Lead IT System Engineer
3 months ago
Mosinee
Job DescriptionBenefits: • Bonus based on performance Seeking an IT Support Engineer/Technician with network, project, and team management experience to lead and manage provision of IT Services supporting local small/medium-sized businesses. TeamLogic IT is looking for someone who has great customer service and a strong technical background, who is able to implement and maintain IT solutions in a fast-paced environment. The technician must be able to provide onsite support to clients, while also providing project management and team management to a dispersed team. This is an opportunity to grow your career in Information Technology while maintaining/growing technical skills and use your experience to helping other team members develop/improve their skills. EXPERIENCE AND SKILLS • Team player., • Project and team management experience with demonstrated ability to lead and direct the work of others., • Excellent, effective phone, email, and in-person communication., • Outstanding written documentation skills., • Empathy for client issues and concerns. Demonstrated ability to achieve successful outcomes while managing difficult situations with various customers and management levels., • Demonstrates initiative and acts independently to resolve problems. Strong decision making and problem-solving abilities with demonstrated analytical and methodical troubleshooting skills., • Exceptional organizational skills with the ability to handle a fast-paced environment with multiple competing demands., • Be dependable and punctual with reliable transportation and auto insurance., • Have at least three years of Managed Services Provider experience., • Familiarity with the following brands: APC, Apple, Cisco, Cisco Meraki, Datto, Dell, Fortinet, HP, Lenovo, MSI, Microsoft, Netgear, QNap, SonicWALL, Sophos, Synology, TrueNAS, Ubiquiti., • Experience working with network configuration, monitoring, and troubleshooting is required. Candidate must be able to demonstrate a comprehensive understanding of networking protocols., • Experience working with and deploying Windows 2012-2025 Server., • Experience working with and deploying hypervisors such as Hyper-V and VMWare ESXi., • Experience working with and deploying Windows 10/11 workstations/laptops and Apple iOS systems., • Experience working with Office 365, GSuite, Quickbooks, Adobe, and commonly used software., • Microsoft, Cisco, GTIA/Comptia certifications.MAIN JOB TASKS & RESPONSIBILITES, • Provide superior customer service and technical expertise to resolve client issuesonsite and remotely., • Create, refine, and enforce procedures to improve and standardize service delivery and increase client satisfaction and loyalty., • Identify gaps in tools, training, internal procedures, and documentation. Drive continuous improvement and learning across the organization., • Lead and mentor technicians to continuously develop and grow their skills and technical capabilities., • Identify regarding areas of client risk or needed client investment and inform management for client advisory., • Advise leadership and other technicians on complex technical issues and best practices. Develop, coordinate, review project plans to meet client needs., • Handle escalated technical issues. Coordinate with extended network of technicians for external support when needed., • Troubleshoot technical issues relating to:, • Windows Server 2012/20162019/2022/2025 and application of group policies, • Windows domains and workgroups, • Networking issues such as mapped network drives, shared folders, printers, etc., • Active Directory, • User profile creation and modification, • Group Policy Objects, • Firewall Configuration (VPN, port forwarding, etc), • LAN/WAN connectivity, • Onsite Exchange and hosted Exchange environments (Office 365, Google Apps), • Hardware diagnostics (servers/workstations/laptops), • Windows/Microsoft/iOS, • VoIP phone service (with vendor support), • Print services (with vendor support), • Line of Business applications with assistance of vendors support staff, • Visit local client sites for on-site service, network assessments, planning discussions, etc., • Documents support activities and log time entries and notes for support and maintenance performed using Autotask PSA., • Provide customers with timely written and oral updates regarding their support cases., • Update and maintain customer information in our documentation system as changes in their environment occur., • Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users., • Create and maintain comprehensive documentation as it relates to server and network topology, equipment, and configuration(s) for each customer., • Performs engineering design evaluations and works to complete projects within budget and scheduling restraints., • Prioritize existing projects and proactively determine areas requiring additional attention, monitoring, and maintenance., • Implement and monitor information systems policies and controls to ensure data accuracy, security, and regulatory compliance., • Create, request, and present technical specifications and requirements for purchasing of new servers and networking equipment via quote procedures., • Participate in after-hours upgrades, troubleshooting when necessary., • Participate in on-call availability rotation., • Perform standard system administration duties including: server install, system/application install, patch management, operating system problem determination and resolution, log analysis, etc., • Configure, test, and maintain LAN equipment and services including: routers, firewalls, switches, and VPNs., • Identify, diagnose, and resolve network problems including network connectivity, traffic utilization, etc. using available network tools in a timely fashion., • Provide infrastructure services in all areas needed, including: storage networking, operating system, network security, directory services, server virtualization using system backup and restore, system and network monitoring, application installation and configuration., • Assists with developing plans and guiding clients in the adoption of AI technologies., • Stay current with system information, changes, and updates., • Performs ongoing personal training and education efforts to stay current with the evolving technological landscape.Required Experience: Bachelors Degree or equivalent professional experience with 5+ years of industry experience. Required license or certification: Drivers License