The Virtualization Support Engineer – Level 2 is responsible for handling the overflow of client support tickets and inbound support calls from Tier 1 providing support to clients by isolating, diagnosing, reproducing and fixing technical issues in a timely manner. Responsibilities include troubleshooting problems related to computer systems which do not have standard solutions and that require deviating from standard operating procedures to ensure business system availability.

A Virtualization support engineer will leverage internal technical expertise, including peers, mentors, knowledge base and other internal tools, to provide the most effective solutions to customer issues. In addition, this role is responsible for primary support of MSP customers on-premise and in-cloud environments, which include but are not limited to desktops, servers, printers, networking switches, routers, SAN equipment and Veterinary space.  This position also manages proactive projects for both customers and internal needs as defined by a manager.

Qualifications

  • 5-7 years’ industry experience
  • Good communication and organizational skills;
  • Strong analytical and troubleshooting skills with attention to detail;
  • Strong sense of ownership with the ability to take control of difficult and/or chaotic situations
  • Ability to handle high-stress situations
  • Possess a degree in Computer Science/Engineering or related technical fields or equivalent experience

Skill Set Required

  • Strong experience in Networking, Routing, WAN and LAN infrastructure and protocols (TCP/IP)
  • Virtualization and Clustering experience (VMWare vSphere and ESXi)
  • Understanding of Firewalls and Security devices
  • Functional knowledge of Microsoft Server Operating Systems and other Microsoft Core Services (Active Directory, DNS, DHCP)
  • Proven Microsoft Exchange administration experience
  • Proven Microsoft SQL Server administration experience
  • Proven Microsoft SharePoint Server administration experience
  • Excellent understanding of NTFS Permissions and Active Directory Security Policies
  • Advanced knowledge of Windows Operating Systems and Office suits
  • Initiative to strive for continuous improvement of IT services to the business
  • Citrix XenApp advantageous

Duties and Responsibilities

  • Assist clients with Tier 2 troubleshooting and issue resolution
  • Tier1 Support Escalations
  • RCA on all tickets
  • Training
  • Create and revise Methods of Procedure documentation
  • Project management tasks

Join Us

From a team dedicated to building a rewarding work environment to unlimited education opportunities to being named one of the top places to work in the country. We’re excited to hear from you.