ITMS Support Engineer Level 3

IT Managed Services Support Engineer Level 3

Location: Parsipanny, NY or Remote (candidate will be starting in Parsipanny first and then moving to Whippany, NJ) Local or Nationwide Candidates may be sourced

Duration: fulltime

Visa: US Citizen, GC only. Cannot sponsor due to compliance

Travel: 30%, will be reimbursed

Interview: 1 round of phone, in-person

Salary: open + benefits + bonus

Description: Reporting to the Manager in charge of the IT Managed Services vertical within Withum Cyber, the IT Managed Services Support Engineer is responsible for day-to-day proper resolution of Server, firewall and network-related support tickets from various clients and IT Infrastructures as well as onsite deployments of new technology.

Responsibilities & Skills

• Responsible for the daily US service desk activities (provides end-user support) i.e. performs day-to-day end user assistance by actively participating in all Service Desk related activities. Provides level 2 and/or Level 3 support to the end users
• Respond to assigned tickets/tasks in accordance with SLA guidelines
• Ensure proper oversight on Junior Team Members to ensure client needs and expectations are being met.
• Troubleshooting and resolving customer system problems across a broad range of technologies; desktop/portable and remote devices, all peripheral devices, application and enterprise system support; computer hardware and software issues
• Self-starter which can be relied upon to take sound decisions, based upon solid facts (resulting from a comprehensive and structured troubleshooting/diagnostic process)
• Pro-actively seeks for continuous improvement opportunities, where it pertains to processes, procedures and customer satisfaction.
• Provide remote and onsite installations of new software, hardware and upgrades
• Responsible for maintaining and monitoring the health, performance, uniformity of the company and client Firewalls, Access Points, Routers, etc. with other Team Members
• Maintains Appropriate documentation of steps taken to resolve technical issues.
• Finds solutions to day-to-day technical issues with limited resources
• Has the ability to work independently and with minimal supervision
• Ensures proper onsite deployments of client assets, e.g. routers, desktops
• Build Cost Authorization Forms based on client requirements
• Appropriately prioritize both IT projects and day-to-day operations

Strategy & Planning

• Contribute to strategic technology planning and direction of projects
• Understand business needs, educate clients on technology and how to use it as a strategic asset
• Finds solutions to day-to-day technical issues with limited resources
• Build Cost Authorization Forms based on client requirements
• Appropriately prioritize both IT projects and day-to-day operations
• Stay up to date with key service development/issues within the technology and accounting industry and implement new methods or technologies in order to maintain and improve efficiency

Leadership

• Provide direction and support to the other ITMS team members, helps ensure Withum Cyber's strategic goals, and ensuring that they are met efficiently
• Identifying and delegating areas of responsibility to the appropriate authority for team members to successfully accomplish their responsibilities

Position Requirements

Experience & Education

• Bachelor's degree in Information Technology or related field; Master's degree a plus
• The ideal candidate has several IT Certifications, e.g Security+, Network+, etc.
• Minimum of 5-7 years of on-hands service experience with several Windows Operating Systems and network technologies
• Proven successful execution/completion of technology projects
• Experience with Windows 7,10 management technologies
• Experience with Windows 2008 2019 Servers
• Experience in IT consulting and client-facing abilities
• Experience with Linux Systems

Personal Attributes

• Excellent interpersonal, written and oral communication skills
• Demonstrated capacity to work independently
• Naturally self-motivated and detailed oriented
• Resourceful and innovative problem-solving abilities
• Passion for technology service and interest in exploring new methodologies
• Willingness to travel to remote offices and industry events as needed