IT Engineer at NESC Staffing

IT Services Engineer Responsibilities

As a member of the Managed IT Security Services Team, the IT Services Engineer is responsible for ensuring efficient and effective support for end users, mentoring the help desk team members, and handing escalations from other team members. This role involves awareness of the team’s workload, providing technical guidance, and ensuring a high level of quality customer service for employees and clients. The IT Services Engineer plays a key role in troubleshooting, resolving technical issues, and implementing best practices for IT support. This individual will also work to improve response times, manage escalations, and ensure that service level agreements (SLAs) are met and service desk metrics are within target goals.

Key Responsibilities Include:

1.     Triage Help Desk & NOC queues

·        Triage support requests by phone, email, and ticketing system.

·        Triage Network Operation Center (NOC) related tickets including alert notifications for server down, performance issues, event log alerts, failed backups, EDR alerts, vendor emails, support renewals, etc.

·        Provide technical support to internal employees.

·        Participate in on-call rotation with MITS team. On call consists of one week rotation to monitor and respond to SMS alerts that may trigger after hours.

·        Assist IT Manager with managing the service desk dashboard to help ensure KPIs are within goal thresholds for items such as response time, ticket aging, client survey scores, new tickets, FCR and more.

2.     Client Support:

·        Prepare VMware host and IDS servers for Appliance to deploy and support MDR and IR clients.

·        Decommission servers, Appliance by completing remote data wipe.

·        Develop and maintain client relationships by working as “Primary”engineer for clients that are assigned.

·        Respond appropriately to first level escalations from IT Services Engineers.

·        Perform monthly maintenance tasks for clients assigned, such as checking backups, updating firmware, checking general network performance, patch status etc.

·        Troubleshoot client issues, including user administration, workstations, peripherals, servers, networking, backups, virtualization, printers, handheld devices, storage, wireless, etc.

·        Help maintain client documentation in PassPortal and IT Glue.

·        The billable utilization target of 55% hours is for client support.

3.     System & Network Administration:

·        Assist with troubleshooting of VMware & Linux-based Appliance, both onsite and the cluster at AWS and Expedient.

·        Assist with support and maintenance on the internal network.

4.     Security and Compliance:

·        Assist with updates for network systems (VMware hosts, Nimble, Storage, switches, firewalls, QNAP).

IT Services Engineer Profile

The ideal candidate will:

·        Adhere to our Mission, Values and Employee Handbook.

·        Comply with the Non-Solicitation and Confidentiality Agreement.

·        Have strong technical knowledge of hardware, software and networking.

·        Have in-depth knowledge of security best practices including firewalls, access control, encryption, and compliance (e.G., SOC 2, HIPAA).

·        Possess knowledge of operating systems (Windows, macOS, Linux) office productivity software, and common IT tools.

·        Experience with Active Directory, user account management, and basic networking concepts (e.G., DNS, DHCP, TCP/IP).

·        Have strong problem-solving skills, with the ability to troubleshoot and resolve a wide range of IT issues.

·        Work on multiple projects simultaneously including additional projects outside the key responsibilities in an efficient and timely manner.

IT Services Engineer Profile Requirements

·        Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

·        3-5 years of experience in IT support or help desk environments.

·        In-depth knowledge of operating systems (Windows, Linux, etc.)

·        Proficiency with virtualization technologies (VMware, Hyper-V etc.)

·        Experience with cloud platforms (AWS, Azure, Expedient)

·        Experience in networking (DNS, DHCP, IP addressing, routing, etc.)

·        Excellent communication and interpersonal skills, with the ability to interact with end-users and team members effectively.

·        Ability to manage multiple tasks, prioritize work, and ensure that tickets are resolved within the agree-upon timeframes.  

·        Understand service desk metrics and how they impact service levels

IT Services Engineer Working Conditions:

·        May be required to work outside regular business hours to address critical system issues, on-call notifications or maintenance windows.

·        Ability to lift and transport equipment.

·        Ability to work from the office or remotely, as needed.

·        Occasional travel for system implementation at client locations.

·        May sit for prolonged periods.