Open Positions

Managed Services Engineer - Tier II

Managed Services Engineer – Tier II

  • Do you love solving puzzles?
  • Do you get excited by new technology?
  • Do you love translating IT jargon for non-technical clients?

BlackPoint IT Services is looking for a Managed Services Tier II Engineer to join our growing team. We are looking for someone who is passionate about technology and customer service and able to thrive in a fast-moving environment.  This position provides the highest level of support to our client end users.  Support will be provided onsite, remotely, over the phone or via email. You will be part of a hardworking team that encourages career growth, collaboration, and work-life balance.

Responsibilities

  • Works with clients to evaluate and solve advanced technical issues
  • Resolves service tickets escalated from lower tiers
  • Leads complex troubleshooting efforts and root cause analysis and implements solutions with minimal supervision
  • Supports system installations, upgrades and other maintenance activities for clients
  • Reviews client environments and proactively plans and implements changes to reduce problems
  • Establishes and maintains working relationships with a wide variety of clients
  • Creates and updates documentation
  • Provides first class customer service
  • Performs other duties as required

Requirements

  • Experience with all supported Microsoft desktop operating systems and Microsoft Office
  • Experience with all Microsoft server operating systems and applications (SQL, Exchange, SharePoint, etc.)
  • Advanced knowledge of computer and server hardware
  • Experience with storage technologies (performance, interconnect, data protection)
  • An understanding of user expectations and typical IT policies and procedures
  • Advanced knowledge of Active Directory, DNS (Internal and Internet), Network Management Technologies and Group Policy
  • Experience with information security, including AV deployment, firewalls, data restore/migration, virus remediation
  • Experience with cloud computing – Office 365, Azure, AWS
  • Excellent written and verbal skills
  • Reliable transportation

Desired Skills and Experience

  • 1-3 years’ relevant work experience, including end user support
  • Experience working with IT network applications/procedures and processes
  • Must have the ability to correlate ticket types and see trends
  • Ability to understand and troubleshoot the Windows family of operating systems including: Active Directory, Exchange, Certificates, PowerShell, and FIM
  • Knowledge of Windows Server (experience with Active Directory Domain Services, creating/deleting/modifying of users/groups/organization units)
  • Familiar with Microsoft tools and services (ITWeb, IDWeb, etc.)
  • Knowledge of performance monitors and debugger tools
  • Experience leading cross-functional projects across remote locations
  • Self-driven, able to juggle many tasks under tight deadlines, comfortable bringing forward ideas
  • Strong teamwork, organization, communication and documentation skills