IT Support Engineer - Tier 3

Job Description

The IT Support Engineer - Tier 3 is a technology expert who enjoys finding the most efficient and streamlined methods to provide remote and onsite support for IT services. IT Support Engineers are responsible for implementing and maintaining client systems. They ensure that technology systems and services within the clients organization run smoothly and securely. This includes networks, servers, on-prem environments, and cloud technologies.

Keeping clients happy and growing personally!

Our position is top-tier support and a project specialist, working with and for the client and backend projects. This person knows the importance of customer relations and strives to provide flexible support and a sympathetic ear when things are challenging for the client. They seamlessly transition from challenging user issues to server and network engineers to address daily needs. They manage their task list efficiently by automating tasks that consume excessive time. They can effectively respond to urgent issues and quickly determine the best action. Filling in and supporting the team comes naturally despite their expertise level.

Teamwork makes our dreams work!

Joining a small team means giving 110% to the collective goals and to each team member. Respect and collaboration are what we strive for. Without each other, we cannot serve our clients in the best way possible. Projects and tickets regularly require the expertise of multiple team members working in tandem to solve an issue. Tickets may be multi-step issues that are solved by various people accomplishing their tasks for the bigger picture. Regular maintenance, local and cloud-based environments, and internal and external systems are all part of a days work.

Benefits of working at Edge!

100% health care coverage for employees, paid vacation, paid holidays, sick time, performance-based bonuses, training, team lunches, coffee, snacks, and other perks make this a great place to work, learn, and grow.

Responsibilities:

· Configure and maintain client systems, including hardware, networks, applications, and cloud technologies.

· Ensure client data is stored securely and backed up regularly.

· Diagnose and resolve hardware, software, system, and networking issues when they arise.

· Replace and upgrade defective or outdated components when necessary.

· Monitor the performance of devices and systems to ensure everything runs smoothly and securely.

· Research and recommend new approaches to improve team, device, and company performance.

· Provide user support when requested.

· Disaster Recovery Solutions

· Document any processes team members must follow to work within our environment successfully.

· Communication with clients to keep them apprised of progress, timelines, changes, and outages.

· IT Support for technical issues involving Microsofts core business applications and virtual environments, including Azure, AWS, Hyper-V, and VMware.

· Design, implementation, and support services for Microsoft-related technologies, such as Windows Server, Exchange, SQL, SharePoint, etc.

· Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, app gateways, NSGs, and other security devices.

· Remote access solution implementation and support: Zero Trust, VPN, and VPCs.

Requirements

Qualifications:

· Knowledge of Windows and Linux server operating systems

· Knowledge of O365 environment administration, including Security and Compliance, Microsoft MDM, Defender ATP, Exchange Online, Teams, SharePoint, and Intune.

· Knowledge of backup best practices.

· Experience migrating companies to the cloud.

· Knowledge of On-prem AD, including group policy and hybrid configurations.

· Experience with network systems, including but not limited to Fortinet, Unifi, Cisco Meraki, Palo Alto, and Watchguard firewalls.

· Experience with RMM tools like Ninja ONE

· Knowledge of document management platforms such as Confluence.

· Familiarity with SIEM solutions and log parsers.

· Familiarity with Cloud orchestration and automation such as Kubernetes and Terraform.

· Familiarity with database operations and support.

· Professional IT Certifications, such as Microsoft AZ 104, MCP, MCSA, or MCSE, Cisco CCNA, Palo Alto PCNSA / PCNSE, and VMware VCP.

Required skills:

· Interpersonal skills: Excellent communication, listening, and customer care.

· Comfortable communicating on the phone, direct messaging, and by email.

· Diagnosis skills of technical issues.

· Multi-tasking and adaptability are necessary.

· Knowledge of our services and support offered to each client.

· Understanding support tools, techniques, and how technology provides IT services.

· Comfortable working in a fast-moving environment.

· Ability to prioritize a wide range of workloads with critical deadlines.

· Availability outside of working hours to resolve emergency issues promptly.

· Excellent critical thinking and problem-solving skills.

· Patient and professional demeanor, with a can-do attitude

Educational/Vocational/Previous Experience Recommendations:

· BA/BS from an accredited college in information systems, business, or computer science, preferably

· 5+ years of experience in a similar role.

Work Environment

The position is in an office setting with flexible remote work options that involve everyday risks or discomforts requiring standard safety precautions. The position is subject to occasional overtime.

Only local candidates need apply. (Headquarters located in Vancouver, WA)

The above statements describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Benefits

Benefits Package

We believe our employees are our most valuable asset, and by offering a benefits package that reflects this belief, we aim not only to attract but retain the brightest talents. Our dedication to a dynamic and enriching work environment includes ensuring the well-being of our team. Our comprehensive package includes:

· Competitive salary, bonus, and incentive package

· Performance Enhancement Program offering opportunities for career growth and advancement

· Generous PTO and holiday schedule

· Superb medical, dental, & vision insurance (100% of employees premium paid by the company)

· Robust 401k w/ generous employer-match employee program

· Comprehensive professional training and development program (up to $5,000 annual allowance)

Outstanding work/life balance and work culture