Overview
Vision Municipal Solutions provides public sector software solutions including a full spectrum MSP offering. We are searching for a Network Engineer/Technician who can grow with us, realize new opportunities, and expand their career horizon. We are part of the Tripleview Technologies Inc. group of companies and their ambitions to build a strategic MSP/MSSP business supporting all its national customers.
The IT Service Delivery Team strives daily to deliver an exceptional customer experience and the Network Engineer/Technician plays an important role in our success. The Network Engineer/Technician handles escalated support requests for the IT Service Delivery Team, handles on-site IT projects such as server migrations, network infrastructure upgrades and supports all customer cloud environments including cloud migrations. The Network Engineer/Technician will also play a role in supporting our RMM (remote monitoring and management) tools ensuring that our system of automated checks and tasks are configured and running properly.
When help is needed the Network Engineer/Technician can turn to the IT Service Delivery Manager for guidance and support.
Responsibilities & Tasks
Customer Service
- Scope and implement customer projects (Server installations (on-prem, cloud), Network infrastructure upgrades, firewalls, switches, etc.)
- Provide the Client with advanced remote and on-site troubleshooting
- Work on and resolve escalated, complex Helpdesk Tickets
- Support Client Cloud and On-Site environments
- Delight our Clients with a Friendly, Quick and Helpful Experience
Ticketing Management
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Project tasks
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation in well maintained
- Make sure that tickets and project tasks aren’t “stale” throughout the process
- Ensure Tickets are adhering to our SLA (Service Level Agreement) standards.
Project Work
- A critical member of the Projects team to deliver projects on-site or in the Cloud.
Communication & Reporting
- Create and maintain documentation for on-site processes and cloud environments
- Communicate to the client the status of their ticket or project every step of the way, notify them of any changes or outages related to their service
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
Teamwork
- Follow the project schedule provided by the IT Service Delivery Manager
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the Service Delivery Manager
Skills and Attributes
Desired
- A love of (and ability to) Solve Problems & Challenges
- Great communications skills, founded in being a good listener
- Advanced understanding of support tools, techniques and how technology is used to provide services
- Advanced understanding of operating, business, printing and network systems
- Experience in Public Cloud infrastructure (VNets, Storage, Virtual Machines, Connectivity)
- Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices
- Advanced experience and understanding of structured cabling
- Advanced experience installing and maintaining networking equipment
- Advanced experience and knowledge of working with the Microsoft 365 Platform
- Advanced experience in clean workstation installations (device cable management)
- Advanced experience working with vendors for expedited troubleshooting
- A deep desire to deliver an amazing Client Experience
- Advanced knowledge of IT Applications, Software & Hardware
- Comfortability with working in an environment that utilizes performance metrics and an SLA structure.
- The ability to keep up with & adapt to the fast-paced IT world
Nice to Have
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, Azure Solution Architect, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP)
Career Growth
For someone looking to progress their role, the Jr. Network Engineer naturally leads into roles such as: the Sr. Network Engineer, Service Delivery Manager or CIO/CTO.
Work Remotely
To be considered for this position you must complete this assessment: https://www.ondemandassessment.com/link/index/JB-07ROPXG3Q?u=1147357
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Schedule:
Willingness to travel:
Work Location: In person