Job Description

Summary:

Starfish Computer Corporation’s Senior IT Engineer (Managed Services Engineer - Level 3) is responsible for the on-going and continuous operation of our clients’ Information technology environments. Highly trained and certified, the Senior IT Engineer , is an expert in infrastructure technologies including Microsoft servers and domains, virtualization, networking, security, data storage and recovery.

The Senior IT Engineer , is assigned as the primary person to oversee and own all technical aspects of the assigned clients’ environments and projects. They work in concert with Starfish Computer Corporation’s internal Help Desk and technical resources (with dedicated Level 1 and Level 2 support), the client’s own on-site support technicians (if any), and other Starfish team members to deliver managed services offerings and project executions to our clients that are “best in class”.

Job Functions & Responsibilities:

• Be the lead technical resource for the assigned clients’ projects while maintaining a balance between the roles of project manager and technical advisor
• Coordinate efforts on behalf of assigned clients between themselves, client support teams and Starfish internal resources
• Optimize the client’s service offering including Microsoft platforms, IP networking, telephony platforms, storage and data protection and recovery, mobile devices, servers, laptops, desktops, virtualization
• Assists in the preparation of client and prospect proposals and project plans including timeframes, budget estimates (time) and project milestones
• Manage, support, install and upgrade Microsoft Servers in Physical and Virtual environments
• Ensure that the client environment is comprehensively documented and keep Starfish internal management systems up-to-date
• Recommend capacity and performance plans for assigned client environment
• Provides technical support to all clients & end users of service tickets at P3 or greater to resolution
• Manages client & end user expectations by conveying estimated resolve time and communicates with client & end user throughout troubleshooting process
• Create preventative maintenance plans with detailed instructions that Level 1 and Level 2 engineers can reliably execute – either remotely or at client site
• Work directly with Level 1 and Level 2 engineers to identify and resolve potential or on-going problems
• Documents, tracks, and monitors all incoming service requests to completion
• Determine root cause analysis of service outages and complete or coordinate resolutions
• Responds to assigned service orders for technical support
• Ensures personally that all support tickets classified as P2 or P1 have been resolved
• Continues to expand skillset through on-going and additional partner certifications

General Requirements & Information:

• This is a remote position that will support clients of Starfish in northwest Ohio and southeast Michigan.
• Full-time position
• Competitive salary and benefits package
• Participate in an on-call support rotation (current rotation is once every twelve (12) weeks)

Technical Requirements, Skills & Experience:

• Strong Active Directory, Windows Exchange, VMware and/or Hyper-V skills and integration experience
• Experienced leading the delivery of systems engineering and related projects within managed services, corporate IT, consulting, or similar environments
• Experience supporting MS Windows Server, MS Exchange and MS SQL
• Experience with firewall technologies
• Demonstrable experience with vendor management
• Working knowledge of infrastructure monitoring tools
• Creates and maintains system documentation
• Experience with network backup, antivirus, spam filters, and network/PC security
• Working knowledge of routed and switched network communications
• Working knowledge of wireless data communication
• A+, Network+, MCITP, MCSE certification a plus
• 4-year degree or equivalent work experience

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