Senior Engineer

Responsibilities

The Senior Engineer reports to the Manager of IT Support Services and is responsible for the following:

Service Desk Support

The Senior Engineer will:

  • Provide Tier 2/Tier 3 technical support to all clients
  • Serve as an escalation point for Tier 1 and Tier 2 staff
  • Provide direct support on network communications issues
  • Provide proactive maintenance on client workstations and servers as directed

Monitoring

The Senior Engineer will:

  • In coordination with the Lead Architect, implement proactive maintenance procedures via the managed services platform.
  • In coordination with the Lead Architect, implement and monitor patch management and server monitoring tasks and scripts
  • Monitor the network management system (Kaseya) and respond to issues
  • Perform recurring network management tasks as required or directed
  • Develop scripts and other monitoring improvements as required or directed

Projects

At the direction of the Manager of IT Support and the Director of Technology Services and Consulting, the Engineer will:

  • Serve as the technical lead on projects as assigned including technology assessments
  • Provide technical support on projects as assigned

Customer Service

  • Maintain strong customer service skills when dealing with clients, vendors and other NPower partners
  • Advise the Manager of IT Support of client support or technical issues for all clients

Professional Development

  • Improve knowledge of current and future technologies that may be of benefit to NPower or its clients
  • Maintain current Microsoft certification in keeping with responsibilities

Other Duties

  • Provide technical project support as directed
  • Other duties as assigned by the Manager of IT Support or the Director of Technology Services and Consulting

Requirements

  • Five or more years of experience as an information technology professional
  • Four year college degree
  • Excellent written and oral communications skills
  • MCSE/MCITP certification
  • Knowledge of Cisco and Sonicwall communications equipment
  • Experience in a managed services environment preferred
  • Experience working in non-profit settings preferred
  • Proven ability to multi-task
  • Proven ability to work in a team-oriented environment