Senior Support Engineer - Knoxville TN
AT-NET Services is looking for a Senior Support Engineer for our Support team to maintain and support our growing client base’s technologies. You will be part of an engineering team that is responsible for maintaining high availability technology architectures that meets specific business objectives and SLA’s.
This position is responsible for supporting and maintaining the design and integrity of customer's systems and implementing projects.
- Providing escalations to Support team members with a focus on quick resolution of incidents, and high client satisfaction
- Handling technically complex problems through analyzing, troubleshooting, and resolving hardware, operating system and application issues that arise
- Keeping the team’s focus during periods of high service ticket volume, bringing in additional resources and higher escalations as necessary
- Work within established configuration and change management policies to ensure awareness, approval and success of changes made to client network infrastructure
- Deep knowledge and troubleshooting skills the following:
- Microsoft Azure, Microsoft 365 and related cloud applications
- Microsoft Windows Server Operating systems and Microsoft application servers
- Microsoft Windows Desktop Operating systems and Microsoft Applications
- VMWare provide ongoing support, VCP Certification a plus
- Thorough understanding and hands on working knowledge of IP routing and switching including VLAN, DHCP, MPLS, VPN, SD-WAN for troubleshooting routers, switches and firewalls
- Able to create and modify security policies on routers, switches, and firewalls.
- Experience with PowerShell scripting
- Strong knowledge of information security and best practices
- Experience with CIS Controls, CMMC or NIST a plus
- Experience in ConnectWise Automate, Manage GMS, and Logic Monitor a plus
- Use of monitoring systems for resource utilization, trending, to ensure system availability
- MSP or Service Provider Support: 3-5 years
- Strong verbal and written communication skills
- Strong interpersonal and customer service skills
- Strong organizational skills and attention to detail
- Ability to engage, quickly develop trust and build positive relationships with stakeholders
- Client-centric, always puts the client at the heart of everything we do
- Professional, self-motivated, and completer-finisher approach to work
- Medical
- Teladoc
- Dental
- Vision
- Life and AD&D
- Voluntary Life
- Short-Term Disability
- Long-Term Disability
- Accident Insurance
- Employee Assist (EAP)
- Employer 401(k) Match 4%
- Vacation/Paid Time Off
- Paid Holidays
- Employee and Family events
- Career Advancement
- Great Place to Work
3+ years working with VMWare
MSP or Service Provider Support: 3-5 years
Experience in ConnectWise Automate and Manage a plus
Experience in CIS Controls and NIST
Ability to deliver top-quality technical service to clients
Demonstrated excellent resource and time management skills
Strong communication skills - written and oral
Must be an excellent troubleshooter and problem solver
Must be highly productive and collaborative
Ability to travel to client locations when necessary
Proficient in documentation
