What are the responsibilities and job description for the Senior IT Support Engineer position at Machado?
Senior IT Support Engineers are the last line of defense within the IT Support department. Responsibilities include responding to escalated tickets via phone or email and assisting IT Support Technicians with tickets they may have questions on but don’t require escalation. Senior IT Support Engineers will troubleshoot complex problems with various systems including servers, networks, and cloud solutions. They will conduct software deployments of varying difficulty across multiple systems. Reactive Support Engineers will require knowledge in administration of Office 365, Windows Servers, Active Directory, Azure Active Directory, Microsoft Intune, VoIP deployments, Microsoft Azure, Microsoft Hyper-V, and wired and wireless networks. Senior IT Support Engineers will take part in an on-call rotation alongside IT Support Technicians to serve as their escalation point during non-business hours.
At Machado Consulting we involve Information Security in everything we do. Senior IT Support Engineers will be expected to have a suitable understanding of Information Security to be applied to their everyday tasks across Windows systems, networks, and cloud products. Senior IT Support Engineers will be responsible for assisting clients with Information Security audits and questionnaires and should be knowledgeable about their contents.
Required Skills:
- Must be self-motivated, team-oriented, and willing to learn
- Must be able to effectively research and solve unique problems
- Ability to manage or limit distractions
- Strong written and verbal communication skills, with emphasis on customer service
- Strong attention to detail and follow-through. Must be well organized.
- Follow process driven instructions and maintain effective time metrics
- Flexibility in prioritizing and responding to multiple incoming requests
- Following instructions and asking for clarification and/or assistance when necessary
Experience Preferred:
- Must have at least 3 - 5 years of experience in a HelpDesk or equivalent role.
- 1 years of experience in a Systems or Network Administration role.
- Industry certifications desired
- Good understanding of Microsoft Windows Server Operating Systems
- Good understanding of cloud models and products (SaaS, IaaS, PaaS)
- Previous experience with ticketing systems and remote monitoring and management tools.
- Intermediate or better PowerShell scripting is desired
Senior IT Support Engineers are required to work onsite from time to time - a valid driver’s license, and reliable transportation is a requirement.