IT Field Engineer & TAM - SMS Datacenter : Job Details

About the Company

SMS Datacenter is a growing IT MSP for Managed Services, Colocation, Networking, Private Managed Cloud, and Help Desk. We are a team of engineers and techs who tackle new projects, challenges, and issues every day, supporting users' workstations, infrastructures, and networks so they can focus on succeeding in their own jobs. If you enjoy intense days of helping users and working with fellow IT professionals to solve problems and create long-term solutions, then apply to join the team!

About the Role

We are looking for the right IT Field Engineer to join our team, who excels at both technical account management and IT support. You will work together with Help Desk technicians, network and systems engineers, and other professionals to provide excellent IT support for a group of clients. You will be accountable for the rapid ticket resolution, timely project completion, and long-term satisfaction of your customers. True success in this role comes from not just being an excellent troubleshooter yourself, but from documenting, organizing, and conveying information to give your fellow technicians and engineers the tools and knowledge they need to be effective.

Responsibilities

• Provide Level 3 support with excellent customer service for users, building a long-term professional relationship of reliability and trust
• Travel regularly to nearby customer sites to check up users and provide support
• Take on escalations, providing guidance and training to junior team members
• Effectively troubleshoot IT-related issues in multiple unique client environments
• Analyze environments, understand customers' needs and risks, and recommend solutions
• Communicate regularly with points of contact and team members; respond to internal and customer questions and requests promptly, acting on needs or delegating to appropriate teams
• Maintain complete documentation of assigned customers' environments
• Document all work done, issue/project status, and time entries on tickets daily
• Help manage and execute projects involving specialists and technicians, and actively provide status updates
• Perform other job-related duties as necessary

Minimum Qualifications

• 5+ years of experience providing Level 2 or 3 desktop support
• 3+ years of combined experience in roles involving systems and networking support or engineering, preferably for an MSP or other multitenant environment
• Experience with Windows Active Directory, Group Policies, and various Windows OSes and platforms
• Experience with O365 or Exchange administration, migrations, and security
• General networking knowledge including TCP/IP, Layer 2 (VLAN), WAPs, 802.11x including DNS and DHCP
• Project management or solutions implementation experience

Preferred Skills and Experience (Any)

• Routing and switching configuration, firewalling basics
• Cloud computing, virtual desktops infrastructures, and hosted infrastructures
• VMware experience and/or certifications (vSphere, ESXi, vCenter)
• Virtual Desktop Infrastructure and Management of environments such as VMware Horizon, Citrix, and MS Remote Desktop Services of 50+ users
• VoIP migration experience
• Backup and data recovery technologies experience (Veeam, Rubrix, etc)
• Experience working with software licensing and software partners
• Experience supporting Microsoft technologies such as SQL, IIS, DFS, File and Print, etc
• Knowledge of cyber security technologies (AV, DNS, Web filtering, Firewalls, VPNs, Encryption)