Lead IT System Engineer

Benefits:

• Bonus based on performance
• Paid time off

Lead Engineer (Onsite in Green Bay and Fox Valley)

Seeking an IT Support Engineer/Technicianwith network, project, and team management experience to lead and manage provision of IT Services supporting local small/medium-sized businesses. TeamLogic IT is looking for someone who has great customer service and a strong technical background, who is able to implement and maintain IT solutions in a fast-paced environment. The technician must be able to provide onsite support to clients, while also providing project management and team management to a dispersed team. This is an opportunity to grow your career in Information Technology while maintaining/growing technical skills and use your experience to helping other team members develop/improve their skills.

EXPERIENCE AND SKILLS

• Team player.
• Project and team management experience with demonstrated ability to lead and direct the work of others.
• Excellent, effective phone, email, and in-person communication.
• Outstanding written documentation skills.
• Empathy for client issues and concerns. Demonstrated ability to achieve successful outcomes while managing difficult situations with various customers and management levels.
• Demonstrates initiative and acts independently to resolve problems. Strong decision making and problem-solving abilities with demonstrated analytical and methodical troubleshooting skills.
• Exceptional organizational skills with the ability to handle a fast-paced environment with multiple competing demands.
• Be dependable and punctual with reliable transportation and auto insurance.
• Have at least three years of Managed Services Provider experience.
• Familiarity with the following brands: APC, Apple, Cisco, Cisco Meraki, Datto, Dell, Fortinet, HP, Lenovo, MSI, Microsoft, Netgear, QNap, SonicWALL, Sophos, Synology, TrueNAS, Ubiquiti.
• Experience working with network configuration, monitoring, and troubleshooting is required. Candidate must be able to demonstrate a comprehensive understanding of networking protocols.
• Experience working with and deploying Windows Server.
• Experience working with and deploying hypervisors such as Hyper-V and VMWare ESXi.
• Experience working with and deploying Windows 10/11 workstations/laptops and Apple iOS systems.
• Experience working with Office 365, GSuite, Quickbooks, Adobe, and commonly used software.
• Microsoft, Cisco, GTIA/Comptia certifications.

MAIN JOB TASKS & RESPONSIBILITES

• Provide superior customer service and technical expertise to resolve client issues—onsite and remotely.
• Create, refine, and enforce procedures to improve and standardize service delivery and increase client satisfaction and loyalty.
• Identify gaps in tools, training, internal procedures, and documentation. Drive continuous improvement and learning across the organization.
• Lead and mentor technicians to continuously develop and grow their skills and technical capabilities.
• Identify regarding areas of client risk or needed client investment and inform management for client advisory.
• Advise leadership and other technicians on complex technical issues and best practices. Develop, coordinate, review project plans to meet client needs.
• Handle escalated technical issues. Coordinate with extended network of technicians for external support when needed.
• Troubleshoot technical issues relating to:
• Windows Server 2012/ /2022/2025 and application of group policies
• Windows domains and workgroups
• Networking issues such as mapped network drives, shared folders, printers, etc.
• Active Directory
• User profile creation and modification
• Group Policy Objects
• Firewall Configuration (VPN, port forwarding, etc)
• LAN/WAN connectivity
• Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
• Hardware diagnostics (servers/workstations/laptops)
• Windows/Microsoft/iOS
• VoIP phone service (with vendor support)
• Print services (with vendor support)

• Line of Business applications with assistance of vendors support staff

• Visit local client sites for on-site service, network assessments, planning discussions, etc.

• Documents support activities and log time entries and notes for support and maintenance performed using Autotask PSA.
• Provide customers with timely written and oral updates regarding their support cases.
• Update and maintain customer information in our documentation system as changes in their environment occur.
• Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users.
• Create and maintain comprehensive documentation as it relates to server and network topology, equipment, and configuration(s) for each customer.
• Performs engineering design evaluations and works to complete projects within budget and scheduling restraints.
• Prioritize existing projects and proactively determine areas requiring additional attention, monitoring, and maintenance.
• Implement and monitor information systems policies and controls to ensure data accuracy, security, and regulatory compliance.
• Create, request, and present technical specifications and requirements for purchasing of new servers and networking equipment via quote procedures.
• Participate in after-hours upgrades, troubleshooting when necessary.
• Participate in on-call availability rotation.
• Perform standard system administration duties including: server install, system/application install, patch management, operating system problem determination and resolution, log analysis, etc.
• Configure, test, and maintain LAN equipment and services including: routers, firewalls, switches, and VPNs.
• Identify, diagnose, and resolve network problems including network connectivity, traffic utilization, etc. using available network tools in a timely fashion.
• Provide infrastructure services in all areas needed, including: storage networking, operating system, network security, directory services, server virtualization using system backup and restore, system and network monitoring, application installation and configuration.
• Assists with developing plans and guiding clients in the adoption of AI technologies.
• Stay current with system information, changes, and updates.
• Performs ongoing personal training and education efforts to stay current with the evolving technological landscape.

Required Experience: Bachelor's Degree or equivalent professional experience with 5 years of industry experience.

Required license or certification: Driver's License

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.