Senior Escalations Engineer (Partial WFH)
We are a well-established and highly regarded full-service IT consulting, networking, and solutions firm that has been serving customers in the Long Island area since 1990. We pride ourselves on our expertise in modern networking and complex computer systems, and our team of certified technicians, engineers, and customer service representatives work collaboratively to meet our clients’ needs at every level.
Due to our continued growth, we are currently seeking an experienced Engineer to join our dynamic team in Greenvale, NY. This role requires onsite presence for half of the time to ensure effective team collaboration.
Senior Escalations Engineer (Partial WFH) Responsibilities:
- Provide 70% support and 30% project assistance, acting as a key resource in resolving technical issues and executing projects with a team
- Handle escalations effectively, with a balanced workload of 50% support and 50% escalations.
- Address escalations, including BCDR (Business Continuity and Disaster Recovery) incidents, critical errors, failed events from backups, file and folder restoration, and virtual environment remediation.
- Ensure the smooth operation of systems through routine maintenance and detailed documentation for Server Administration (OS, AD, GPO),
- Act as a champion for necessary System Upgrades, conducting thorough research and preparing documentation to support Project Plan Deliverables
- Utilize expertise in virtualization (VMware), including troubleshooting and optimizing space, storage, and CPU utilization.
- Manage and maintain the Datto product line, including backup and recovery solutions.
- Demonstrate proficiency in email security, firewall management, and endpoint security.
- M365 environment, focusing on SharePoint administration, license and subscription management, and addressing critical issues.
- Troubleshoot, deploy, and manage firewalls, with a decent understanding of networking components (Sophos shop).
- Provide general support for client-specific technology, particularly within the Manufacturing vertical, encompassing SAAS-based and on-premise products.
- Collaborate with internal teams and external vendors to ensure seamless operations and client satisfaction.
Senior Escalations Engineer (Partial WFH) Requirements:
- 2+ years working in the MSP industry
- Experience with RMMs and PSA tools
- Expertise in Active Directory and Azure AD
- Experience with Microsoft Exchange and M365
- Hands-on configuration and troubleshooting of switches, routers, and firewalls.
- Familiarity with antivirus solutions (preferably Sentinel One and Webroot).
- Proficiency in Windows 10 and Mac OS.
- Windows desktop support knowledge, including printers, networking, virus removal, and VPN
- Solid understanding of data recovery and hard drive RAID configuration.
- In addition to client support, this role may entail working on various projects such as:
- Migrating clients to a cloud virtual desktop environment.
- Transitioning network file shares to SharePoint Online Document libraries.
- Moving from classic Active Directory to Azure AD, including endpoint joinings.
- Implementing security features and functionality.
- Assisting with new client onboarding.
Senior Escalations Engineer (Partial WFH) Benefits:
- Salary: $85,000 to $90,000
- Comprehensive medical, dental, and vision insurance
- Generous paid time off and company-paid holidays
- 401k plan with a 3% matching contribution
- Employee growth plans and reimbursement for certifications
- Opportunity to work extensively with cloud technology
