Level 1/2/3 MSP Support Engineer

Directec Corporation is growing. We are looking to add a Level 1/2/3 Support Engineer to our Operations Center in Mount Vernon, Ohio. This position will address everything from basic help desk inquiries to advanced engineering issues for our clients. We are an MSP catering to small and medium-sized businesses. We provide buffet style support using a standardized platform. Our clients know exactly how much their next bill will be because we offer an all-inclusive, per user service which includes unlimited Help Desk and Onsite support, complete data backup solutions, cyber-security and anti-virus protection, firewall appliances, Office 365 licenses and more.

Job Summary

The objective is to provide high quality, client-centric, exceptional customer service via remote and on-site support at multiple client locations. You will primarily operate in a Windows environment and are expected to provide end user support both remotely and on-site and will require various troubleshooting functions as necessary.

Essential Job Function

You are responsible for helpdesk support, computer provisioning, installation and maintenance of systems hardware and software at various locations primarily around North Central Ohio. You will ensure that system hardware, operating systems, software systems are monitored to optimize reliability and uptime and updated accordingly. You will develop and review IT processes and procedures, maintenance guidelines and documentation of client network environments. You will assist in project management, definition of needs, benefits, and technical strategy; research & development within the project life cycle; technical analysis and design; and support of operations staff in executing, testing and rolling-out solutions. You will have expert-level proficiency with Windows 10 / 11 and Windows Server 2016 / 2019 to better support end users.

Typical Duties and Responsibilities

Help desk - tier 2/3 support (triage tickets, advanced troubleshooting and remediation, Server Admin, network troubleshooting).
Proactive maintenance, monitoring, documentation, and testing of client network environments through a combination of scheduled onsite and remote work utilizing necessary independent judgment and discretion
Perform desktop and network diagnostics, maintenance and repairs, including updates to applications and the O/S
Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
Apply OS patches and upgrades on a regular basis and upgrade administrative tools and utilities. Configure / add new services as necessary - coordinate and communicate with impacted constituencies.
Develop and maintain installation and configuration procedures and system standards
Maintain accurate and up to date documentation of client’s network environment and supporting material that ensures consistent quality remote support by any member of the Service Delivery Team
Develop subject matter expertise to diagnose and remedy application and end user issues as needed or upon request
Project Deployment – work with assigned project leads, complete assigned tasks within defined scope and timeline to ensure the successful deployment of I.T. projects for our clients
Provide escalation support to diagnose and troubleshoot issues escalated by clients or other members of our team
Professionally document all work performed and submit accurate, detailed support tickets
Participate in the on-call rotation which may include after-hours onsite support

This position description is a communication tool and is not intended to be all-inclusive. Employee may be required to perform other duties to meet the ongoing needs of the organization.

Minimum Qualifications

4+ years work experience in windows administration, networking and desktop support is desired.

Ability to plan, organize and document complex system design; configure systems to be consistent with policies/procedures; communicate technical/complex information both verbally and in writing; establish and maintain cooperation, understanding, trust and credibility; perform multiple tasks concurrently and respond to emergency situations effectively.

Must thrive in a self-directed environment, capable to prioritize tasks on your own and be a strong troubleshooter and problem solver. Accountability and communication of tasks and activities to manager via designated tools ensures a high degree of autonomy.

Industry certifications desired. Experience with ConnectWise Ticketing Systems a plus. Applicants with experience with Sophos, Synology, Cisco, VMWare, VEEAM, Aruba and M365 Administration and migration will be given preferential consideration, Compensation is based on experience.

Work Environment and Culture

You will be working for a small but growing operation, requiring the ideal candidate to be nimble and a self-starter accountable for their time and task management and ability to work with minimal supervision. Work performed remotely and at client sites - typically ranging from 5 - 100 users in size.

Work performed primarily in an office environment, consisting of light to moderate physical activity (lifting up to 50 pounds, use of power tools or work on a ladder may be necessary in the course of your duties). Including use of computer, telephone and/or other office equipment.

Responsibilities occasionally require working evenings and weekends,
Reliable transportation required along with clean driving record and required insurance coverage.
If out of town travel required – Company vehicle will be made available
Must reside within 1 hour of our Operations Center located in Mount Vernon, Ohio 43050.
This is not a Remote Position. This is an onsite position in Mount Vernon, Ohio
Relocation assistance is not available and only applicants within 1 hour of 43050 will be considered.
Medical Insurance, 401K with Company Match Available

For Consideration, Please submit resume, cover letter and salary requirements.

Directec Corporation

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