Job Title: Implementation Engineer
Department: Managed IT Services
Reports to: Helpdesk Manager or Director of IT Operations
Location: Norcross
Date:12/30/2024

Position Overview

The Senior IT Support Technician (Level 4) serves as a top-tier technical expert within the IT support team. This role is responsible for resolving complex technical issues, providing guidance to junior technicians, and serving as an escalation point for critical incidents. The Senior Technician is instrumental in delivering high-quality support to clients while ensuring systems are optimized, secure, and performing efficiently.

This position requires deep technical expertise, advanced troubleshooting skills, and the ability to work on projects and critical issues with minimal supervision.

Key Responsibilities

Technical Support and Troubleshooting

• Provide expert-level technical support for escalated issues, ensuring timely resolution and minimal downtime for clients.
• Diagnose and resolve advanced hardware, software, and networking issues in on-premises, hybrid, and cloud environments.
• Conduct root cause analyses for recurring issues and implement long-term solutions.

Systems Maintenance and Optimization

• Perform advanced system installations, configurations, and upgrades across servers, networks, and workstations.
• Monitor and optimize system performance, ensuring compliance with client SLAs and security standards.
• Collaborate with other teams to maintain and improve IT infrastructure.

Project Support

• Participate in the planning and execution of IT projects, including system migrations, new implementations, and infrastructure upgrades.
• Provide technical leadership during project execution, ensuring best practices are followed.

Mentorship and Training

• Act as a mentor to junior technicians, providing training and guidance on technical issues and best practices.
• Lead knowledge-sharing sessions to enhance the team’s technical expertise.

Documentation and Reporting

• Create and maintain detailed documentation of systems, processes, and issue resolutions for internal use.
• Generate reports on system performance, incidents, and resolutions for internal and client review.

Client Interaction

• Communicate effectively with clients to understand their needs, provide updates, and ensure satisfaction with IT services.
• Assist in technical discussions during client meetings or reviews as needed.

Education & Certification Requirements

• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.
• Industry certifications such as Microsoft Certified: Azure Administrator Associate, CompTIA Network+, Security+, or VMware certifications required.
• Advanced certifications (e.g., CCNP, MCSE, or CISSP) are a strong plus.

Experience Requirements

• 7+ years of IT support experience in an MSP or enterprise IT environment.
• Demonstrated expertise in managing complex technical environments, including hybrid or cloud-based systems.
• Proficient in troubleshooting advanced networking, server, and virtualization technologies.
• Experience with ITSM tools and remote monitoring/management (RMM) platforms.

Skills and Competencies

• Advanced technical troubleshooting and problem-solving abilities.
• Expertise in Windows Server, Active Directory, Azure, and Office 365 environments.
• Strong knowledge of networking protocols, firewalls, VPNs, and routing/switching.
• Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical stakeholders.
• Strong organizational and time management skills, capable of prioritizing multiple tasks and projects effectively.

Work Environment

• Primarily office-based with occasional travel to client sites as needed.
• May require extended hours or on-call availability to address critical client issues or emergencies.

Special Requirements

• Availability for after-hours support and on-call rotations as needed.
• Commitment to maintaining certifications and staying current with evolving technologies.