Job description
In the role of a Tech Support Engineer at Utmost, you will have a key role in ensuring the success of projects from start to finish. Your responsibilities will include overseeing cross-functional teams, providing high-level tech support, and delivering engineering solutions to clients. The perfect candidate should be a strategic thinker, a proficient communicator, and have excellent leadership and problem-solving abilities.
Job responsibilities
- Expect to cover various support request types, from answering simple questions to troubleshooting complex issues on chain, including dApps end-users
- Offer prompt responses and solutions for technical, product, and cloud infrastructure inquiries.
- Serve as an escalation point for the Helpdesk Support Team
- Perform advanced troubleshooting of customers’ network, hardware, and application issues
- Provide onsite technical assistance to our clients
- Work through proactive technical support items
- Respond to inquiries about product or software features and how to use them.
- Handle high-priority technical incidents and critical outages.
- Creating Product Content (KB articles, whitepapers, forum engagement)
- Provide knowledge transfer sessions to help reduce critical issues.
- Respond to technical customer requests in accordance with our SLAs and own them until resolution
- Working knowledge of data center technologies, including SQL clustering, enterprise backup systems, high availability load balancing solutions, virtualization technologies, and SAN architecture
- Manage client security devices such as firewall configurations and firmware updates
- Documentation of network configurations
- Extreme administration of enterprise email applications, such as Exchange Server, including installation, configuration, and troubleshooting
Qualifications
- Qualified candidates will have 2-3 years of experience in a Systems Engineer role in addition to a minimum of 2 years in a Desktop Support role
- Ideal candidates will have prior MSP experience and a proven track record of comprehensive IT administration and support of small, medium, and multi-site networks
- Preference will be given to applicants with CompTIA A+, CompTIA Network+, CCNA, and/or MCSA certifications
- Proficiency in cloud infrastructure, with working knowledge of Microsoft Azure or Amazon AWS, and M365 components such as Exchange Online, Teams, SharePoint, Intune, Security & Compliance, and ATP
- Qualified applicants should have multiple years of experience with these technologies:
- Windows Server OS (all versions) – design, implementation, and support
- Windows 10 and up – installation, configuration, and maintenance
- Hyper-V / VMWare, installing and upgrading ESXi host and vCenter
- Office 365 -multiple applications
- mac
- VEEAM / Altaro
- Remote Desktop Services
- LAN and WAN networking including VPNs, subnetting, VLANs, and routing
- Active Directory, DHCP, DNS, Group Policy, and NAT
- Lifting and racking (or un-racking) server component
Other benefits
- Health, dental, and vision plans, tuition assistance for our employees and their families, paid time off, flexible spending accounts.
