Senior Help Desk Engineer

Benefits:

• Retirement Plan
• Paid time off
• Health insurance
• Dental insurance

Job Summary

PJ Networks is a Managed Services Provider (MSP) looking for an experienced Help Desk Engineer to join our support team as a Tier 2/3 escalation point. Youll be responsible for remotely monitoring managing and supporting client infrastructure including servers hypervisors and workstations while serving as the go-to resource when front-line technicians need backup on complex issues.

This isnt a reboot and close the ticket role. Youll be working across multiple client environments managing and improving our remote monitoring systems supporting security policies and helping shape how we deliver reliable proactive IT support. Youll work closely with our help desk team field engineers and dispatch to ensure every client receives fast knowledgeable service.

If you enjoy digging into complex problems improving systems and processes and being the person the team turns to when theyre stuck this is the role for you.

Responsibilities

Remote Monitoring & Management

• Utilize existing RMM tools to monitor client hardware software and network health across multiple environments
• Remotely manage support and update servers hypervisors and workstations
• Create new systems and methods of monitoring as needed to improve proactive support and reduce client downtime
• Respond to and triage monitoring alerts identifying and resolving issues before they impact client operations
• Maintain and update documentation for client systems configurations and procedures

Escalation Support

• Serve as the Tier 2/3 escalation point for front-line help desk engineers when issues exceed their scope
• Provide technical assistance over the phone and remotely for clients with complex hardware or software problems
• Troubleshoot and resolve issues across Windows Server Active Directory Microsoft 365 networking and line-of-business applications
• Collaborate with the team to ensure timely resolution and clear communication on escalated issues

Qualifications

Required:

• Minimum 3 years of experience in IT support systems administration or a similar role
• Strong knowledge of Windows Server operating systems ()
• Experience with Active Directory Group Policy DNS and DHCP
• Experience managing hypervisors (Hyper-V and/or VMware)
• Experience administering and troubleshooting Microsoft 365 tenants and services
• Excellent communication skills you can explain technical issues clearly to both technical and non-technical audiences

Preferred:

• Previous MSP or IT consulting experience strongly preferred
• Experience with RMM platforms and PSA tools
• Experience with firewalls and/or network infrastructure management
• Experience with backup and disaster recovery platforms
• Experience with endpoint protection platforms
• Experience with Microsoft Entra ID Intune and Conditional Access policies
• Current industry certifications (CompTIA Network Security Microsoft certifications or similar)
• Scripting or automation experience (PowerShell Python or similar)
• Experience developing SOPs and technical documentation

Schedule: Monday Friday. This is primarily a remote support role based out of our Charlottesville office. Average work week is 4045 hours. Occasional after-hours or weekend work may be required.

Equal Opportunity Employer

PJ Networks is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity sexual orientation national origin age disability veteran status or any other legally protected basis.

PJ Networks has been providing professional IT support to small and medium-sized businesses in Central Virginia since 2005. We deliver managed IT services cloud solutions on-site and remote support and strategic technology consulting. Our mission is to enhance the value and success of our clients businesses by providing superior client-focused IT services and solutions.

Were a small collaborative and dedicated team that takes pride in building long-term relationships with our clients. If you like variety enjoy being part of something bigger than just your job title and want to work with people who genuinely care about doing good work youll fit right in.

Compensation: $65000.00 - $75000.00 per year

From small offices to companies with multiple locations PJ Networks has been setting the standard for business computer support in the Charlottesville area since 2005. We specialize in working with small and mid-sized companies in a variety of industries helping them to streamline and safeguard their computer network environments in order to maximize efficiency and security. Our track record shows that we know just how to do that by looking at each of our clients business technology needs individually and providing recommendations curated to each clients unique situation.

Required Experience:

Senior IC