Senior Engineer; Level 2

Engineers are strong in all the most common and popular technologies. In addition to strong technical aptitudes, backed by at least 2 years of in the trenches experience, this person is a good communicator and a person who can manage well when the client is in a pickle and really needs strong guidance. The pace and demands in this environment are usually much greater than an "in-house" position.

This person should be prompt and/or know the importance of communicating ETA's to clients. This person should be skillful at pre-project/work-briefings with each client on each project. This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange Online, Microsoft 365, VPN's, firewalls, backup systems and more.

The more truly capable the engineer is in all these areas, the higher the utility value.

• DAILY time entry accounting for at least 7 hours
• Adherence to SLA requirements for ticket resolution and related KPIs
• Documentation of Client Networks
• Creating client specific SOP’s
• Small Projects
• Assist Lead Engineers on larger projects
• Provide guidance and backup coverage for junior Engineers
• T&M service requests
• Participate in on-call support rotations as needed
• Respond to customer support tickets on the service board by triaging and prioritizing requests, communicating clear updates and ETAs, troubleshooting and resolving issues to completion, documenting work performed and time accurately, and escalating appropriately when scope, risk, or complexity requires additional resources.
• Monitor client environments (servers, endpoints, network devices, backups, and security tools), triage and remediate alerts
• Execute scheduled patching and maintenance windows, validate successful completion (including post-change checks), document actions taken, and elevate recurring or high-risk issues with root-cause recommendations.
• Perform Backup Maintenance & Backup Test Restores
• Installation, configuration, troubleshooting and customization of M365 Office Suite applications per customer's preferences
• Install, configure and test workstation hardware including video cards, NICs, storage and peripheral devices such as printers, scanners, etc.
• Configure file, print and remote access services
• Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup
• Administration of enterprise e-mail applications, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Ability to provide accurate time estimates for how long a task will take
• Understands that the success of individuals is measured by the success of their teams
• Ability to quickly learn new technologies through the use of self-study materials and intuition
• Ability to articulate technical information clearly and simply to non-technical people
• Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
• Is self-motivated and can be self-directed when necessary
• Enjoys sharing information, supporting others, and working on a team to achieve team goals
• Takes ownership of tasks and follows through to ensure complete resolution
• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with

• Experience required with Windows desktop operating systems
• Experience with Microsoft 365 and admin functionalities
• Experience with Power Shell and basic automation
• Entra  (Azure AD), Conditional Access, Intune/MDM, identity troubleshooting, endpoint management
• Experience with EDR/endpoint protection, MFA, email security, patching/monitoring, remediation workflows
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Experience with routers and…