Senior Information Technology Support Engineer

Thank you for stopping by to take a look at the Senior IT Support Engineer role I posted here on Linked

IN, I appreciate it.

Allow me to introduce myself a bit. My name is Tom Welke. I am Partner & VP at RSM Solutions, Inc and have been recruiting technical talent for over 24 years and been in the tech space since the 1990s. The reason I mention that, is that I realized - a long time ago - that looking for work is about as fun as a root canal.

So, if I can make things easier and even - perhaps - humorous, I will do it (we all know we could use a laugh or two).

Before I go further, here are a couple things that make this role a tad different than other Senior IT Support roles:

• This role is for someone who has also managed staff (you will have a team of 4 technicians that you will be managing), so experience managing a small team is going to be a must have for this role.
• This role is for an MSP, where you will be working with a variety of their external customers. So, this role is not an internal customer facing role...it is an external customer facing one.

As with just about every role I work on, social fit is going to be super important. So, here are some of those social fit characteristics we are seeking in the candidate for this role:

• There is limited micromanagement here. A lot of people love to hear this...but, there is a flip side to this coin. That means that you don't need to be micromanaged. So, we are seeking that individual who does what they say they are going to do. I know this may sound simple, but I think we all know people who bloviate and don't deliver anything...so,
  
  I think you get my point with this one.
• Availability to be present. We all know people who - when talking to them - you get the feeling that they have 7 other screens up on their desktop and with the attention span of a gnat. Well....that won't really work well here. We need someone to be 'present' in conversations with team mates, external customers and so on.
• This is an environment of constant learning...so, we are looking for that person who likes to consistently learn new things and instill that in their team as well.

Here is a little more on the role, responsibilities and what we are looking for:

This role is being done onsite in Cary, Illinois

The client for this role cannot provide immigration sponsorship now or in the future. As a result, I’m only able to work with candidates who have permanent authorization to work in the U.S. and will never require sponsorship (typically U.S. citizens or Green Card holders). With that in mind, we cannot work with H1b, H4, EAD, STEM, OPT, or other time-limited work authorization visa holders for this role.

You will support a team of 4 level 1 & 2 help desk technicians while also being the 'go to' person for technical activities as well. The team is comprised of more junior to mid-level technicians (typically 2-6 years of experience). That need to continue the expectations that have been set with this team and emphasize that mantra of under promise & overdeliver with your team will be needed for success in this role.

You will also work with clients and provide hands-on support across this company's client base. This company has a client base of 60-70 clients. Most of them are in the 5-25 employee range and range from 5-100 employees in terms of client size.

Here are some of the key responsibilities:

• Support business development, working with existing clients and prospective clients
• Design and implement network and system architecture (you will be working on assessing environments of new customers, so that ability to assess system & network infrastructure and architecture is where this responsibility focuses on).
• Troubleshooting of Microsoft 365, Windows Servers, Active Directory, Hyper V, and Azure.
• Troubleshooting of Microsoft Mobile Management (Intune).
• Work with the team and help automate all processes based on ROI.
• Ownership of the ticket until closure.
• Document procedures and troubleshooting information in our knowledge base/service catalog.

Here are some of the key requirements (rather than listing a zillion bullets, I will just summarize the gotta haves...so, yep, these are the gotta haves):

• At least a few years of experience managing a help desk / service desk team. We don't need to see dozens of years of experience here, though. This is also where mentoring skills come in.
• At least 8-9 years of experience in Systems & Network support experience. However, I am more interested in breadth and depth of experience here than years of experience.
• Extremely strong documentation skills for KB uses.
• Specific troubleshooting experience should include AD, M365, Hyper-V, VMWare, Intune, Entra and Cloud services (primarily Azure).