Managed Services Engineer Level 3

Grow your IT career with us!

• Do you enjoy technical troubleshooting and problem solving?
• Do you want to surround yourself with passionate, knowledgeable IT experts?
• Are you a strong communicator who thrives when helping others?
• Are you looking for a company that values its employees and its culture?

This could be a good fit for you - and for us!

BECA, a Blue Alliance company, is a well-established IT services provider serving the greater Atlanta area for over 40 years. We are looking for the right person to fill the role of Level 3 Support Engineer with a focus in networking. The primary responsibility of this position is to serve as an escalation point for outages as well as triage, resolve and document incident tickets on the NOC boards.

As a member of our internal support team, a Level 3 Support Engineer is part of a robust team, spanning different technical levels, who work together to apply the right expertise to every request, supporting escalated issues as needed and doing whatever it takes to deliver a superior service experience for our clients.

Important Attributes for a BECA Level 3 Support Engineer:

• Maintain established SLA on phones and tickets as defined by manager
• Availability for on-call weeks and all hands-on deck outages
• Virtual Call Center (VCC): answer client calls and handle after hours and on-call shifts from time to time
• Clear and productive communication with other teams and customers
• Identify and communicate any issue/tickets that could impact client/team SLAs
• Communicate priority issues as they arise and if off the phone time is needed to pursue trouble shooting an issue
• NOC: follow and maintain NOC documentation. Respond to NOC paging during business hours in accordance with SLA process. Help maintain response and communication SLAs on NOC board

And of course, your technical skills! This should include:

• Strong understanding of networking protocols
• Basic understanding of security principles
• Maintain required vendor communications for authorizations
• Strong understanding of IRP principles
• Experience with remote management of client computers and servers
• Active Directory – strong understanding of security groups, group policy fundamentals and how domain controllers work
• Virtualization - Strong knowledge of VMware/Hyper-V for user incident support and operational support 
• Microsoft Windows/Servers - Advanced knowledge of MS Windows, differentiate between physical/virtual servers, strong knowledge in server patching & maintenance, can add new drivers to print servers 
• Networking - Advanced knowledge of network troubleshooting skills, DHCP &DNS, ability to identify VLAN issues, and circuit/ISP issues 
• Microsoft Servers and Network Equipment - Installation, troubleshooting and ongoing training 
• AP/Wireless – SSID, RADIUS and RSSI values
• Deployment of firewalls, switches and cable management
• Strong understanding of DNS, DHCP and VPN principles

As a BECA Level 3 Support Engineer, we’re counting on you to:

• Maintain established ticket SLA on phones and tickets as defined by management
• Achieve annual goals and objectives as set in HRIS
• Maintain CSAT score as defined by management
• Work and document established billable hours each week
• Escalate issues by following the “Escalation Expectations” article in ITGlue
• Document new findings by updating old articles
• Create new articles when service or task is not documented

Why would You want to work with Us?

Being part of the BECA team, a Blue Alliance partner, means more opportunities to learn and grow professionally, with access to hundreds of peers and specialists across the country. Working within the Blue Alliance family provides the best of both worlds – the small team feel and client interactions of a local MSP with the resources and opportunities of a world-class, global IT firm. BECA offers a robust benefits and 401k package, as well as providing opportunities for employee training and certifications. BECA loves throwing events, celebrated by teams near and far. We work hard individually, and we provide opportunities to come together as a local team, even if just for a happy hour, we like to cheers to our successes together.

Benefits of working at BECA:

• Be part of a fun, awesome team
• 9 paid holidays
• 401K Retirement with matching contributions
• Excellent medical, vision and dental insurance
• Life insurance and disability insurance
• 3 weeks PTO

Top Reasons our Employees Love Being Part of the Blue Alliance Family:

1. Entrepreneurial Culture

2. Fast-paced Flow, with a Variety of Projects

3. Collaborative Work Environment

4. Training & Certifications

5. Career Growth Opportunities

Ready for the next step?

The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.

Please be advised we, BECA, participate in E-Verify

Qualifications