Hybrid IT Support Engineer – Tier 3

at Wolf Consulting LLC

• Job title: IT Support Engineer – Tier 3
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Tech skills: Firewalls
• Location requirements: Hybrid, Monroeville, United States

About the role

• IT Support Engineer providing technical support and managing IT systems for small and mid-size businesses. Engaging with clients and performing maintenance on various hardware and software systems.

Responsibilities

• Providing proactive and reactive remote technical support to our clients, via telephone, email, and remote control. Some examples include, but are not limited to, the following:
• Managing, installing, configuring, and troubleshooting hardware and software for servers, desktops, laptops, tablets, smartphones, printers, UPS units, firewalls, switches, and other computer systems and devices.
• Working closely with clients, Wolf staff members, hardware and software vendors, and service providers.
• Responding to monitoring alerts.
• Performing computer account maintenance including setting up computers, decommissioning computers, and migrating settings and data.
• Performing user account maintenance including adding and removing users, configuring user profiles, changing passwords, etc.
• Providing technical support to end-users for computer and network related issues.
• Managing onsite and offsite backups, spinning up virtual servers on onsite backup appliances and offsite at the data center, in both test and production scenarios.
• Performing proactive work.
• Serving as an escalation point for complex support issues.
• Working with fellow Service Desk, Field, and Project Consultants remotely or onsite at our clients' offices, implementing projects.
• Providing in-person support to clients visiting our office or onsite at the client's offices.

Requirements

• 5+ years of experience in the support of a variety of Microsoft networks for small and mid-size businesses.
• Associates or Bachelor’s degree in Information Technology, or have equivalent IT support experience, certifications, and/or training.
• Prior MSP experience is preferred.
• Relative industry certifications including Microsoft, CompTIA, etc.
• Familiarity with ConnectWise or similar ticketing system for time and record keeping.
• Excellent customer service skills and initiative to go the extra mile for our clients and team members.

Benefits

• Being a team member of the strongest and fastest-growing IT networking company in the region.
• Working in a fun, energetic, and team-oriented hybrid work environment.
• Our commitment to helping you grow professionally with training and career advancement opportunities including certification testing support, training, and reimbursement.
• Competitive salary and benefits package including 100% employer paid medical, vision and dental insurance at the employee level, generous PTO and holiday offerings, 401(k) Plan with company match, monthly cell phone stipend, and opportunity to receive a year end performance bonus.
• Limited on-call hours for technical employees.
• Social events and volunteering opportunities inside and outside the office.