IT Support and Security Engineer WFH Remote

IT Support and Security Engineer

Ategra IT is seeking a Network Engineer at our Australian IT Managed Services Company. Our candidates are proactive and highly motivated to work in our fast-paced environment. Our diverse clients include medical, construction, dental, non- profit, manufacturing, and retail as just some of the spaces we work in. As a Managed Service Provider, we provide technologies surrounding access control, video surveillance, business VoIP solutions, disaster recovery, network infrastructure, cybersecurity, cloud-based technologies, and network cabling.
The Network Engineer position is responsible for maintaining the design and integrity of customers’ IT systems, coordinating complex projects, and implementing IT solutions. Your daily duties will be assisting the service desk, handling escalation tickets, and working on multiple small to medium IT projects. If you have a passion for customer service, enjoy solving the tough technical problems, designing exceptional solutions and have an eye for detail, then we have the position for you!
Desired Senior Network Engineer will have:

• Excellent customer service skills
• Always demonstrate and use excellent verbal and written communication skills
• An obsession with providing great outcomes for our clients
• A lifelong learner attitude
• Good time management skills
• High sense of urgency and being able to manage priorities
• Relentless and tenacious attitude toward problems
• Demonstrate empathy towards client needs and situations
• The ability to delegate Experiences (Tickets) appropriately to team members
• Extensive experience with Windows Server Environments including clean installs to migrations to new account onboarding
• Project Management experience
• Extensive knowledge in configuring and troubleshooting Windows Server, SQL Server etc.
• Active Directory/DNS/DHCP
• Microsoft Azure
• Cybersecurity assessment experience
• M365, o365 or Gsuite experience
• Experience with Remote Management and Monitoring Systems (RMM)
• Understanding of Cloud Compute, Storage, Security and Virtualization best practice

Duties include, but are not limited to:

• Provide both reactive and proactive support of desktop, server, and network issues for our clients, and help as an escalation point for Tier 1 support tickets.
• Resolve proactive and reactive tickets (submitted by clients or created by monitoring tools) remotely and onsite as needed within committed Service Level Agreements.
• Maintaining the design and integrity of customers’ IT systems, coordinating complex projects, and implementing IT solutions.
• Escalate issues to other team members when necessary.
• Keep accurate daily time entries in the form of service ticket notes.
• Implement multiple small to medium projects and act as the lead project engineer.
• Lead customer onboarding and offboarding.
• Lead managed service offerings and cross-train on other offerings as assigned.
• Articulate technical information clearly and simply to non-technical people.
• Maintain client documentation.
• Mentor new and other technicians.

Company Culture:

• Tenacity/Detail-oriented — quality and precision-focused with a purpose
• Predictable/Stable — traditional, stable, strong processes
• Happiness/People-oriented — supportive and fairness-focused
• Family/Team-oriented — cooperative and collaborative
• Results-oriented — results-focused with strong performance culture

Requirements / Qualifications

• Associates or bachelor’s degree in related field (Preferred)
• Desktop Support: 3+ years (Required)
• Customer Service: 5+ years (Required)
• Windows Server support: 3+ years (Required)
• Firewall and Network Support: 3+ years (Preferred)
• MSP Experience: 2+ years (Preferred)
• Technical support in a production IT environment(s), preferably in multi-site environments: 5+ years (Preferred)
• ConnectWise, Kaseya and other MSP Tools, a plus
• Willing to travel to on-sites (as required).
• Must be available for on call duty (1 week as primary, 1 week as backup) on a rotating schedule.
• Must be available occasionally on nights and weekends to perform off-hour maintenance and projects.

Benefits
•
Paid sick leave Competitive Salary Package
• Work From Home
• 21 days PTO (Paid Time Off) annually, +1 additional PTO per year of tenure after the first 24 months as part of our Tenure Incentive Program
• HMO for the employee +1 dependent (then will increase by +1 additional FREE dependent per successful year of tenure (up to five (5) years)
• 13th month pay or may be converted to extended additional leave
• Possible future opportunity to work in Australia with immigration sponsorship (after 3 or more years of remote service)