core network services
• Continuously evaluate and improve our clients' IT systems and infrastructure to ensure optimal performance, reliability, and security
• Develop and maintain documentation, including technical specifications, system diagrams, and operational procedures
• Collaborate with other teams, including developers, project managers, and vendors, to ensure seamless integration and operation of our client's IT systems and infrastructure
• Mentor and assist other support technicians and engineers as needed
• Follow established priority guidelines and published processes
• Be accountable to SLAs and service KPIs
• Thoroughly and accurately document problem resolution via service ticket and punctual time entry
• Lead and/or attend weekly service meetings and standups with other support staff and clients
• Achieve and maintain vendor certifications as necessary
• Available to participate in the on-call rotation and provide after-hours support as needed
• Special projects and other duties as assigned

Qualifications
• Bachelor's degree in Computer Science, Information Technology, or a related field
• 5+ Years of Microsoft systems administration/networking experience
• Demonstrated experience in administering Microsoft 365 (formerly Office 365) services, including Exchange Online, SharePoint Online, OneDrive for Business, Teams, Intune, and other related services
• Knowledge of Azure services, including virtual machines, virtual desktops, storage accounts, networking, and security
• Strong understanding of network architecture and protocols, including TCP/IP, DNS, DHCP, VPN, network segmentation, and firewalls
• Experience with Active Directory, Group Policy, and other core network services
• Knowledge of security best practices, including identity and access management, network security, and data encryption
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders
• Reliable Transportation
• Willingness to travel (25%)