Level II Engineer

Position Title :

• Engineer - Level 2 (Onsite) Engineers at RetroFit are responsible for the development and delivery of our technical offerings.
• This position is in the service delivery department.
• Engineers at RetroFit 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 RetroFit van with gas card, cell phone, and laptop is issued.
• Key Areas of Responsibility 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.
• Minimum Qualifications 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.
• Preferred Qualifications 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.
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