Level II Engineer

Position Title:
Engineer - Level 2 (Onsite)

Engineers at Retro Fit are responsible for the development and delivery of our technical offerings. This position is in the service delivery department. Engineers at Retro Fit are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills.

The position requires extensive travel to our client base. A company‑provided Retro Fit van with gas card, cell phone, and laptop is issued.

• Perform routine onsite helpdesk services.
• Plan and implement solutions using the latest technology.
• Deploy workstations, printers, switches, servers, backup appliances, wireless networks, etc.
• Configuration, management, and troubleshooting routers, switches, and firewalls.
• Provide innovative technical solutions to complex hardware and software problems.
• Provide detailed and effective communication to internal and external customers.
• Clearly and concisely articulate problems and solutions for issues to clients over the phone, via e‑mail, and in person.
• Serve as technical point of contact on customer engagements and internal projects.
• Complete projects and tasks on‑time and within budget.
• Understand SLAs in a production environment and proactively strive to meet them.
• Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the ticket tracking systems accurately and promptly to provide an up‑to‑date picture of service delivery status and backlog.
• Assist the Managed Services team with support requests such as helpdesk, NOC, backup, and alerting, during downtime.
• Assist the Break/Fix team with diagnostic, repair, and replace services, during downtime.
• Other duties as assigned.

• Bachelor’s degree or equivalent experience.
• Experience with Windows Server 2012, 2016 & 2019.
• Experience with tools such as spam filters, antivirus/EDR, email backup, and email archivers.
• Experience with Office 365 and Azure.
• Experience with switches, routers, firewalls, and wireless access points.
• Experience with physical server and storage management.
• Clean driving record and able to be added to the company vehicle insurance policy.
• Ability to lift a minimum of 50 lbs.
• Sense of urgency.
• Ability to work independently with minimal direction.
• Experience with ticketing and asset management systems.
• Ability to handle multiple tasks and priorities.
• Exceptional oral, written, and documentation communication skills.
• Critical attention to detail and solid creative problem‑solving skills.
• Ability to consistently follow policies and procedures.

• VMware ESXi and Hyper‑V management.
• Experience with RMM tools such as Datto Autotask.
• Experience with Barracuda email security solutions.
• Experience with Datto backup or other related tools.
• Experience with Auvik network management or other related tools.
• ITILv4 Foundations certification.
• Microsoft 365 or Microsoft Azure certifications.
• Windows Server 2012+ certifications.