Level 1 Engineer - Technical Services (Hybrid)

Overview:

Medicus IT’s Level One role is responsible for serving as an initial point of contact for triaging, then resolving incoming client or system generated requests as well as providing a world class client experience daily. Level Ones assist with escalations from Technicians while following documented policies and procedures to effectively set correct ticket priority, then work to resolve issues in accordance with our standard escalations process either remotely or onsite with our clients.

Duties and Responsibilities:

Troubleshoot and resolve basic desktop, software, network and server issues following published escalation guidelines to ensure issues are resolved in a timely manner.

Assist clients with the installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment and software.

Follows standard escalation process, involving senior resources in a timely manner where required.

Responsible for creating and maintaining high quality, detailed documentation.

Work with vendor representatives to resolve software and hardware issues.

Install software, patches and updates on desktops, laptops and servers.

Perform complex virus detection and removal.

Notifies Client Success Managers when outdated equipment causes repeated issues.

Resolve backup issues and perform restore testing.

Review security parameters with clients and make recommendations on changes according to Medicus IT’s standards and processes.

Actively assist Level Twos and Level Threes on projects (i.e. system migrations, virtual server configurations with high availability, server and firewall installations, VPN tunnel configuration, SAN setups, etc.).

Configure and install firewalls, switches and other network equipment to best practice standards with and without supervision.

Take part in after hours On Call rotation as needed.

Performing scheduled and emergency/unscheduled repairs of clients’ on-site technical systems and equipment.

Network switch and server room cable management.

Works with senior resources to diagnose, troubleshoot, repair, and debug complex technical and computer systems, and software.

Follows standard procedures to isolate and fix problems in malfunctioning equipment or software.

Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation.

Report design, reliability, and maintenance problems or bugs to appropriate technical support team.

Address complex problems where analysis of data requires the evaluation of identifiable factors.

Exercise judgement within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results.

Maintain tools and equipment properly and ensures that they are all in good working order.

Qualifications and Experience:

Associate's Degree in Technology required.

2-5 Years of experience in Microsoft environments required.

0-2 Years of MSP specific experience preferred.

Network + CompTIA certification preferred.

Security + CompTIA certification preferred.

Knowledge, Skills, And Abilities:

Knowledge of VMWare, Citrix, VPN and Terminal Services.

Backup Technologies.

Internet/DNS/E-mail/Communication issues.

Attributes That Will Drive Success:

Problem solving and client relationship skills.

Excellent verbal and written communication skills.

Adaptability and willingness to alter shifts and job requirements to meet client and MIT needs.

Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.

Completing all required training, following all guidance provided in MIT policies, procedures, field guidelines, reporting requirements, and technical advisories.

Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements.