Job Description

NetGain Technologies is looking for a technical individual who can receive, further diagnose, and troubleshoot problems that are unable to be resolved by our L1 and L2 engineers. They work these problems through to completion using their advanced technical skillset, highly developed troubleshooting technique, and superior problem-solving aptitude. This should be done while ensuring proper communication is maintained with the client throughout the issue. Creative thinking and problem solving are core functions of this role.

Position Responsibilities:

• Investigate and resolve complex issues escalated from Level 2 support related to networks, servers, cloud infrastructure, and VoIP systems
• Provide expert-level troubleshooting and problem-solving for critical IT Systems
• Collaborate with various IT teams to implement long-term solutions for recurring issues
• Develop and maintain technical documentation and knowledge-base articles to reduce escalations and enable teammates
• Mentor and provide technical guidance to junior IT support staff
• Stay current with emerging technologies and industry best practices
• There may be a requirement to work outside normal office hours to undertake routine maintenance or resolve problems

Knowledge, Skills, and Abilities:

Essential skills:

• In-depth knowledge of various operating systems, including Windows Server, Windows Endpoint.
• In-depth knowledge of network protocols, firewalls, and security best practices.
• Experience with VoIP system and troubleshooting voice issues.
• Excellent problem-solving and analytical skills.
• In-depth knowledge of Windows Server, Active Directory, and Group Policy Objects.
• Proficiency in troubleshooting issues related to Azure, Entra AD, Intune, and Active Directory
• Experience with virtualization platforms such as Hyper-V and VMware
• Experience with backups including troubleshooting failed backups and restoring files and/or servers from backup.
• Knowledge of storage solutions and SAN technologies
• Capable of addressing complex problems in cloud environments, particularly Microsoft Azure

Personal Characteristics:

• Highly motivated self-starter, able to work on own initiative with minimum supervision and committed to self-development
• A desire to constantly learn and improve with a proactive approach to service delivery
• Must be well organized and practical with a logical, analytical approach to problem solving. Pays careful, close attention to detail
• Excellent communicator with ability to communicate clearly and tactfully with all levels of staff both written and verbally.
• Ability to problem solve high pressure issues
• Enjoys a challenging yet rewarding environment; Ability to manage conflicting priorities in an effective and professional manner

Credentials and Experience:

Must have at least one certification or working towards upon hire

• Windows Server Hybrid Administrator
• M365 – Enterprise Administrator Expert
• Cisco Certified Network Associate
• 3+ years of relevant service in a data center / NOC environment
• 2 year College Degree or equivalent (4 year degree preferred)

Professional Overview

• In business since 1984
• Large regional business with 6 locations across the Southeast Region
• Ranked as a top MSP in the World by MSP Mentor
• Member of 35B association; offerings services throughout the US
• Professionally managed using Best in Class metrics and procedures

Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. NetGain encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.

NetGain Technologies is an Equal Employment Opportunity (EEO) employer that is committed to a safe and drug free work place. NetGain performs pre-employment criminal background checks and substance abuse testing

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