JOB DESCRIPTION

Job Title: MSP Support Engineer Level 2

Department: IT Infrastructure Reports to: Professional Services Manager

JOB SUMMARY:

The MSP Support Engineer Level 2 will be part of our managed services department team to help support small to medium sized businesses with all technology support needs. As a level 2 team member, you will be relied on to provide Tier 2 helpdesk and onsite support to our managed service clients. You will be an escalation point from the Tier 1 team members. You will provide tier 2 and project implementation support to client's technologies, including but not limited to: Infrastructure, Domain Services, Network, Firewall's, VPN solutions, Backup and Recovery platforms, Cyber security, Cloud environments, Remote tools, etc. You will the first line of support for client tickets and requests.

YOUR ROLE:

• Diagnose, research, and resolve tier 2 technical hardware and software issues.
• Serve as the first point of contact for customers seeking technical assistance via phone, e-mail, or in person or as an escalation point to the tier 1 team.
• Implementation of projects and solutions
• Effectively advise and assist customers on appropriate action.
• Provide accurate information on IT products and services.
• Direct unresolved issues to the next level of support personnel.
• Identify and escalate situations requiring urgent attention.
• Support and implement services for Microsoft related technologies: Windows Servers and Workstations Operating Systems, Microsoft 365, Email, SharePoint, OneDrive, Teams. Some support of Linux and Google Workspace as needed.
• Perform backup and disaster recovery functions for supported end clients.
• Maintain overall network health, performance and security of client networks and systems
• Work with product and sales teams to interpret customer requirements to deliver effective solutions
• Support Level 3 Technicians on projects as needed.
• Utilize the remote monitoring and management system and respond accordingly to alerts through service tickets
• Assess workstation and network performance. Recommend upgrades or improvements.
• Support and manage the maintenance of our internal infrastructure and solutions.
• Conduct research on emerging products, services, protocols, and standards in support of systems software procurement and development efforts.
• Support advanced trouble tickets and help with triage and/or dispatch as needed.
• Support and manage our local Datacenter with internal and client infrastructure
• Develop in-depth knowledge of the service catalog and how it relates to customer's needs

TECHNOLOGIES WE USE:

• PSA - ConnectWise Manage (Ticketing and Time Entry)
• RMM - Remote Monitoring and Management
• Firewall - Primarily SonicWALL firewall, NetExtender for SSL-VPN, but maintain and manage few other firewall models as needed
• Business Continuity Solutions - Datto Business Continuity, File Protection, SaaS Backup solutions
• Warranty and Asset Management
• CSAT and NPS rating systems for customer satisfaction
• Advanced Cyber Security Solutions

• • Multi-Factor Authentication (MFA/2FA) over SSL-VPN, Remote Desktop, Priviledged logins, Cloud solutions such as M365 and Google, etc.
  • Security Awareness Training and Phishing Simulations
  • Managed Detection and Response tools
  • SIEM management and solutions
  • Compliance tools for HIPAA, CMMC, NIST, etc.
  • Proxy Web Filtering
  • Application Control
  • Network, Security, Risk and Vulnerability Assessments
  • Phishing and Spam Filters
  • SaaS Alert tools
  • EndPoint Protection (AV, EDR, XDR)

WHAT WE LOOK FOR:

OmegaCor is looking for individuals with qualities that meet our Core Values and help with the mission and vision of the organization. These qualities include the ability to:

• Improve customer service, perception, and satisfaction
• See problems and proactively solve them
• Consult clients and make recommendations based on OmegaCor's recommended solutions and stack of services
• Provide a fast and efficient turnaround of customer requests
• Work in a team and communicate effectively
• Implement and service client needs within agreed service levels even if that means working after hours
• Continually learn, change, and adapt to the ongoing technology and security landscape
• Go over and above when needed to ensure client needs are met to their satisfaction
• Document internal processes and procedures related to duties and responsibilities
• Enter time and expenses in real time
• Understand processes of OmegaCor by completing assigned training materials
• Make and suggest improvements of OmegaCor's processes, solutions, and workflows
• Enter all work time is entered as service or project tickets
• Document solutions, SOP's, and best practices to continually improve our knowledge base
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry
• Participate in on-call (after-hours) duties on rotation or as needed
• Be a dependable teammate and asset to the organization

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor's degree or 5 years' experience in Managed Services

• Advanced Professional IT Certifications such as Microsoft Certifications (Azure, Windows Server, Hyper-V), CSSP, CISM, CISSP, CSSA, CompTia A , Project , Network , CSSA, VCP, Ethical Hacking

• Project implementation experience as a support role of 3 or more of the following:

• • Server migrations (P2P, P2V, V2V)
  • Firewall migrations (Upgrade or Replace) with a full understanding of setup and management of firewall technology (WAN, LAN, Policies, Routing, etc.)
  • Email Migrations
  • File Migrations to Cloud services
  • Active Directory/Domain Services
  • Cyber Security Implementations such as MFA, new solutions roll-outs
  • New Line of Business Applications

• Consultative abilities
• Advanced diagnosis and troubleshooting skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast-moving environment

WHO WE ARE:

OmegaCor Technologies is a fast-paced Managed Service provider looking for IT professionals that can rise up to meet our client demands while continually upholding our core values (Open Communication, Teamwork, Goal oriented and ambitious (passion for growth), Enthusiasm, Selflessly do the right thing). We have been in business 25 years and have adapted and growth with the evolution of managed services and technology. We maintain and manage dozens of client environments in multiple verticals in the Greater Baltimore and surrounding areas. We are small business that has big goals and looking for key personnel who want to be part of the next phase of growth for the organization.

Our Mission Statement:

"To be a reliable and trusted one-stop IT solutions provider, partner and consultant that brings state-of-the-art technology and services as well as skilled, customer-oriented and certified staff to small and medium sized companies and nonprofit organizations."