Summary
Reports To: Service Manager
Technical Consultant IIs have strong technical aptitudes, backed by at least 3 years of extensive in-the- trenches experience. This person is a powerful communicator and a person who can manage difficult and complex client situations that need strong guidance and resolution. This person should be prompt and/or know the importance of communicating ETA’s to clients. This person should be skillful at pre-project/work-briefings with each client on each project. This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Microsoft Server, Exchange, SQL, IIS, Sonicwall Internetworking, VPNs, and backups.
Responsibilities
Responsibilities include, but are not limited to:
Server Operating Systems
- Installation, configuration and troubleshooting
- Configure file, print and remote access services
- Basic administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup
Enterprise E-mail
- Required: Exchange Server
- Installation, configuration and troubleshooting of clients, including remote clients
- Extreme administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases, replication and Clustering
Workstation Required: Windows
- Troubleshooting and configuration
- Configuration of standard POP, SMTP & Exchange clients including Outlook
- Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer’s preferences
- Solid understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, hard drives, and PDAs
Datacenter Technologies
- Working Knowledge of Enterprise Backup Systems, Veeam
Other Preferred Technical Knowledge
- Experience with and understanding of routers and firewalls
- Experience and understanding of Terminal Services & Citrix
- Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
- Understanding of DNS services
- Understanding of High Availability / Load Balancing solutions
Other Considerations
- DAILY time entry accounting for at least 9 hours in the form of Resolution Notes in Service Tickets
- Monthly billing should be at least 75% or more of a typical month of about 170 hours available
- Regular and timely completion of Minimum Documentation Standards for each client
- On-going self-training to preserve professional viability is a must
- Good communication with other technicians and management with regards to events and changes transpiring at client sites
- Ability to communicate with client at all levels from IT personnel to CxO’s and to understand business issues in context of IT issues
- Takes ownership of tasks and follows through to ensure complete resolution
- Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
- Ability to pay close attention to detail while performing technically detailed tasks
- Ability to deal effectively with stressful situations
- Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
- Ability to provide accurate time estimates for how long a task will take
- Understands that the success of individuals is measured by the success of their teams
- Ability to quickly learn new technologies through the use of self-study materials and intuition
- Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. — Susie can’t print)
- Enjoys sharing information, supporting others, and working on a team to achieve team goals
Credentials and Experience:
- Minimum 5 years’ experience – Active Directory Support, Microsoft Windows and Windows Server Support, Microsoft Exchange Support
- Minimum 3 years’ experience – Cisco Switching/VLAN/Routing/Firewalling Support
- Minimum 3 years’ experience – Server Hardware Technologies (CPU/RAID/SCSI) Support
- Minimum 3 years’ experience – Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
- Required certifications: A+ (801 & 802), 1 MCSA course
- Maintain an awareness of new and emerging technologies and the potential application in client’s environment.
- Foster healthy and happy relationships between i.t.NOW and clients
- Create, maintain documentation (OneNote)
- Create, maintain client configs, Visio docs, supporting information to account techs
- Support internally managed applications (e.g. monitoring tools)
Additional Responsibilities
- Analyze and document business processes and problems. Work with service manager to develop solutions to enhance efficiencies.
- Perform audits (audits of the client audits)
- Other duties as assigned
Requirements
- 3 years in related field
- 1 year previous experience with i.t.NOW or similar MSP-like environment working within multiple technical areas, including bench, alerts, helpdesk, subject matter expert, backups
The job description outlined above reflects general details as necessary to describe the primary functions of this job, the level of knowledge and skill typically required, but should not be construed as an all-inclusive listing of work requirements. Individuals may be asked to perform duties other than those mentioned above in order to cover absences or relief in the appropriate department to equalize peak work periods or otherwise balance the workload.
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