Senior IT Help Desk Technician - Hybrid (Southlake)

Senior Engineer (Level 3)

Senior Network Engineers are expected to excel in a variety of networking technologies and tools, demonstrating both technical aptitude and a proactive mindset. This role requires strong communication skills and the ability to thrive in a fast-paced, dynamic environment where client satisfaction is paramount. Additionally, this position serves as an escalation point for lower level technicians needing help and guidance. The position involves advanced troubleshooting, project execution, and proactive service delivery, as well as strong leadership skills. Proficiency in ConnectWise for ticketing, automation, and reporting is essential.

Position Responsibilities

• ConnectWise Proficiency
• Service Ticket Management : Expert in using ConnectWise Manage for ticketing, including creating, updating, and documenting all service tickets with a minimum of 9 hours daily logged as Resolution Notes.
• Automation and Efficiency : Utilize ConnectWise Automate to streamline repetitive tasks, execute scripts remotely, monitor networks, and implement proactive measures to reduce incidents.
• Client Communication : Maintain frequent and professional communication with clients through ConnectWise, providing status updates, managing expectations, and promptly addressing escalations.
• Server and Cloud Operating Systems
• Installation, Configuration, and Troubleshooting : Proficient in deploying and managing both on-premises and cloud-based servers (AWS, Azure), virtualized environments (Hyper-V, VMware), and hybrid infrastructure.
• Remote Access and Security : Configure secure remote access solutions (VPN, RDP, and multi-factor authentication) and optimize firewall settings for secure connections.
• Backup and Disaster Recovery : Implement and manage comprehensive backup solutions using ConnectWise and third-party backup tools, ensuring data recovery plans meet RTO / RPO requirements.
• Email and Collaboration Solutions
• Microsoft 365 and Google Workspace Management : Provision and manage email accounts, troubleshoot email flow issues, configure security settings (e.g., SPF, DKIM, DMARC), and assist with migrations and hybrid setups.
• Advanced Email Security and Compliance : Implement and maintain anti-phishing, anti-spam, and compliance policies within Microsoft 365 Defender and similar tools, adhering to best practices for secure communication.
• Workstation and User Support
• Remote and Onsite Support : Provide comprehensive support for Windows and macOS environments, including troubleshooting hardware issues, software installations, and connectivity issues remotely through ConnectWise or onsite as required.
• Endpoint Management and Security : Deploy, configure, and monitor endpoint protection and patch management solutions to ensure systems are up-to-date and compliant with cybersecurity standards.
• Datacentre and Virtualization Technologies
• Virtualization : Design, deploy, and maintain Hyper-V and VMware environments, including high-availability clustering, load balancing, and performance optimization.
• Storage Solutions : Configure and manage SAN, NAS, and other storage solutions, including data deduplication, encryption, and replication strategies to ensure data availability and integrity.
• Networking and Security
• Firewall and Network Configuration : Configure, manage, and troubleshoot modern firewall solutions (SonicWALL, Cisco, Fortinet), including SD-WAN and VPN configurations.
• Advanced Network Security : Implement and monitor intrusion detection and prevention systems (IDS / IPS), web filtering, and advanced security measures using modern tools.
• WAN Optimization and QoS : Optimize wide-area networks for performance and reliability, configure VLANs, and set up Quality of Service (QoS) for voice and data traffic.
• Cloud Solutions and Management
• Public and Hybrid Cloud Management : Expertly manage cloud resources in AWS and Azure, including cost optimization, instance scaling, and performance monitoring.
• Automation and Scripting : Use scripting languages (PowerShell, Python) to automate tasks across Windows Server, Microsoft 365, and cloud platforms for efficiency and consistency.
• Documentation, Compliance, and Reporting
• Detailed Documentation : Ensure accurate and comprehensive documentation of all configurations, changes, and troubleshooting steps in ConnectWise and other systems to maintain a high level of transparency and knowledge sharing.
• Compliance Management : Monitor and enforce compliance with regulatory requirements (e.g., HIPAA, GDPR) and internal security policies.
• Client Reporting and Communication : Provide regular reports to clients on system health, incident response, and project status, offering insights into areas for improvement or optimization.
• Proactive Monitoring and Incident Management
• 24 / 7 Monitoring and Response : Use ConnectWise Automate or similar RMM tools to provide proactive monitoring, automated incident detection, and rapid response to issues.
• Network Health Checks and Maintenance : Conduct regular network assessments, vulnerability scans, and patch management to prevent downtime and ensure optimal performance.
• Escalation Management and Root Cause Analysis : Take ownership of complex issues, perform root cause analysis, and develop long-term solutions to mitigate recurring incidents.
• Customer Relationship and Pre-Sales Support
• Client Engagement : Act as a trusted advisor for clients, understanding their business objectives and aligning IT strategy accordingly.
• Pre-Sales Engineering : Support sales teams by providing technical expertise during the pre-sales process, assessing client requirements, and designing solutions to meet their needs.
• Knowledge, Skills, and Abilities
• Expert proficiency with ConnectWise Manage and Automate.
• Strong understanding of networking, server administration, and cloud platforms (Azure, AWS).
• Knowledge of cybersecurity frameworks and best practices.
• Exceptional project management skills, including the ability to manage technical projects end-to-end.
• Excellent verbal and written communication skills for client-facing interactions.
• Credentials and Experience
• 8+ years of experience in a Managed Service Provider or similar help desk environment.
• Certifications such as CompTIA Network+, Security+, or equivalent.
• Proven track record of delivering technical solutions and maintaining high client satisfaction.

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Hiring Process