Job Description
Starfish Computer Corporation’s Managed Services Engineer (Level 3) is responsible for the on-going and continuous operation of our clients’ Information technology environments.Highly trained and certified, the Engineer, Level 3, is an expert in infrastructure technologies including networking (switching, routing, command lines, dynamic / static routes), security, servers and domains, virtualization, data storage and recovery. The Engineer, Level 3, is assigned as the primary person to oversee and own all technical aspects of the assigned clients’ environments and projects. They work in concert with Starfish Computer Corporation’s internal Help Desk and technical resources (with dedicated Level 1 and Level 2 support), the client’s own on-site support technicians (if any), and other Starfish team members to deliver managed services offerings and project executions to our clients that are “best in class”.
Job Functions & Responsibilities:
- Install, configure, monitor, and maintain network equipment, including routers, switches, and firewalls, across multi-vendor environments (Cisco IOS and HPE Aruba).
- Design, implement, and manage IP addressing schemes, including subnetting and supernetting, to optimize network performance and security.
- Configure and manage VLANs to segment network traffic, enhance security, and improve network efficiency.
- Routing & Switching: Implement and troubleshoot both static and dynamic routing protocols (e.g., OSPF, BGP, EIGRP) to ensure efficient data flow and high availability.
- Troubleshooting & Resolution: Monitor network performance, identify issues, and troubleshoot complex network problems using various tools and techniques (e.g., packet captures, CLI tools).
- Manage, support, install and upgrade Microsoft servers in physical and virtual environments.
- Optimize the client’s service offering including Microsoft platforms, IP networking, telephony platforms, storage and data protection and recovery, mobile devices, servers, laptops, desktops, virtualization.
- Coordinate efforts on behalf of assigned clients between themselves, client support teams and Starfish internal resources.
- Act as the lead technical resource for assigned managed services clients.
- Ensure that the client environment is comprehensively documented and keep Starfish internal management systems up-to-date.
- Create preventative maintenance plans with detailed instructions that Level 1 and Level 2 engineers can reliably execute – either remotely or at client site.
- Work directly with Level 1 and Level 2 engineers to identify and resolve potential or on-going problems.
- Recommend capacity and performance plans for assigned client environments.
- Evaluate and schedule appropriate response to scheduled or unscheduled outage notifications.
- Coordinate and manage upgrades or changes in the client’s environment.
- Determine root cause analysis of service outages and complete or coordinate resolutions.
- Documents, tracks, and monitors all incoming service requests to completion
- Assists in the preparation of client and prospect proposals and project plans including timeframes, budget estimates (time) and project milestones
- Be the lead technical resource for the assigned clients’ projects while maintaining a balance between the roles of project manager and technical advisor
- Ensures personally that all support tickets classified as P2 or P1 have been resolved
- Completes and closes out service orders within service ticket application
General Requirements & Information:
- Working locations include a mix of the office (in-office work is required during on-boarding period), remote and client locations. This is a hybrid position once on-boarding activities have been completed.
- Full-time position
- Competitive salary and benefits package
- Ability to travel locally to various client locations
- Participate in an on-call support rotation (current rotation is once every eight (8) weeks)
Technical Requirements, Skills & Experience:
- Two years of on-site client experience or MSP experience
- 5-7 years of experience in IT support, customer service, help desk, or call center operations working in a multi-customer environment
- In-depth knowledge of Cisco IOS and/or Aruba AOS/Aruba CX operating systems.
- Strong understanding of networking principles and protocols (TCP/IP, DNS, DHCP).
- Expertise in IP subnetting, supernetting, and VLAN configurations.
- Proficiency in configuring static routes and dynamic routing protocols.
- Active Directory, 0365, VMware and/or Hyper-V skills and integration experience
- Experience supporting MS Windows Server, MS Exchange and MS SQL
- Experience with Watchguard (preferred) or related firewalls
- Demonstrable experience with vendor management
- Working knowledge of infrastructure monitoring tools
- Creates and maintains network and system documentation
- Strong technical troubleshooting and communications skills
- Excellent client relationship management skills
- Cisco CNA or Cisco CCIE preferred, but not required.
- CompTIA A+, Network+, and Security+ preferred, but not required.
- MCITP, MCSE certification a plus
- 4-year degree or equivalent work experience