IT Engineer

NESC Staffing

Scottsdale, AZ, AZ

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JOB DETAILS

SKILLS

Access Control, Amazon Web Services (AWS), Best Practices, Cloud Computing, Communication Skills, Computer Firmware, Computer Science, Computer Security, Cryptography, Customer Relations, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Develop and Maintain Customers, Documentation, Email Technology, Establish Priorities, Firewalls, HIPAA (Health Insurance Portability and Accountability Act), Help Desk, IP (Internet Protocol) Routing, IP Addressing, IR (Infrared), Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Intrusion Detection Systems, Linux Operating System, Mac Operating System, Management of Information Systems/Technology (MIS), Market Surveys, Mentoring, Metrics, Microsoft Active Directory, Microsoft Hyper-V, Microsoft Windows Azure, Microsoft Windows Operating System, Multitasking, Network Administration/Management, Network Operations Center, Network Performance/Analysis, On Call, Operating Systems, Performance Metrics, Problem Solving Skills, Reporting Dashboards, Sales Management, Security Monitoring, Service Level Agreement (SLA), Short Messaging Service (SMS), Software Patches, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Leadership, Technical Support, Time Management, User Account Administration, VMWare, Virtualization

LOCATION

Scottsdale, AZ, AZ

POSTED

30+ days ago

IT Services Engineer Responsibilities

As a member of the Managed IT Security Services Team, the IT Services Engineer is responsible for ensuring efficient and effective support for end users, mentoring the help desk team members, and handing escalations from other team members. This role involves awareness of the team’s workload, providing technical guidance, and ensuring a high level of quality customer service for employees and clients. The IT Services Engineer plays a key role in troubleshooting, resolving technical issues, and implementing best practices for IT support. This individual will also work to improve response times, manage escalations, and ensure that service level agreements (SLAs) are met and service desk metrics are within target goals.

Key Responsibilities Include:

1.     Triage Help Desk & NOC queues

·        Triage support requests by phone, email, and ticketing system.

·        Triage Network Operation Center (NOC) related tickets including alert notifications for server down, performance issues, event log alerts, failed backups, EDR alerts, vendor emails, support renewals, etc.

·        Provide technical support to internal employees.

·        Participate in on-call rotation with MITS team. On call consists of one week rotation to monitor and respond to SMS alerts that may trigger after hours.

·        Assist IT Manager with managing the service desk dashboard to help ensure KPIs are within goal thresholds for items such as response time, ticket aging, client survey scores, new tickets, FCR and more.

2.     Client Support:

·        Prepare VMware host and IDS servers for Appliance to deploy and support MDR and IR clients.

·        Decommission servers, Appliance by completing remote data wipe.

·        Develop and maintain client relationships by working as “Primary”engineer for clients that are assigned.

·        Respond appropriately to first level escalations from IT Services Engineers.

·        Perform monthly maintenance tasks for clients assigned, such as checking backups, updating firmware, checking general network performance, patch status etc.

·        Troubleshoot client issues, including user administration, workstations, peripherals, servers, networking, backups, virtualization, printers, handheld devices, storage, wireless, etc.

·        Help maintain client documentation in PassPortal and IT Glue.

·        The billable utilization target of 55% hours is for client support.

3.     System & Network Administration:

·        Assist with troubleshooting of VMware & Linux-based Appliance, both onsite and the cluster at AWS and Expedient.

·        Assist with support and maintenance on the internal network.

4.     Security and Compliance:

·        Assist with updates for network systems (VMware hosts, Nimble, Storage, switches, firewalls, QNAP).

IT Services Engineer Profile

Have strong technical knowledge of hardware, software and networking.

·        Have in-depth knowledge of security best practices including firewalls, access control, encryption, and compliance (e.G., SOC 2, HIPAA).

·        Possess knowledge of operating systems (Windows, macOS, Linux) office productivity software, and common IT tools.

·        Experience with Active Directory, user account management, and basic networking concepts (e.G., DNS, DHCP, TCP/IP).

·        Have strong problem-solving skills, with the ability to troubleshoot and resolve a wide range of IT issues.

·        Work on multiple projects simultaneously including additional projects outside the key responsibilities in an efficient and timely manner.

IT Services Engineer Profile Requirements

·        Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

·        3-5 years of experience in IT support or help desk environments.

·        In-depth knowledge of operating systems (Windows, Linux, etc.)

·        Proficiency with virtualization technologies (VMware, Hyper-V etc.)

·        Experience with cloud platforms (AWS, Azure, Expedient)

·        Experience in networking (DNS, DHCP, IP addressing, routing, etc.)

·        Excellent communication and interpersonal skills, with the ability to interact with end-users and team members effectively.

·        Ability to manage multiple tasks, prioritize work, and ensure that tickets are resolved within the agree-upon timeframes.

·        Understand service desk metrics and how they impact service levels

May be required to work outside regular business hours to address critical system issues, on-call notifications or maintenance windows.

·        Occasional travel for system implementation at client locations.

About the Company

NESC Staffing

The company was founded in 1984 as National Engineering Services Corporation. In 2015, we changed our name to NESC Staffing to better reflect the service we provide to businesses and professionals.

We have grown to six branch offices that cover the entire United States, providing everything from engineering to science recruitment and more. Our goal then and now is to combine years of experience in the industry with state-of-the-art recruitment and payroll methods to provide our employees and client companies with qualified technical support and quality service. We are a privately held nationwide firm with corporate headquarters in Portsmouth, NH.

COMPANY SIZE

100 to 499 employees

INDUSTRY

Other/Not Classified

FOUNDED

1984

WEBSITE

http://www.nesc.com

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