Culture Fits
Tier 2 Support Engineer
Culture Fits, Rockville, Maryland, us, 20849
Job Description:
Reports to:
Service Manager
General Summary:
Level 2 Engineers are strong in all the most common and popular networking technologies. In addition to strong technical aptitudes, backed by at least 1 year of in the trenches experience, this person is a good communicator and a person who can manage well when the client is in a pickle and needs strong guidance. The pace and demands in this environment are usually much greater than an "in-house" or enterprise position. This person should be prompt and/or know the importance of communicating next steps and ETAs to clients. This person should be skillful at pre-project/work-briefings with each client on each project. This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange, cloud infrastructure (M365 or Google Workspace), networking, VPN's, firewalls, backup systems and more. The more truly capable the engineer is in all these areas, the higher the utility value.
Position Responsibilities:DAILY time entry accounting for at least 8 billable hoursDocumentation of Client NetworksSmall ProjectsAssist Sr. Engineers on Larger projectsT&M service requestsBackup MaintenanceConfiguration of standard mail and messaging clients including OutlookInstallation, configuration, troubleshooting and customization of MS Office Suite applications per customer's preferencesUnderstanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, and hard drives, smart phones and tablets.Server Experience preferred with Windows ServerConfigure file, print and remote access servicesAdministration, including add/remove users and groups from both cloud and on-premises directory systems, configure file permissions, and check event logsConfigure and restore from backupAdministration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliasesTakes ownership of tasks and follows through to ensure complete resolutionTakes a personal interest in, and responsibility for, quality of work they perform or are associated withAbility to pay close attention to detail while performing technically detailed tasksAbility to deal effectively with stressful situationsAbility and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team membersAbility to provide accurate time estimates for how long a task will takeUnderstands that the success of individuals is measured by the success of their teamsAbility to quickly learn new technologies through the use of self-study materials and intuitionAbility to articulate technical information clearly and simply to non-technical peopleEnjoys helping people to the extent that no problem is considered mundane, no matter how simple the solutionIs self-motivated and can be self-directed when necessaryEnjoys sharing information, supporting others, and working on a team to achieve team goalsKnowledge, Skills, and Abilities:
Experience required with Windows desktop operating systemsUnderstanding of TCP/IP and troubleshooting Internet connectivityExperience with routers and firewallsExperience with multiuser technology environments (Remote Desktop Services, Citrix, virtual desktop infrastructure)Understanding of relationship between routers, switches, patch panels and connecting nodes to a networkUnderstanding of DNS servicesWorking knowledge of non-Cisco firewall technologies - SonicWALL, Sophos, Juniper, Fortinet, WatchGuardWorking knowledge of wireless technologies - Controller vs controllerless, mesh technology, SSID management, signal encryption, dynamic VLAN, RADIUS authenticationWorking knowledge of security fundamentals endpoint protection, MFA, EDR/XDR, SOC/SIEM, phishing, threat management etc.Credentials and Experience:
Engineer with two to four years experienceMinimum 2 years experience Cisco Switching, VLAN, Routing, Firewalling SupportMinimum 2 years experience - Mobile device support Android and Apple IOSMinimum 2 years experience - Server Hardware Technologies (CPU/RAID/SCSI) SupportMinimum 2 years experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity SupportGenerates revenue to 3X W2Has at least one certification. The following certifications are preferred: M365 Foundations or Associate, CCNA/CCDA/CCNP, Project+, Network+, Security+, AppleSolid dependable engineer, follows directions and maximizes billing opportunitiesConsistently receives good client feedbackPromotion:
At least four to five years work experienceObtains major certification M365 (Security/Messaging/Teams) Associate or M365 Certified Expert, CCNA, MCDBA, VCP, etc.Strong positive client feedback, seen as expert in their areaShows ability to be a lead engineerAbility to design and implement server level network with little to not support.
Reports to:
Service Manager
General Summary:
Level 2 Engineers are strong in all the most common and popular networking technologies. In addition to strong technical aptitudes, backed by at least 1 year of in the trenches experience, this person is a good communicator and a person who can manage well when the client is in a pickle and needs strong guidance. The pace and demands in this environment are usually much greater than an "in-house" or enterprise position. This person should be prompt and/or know the importance of communicating next steps and ETAs to clients. This person should be skillful at pre-project/work-briefings with each client on each project. This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange, cloud infrastructure (M365 or Google Workspace), networking, VPN's, firewalls, backup systems and more. The more truly capable the engineer is in all these areas, the higher the utility value.
Position Responsibilities:DAILY time entry accounting for at least 8 billable hoursDocumentation of Client NetworksSmall ProjectsAssist Sr. Engineers on Larger projectsT&M service requestsBackup MaintenanceConfiguration of standard mail and messaging clients including OutlookInstallation, configuration, troubleshooting and customization of MS Office Suite applications per customer's preferencesUnderstanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, and hard drives, smart phones and tablets.Server Experience preferred with Windows ServerConfigure file, print and remote access servicesAdministration, including add/remove users and groups from both cloud and on-premises directory systems, configure file permissions, and check event logsConfigure and restore from backupAdministration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliasesTakes ownership of tasks and follows through to ensure complete resolutionTakes a personal interest in, and responsibility for, quality of work they perform or are associated withAbility to pay close attention to detail while performing technically detailed tasksAbility to deal effectively with stressful situationsAbility and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team membersAbility to provide accurate time estimates for how long a task will takeUnderstands that the success of individuals is measured by the success of their teamsAbility to quickly learn new technologies through the use of self-study materials and intuitionAbility to articulate technical information clearly and simply to non-technical peopleEnjoys helping people to the extent that no problem is considered mundane, no matter how simple the solutionIs self-motivated and can be self-directed when necessaryEnjoys sharing information, supporting others, and working on a team to achieve team goalsKnowledge, Skills, and Abilities:
Experience required with Windows desktop operating systemsUnderstanding of TCP/IP and troubleshooting Internet connectivityExperience with routers and firewallsExperience with multiuser technology environments (Remote Desktop Services, Citrix, virtual desktop infrastructure)Understanding of relationship between routers, switches, patch panels and connecting nodes to a networkUnderstanding of DNS servicesWorking knowledge of non-Cisco firewall technologies - SonicWALL, Sophos, Juniper, Fortinet, WatchGuardWorking knowledge of wireless technologies - Controller vs controllerless, mesh technology, SSID management, signal encryption, dynamic VLAN, RADIUS authenticationWorking knowledge of security fundamentals endpoint protection, MFA, EDR/XDR, SOC/SIEM, phishing, threat management etc.Credentials and Experience:
Engineer with two to four years experienceMinimum 2 years experience Cisco Switching, VLAN, Routing, Firewalling SupportMinimum 2 years experience - Mobile device support Android and Apple IOSMinimum 2 years experience - Server Hardware Technologies (CPU/RAID/SCSI) SupportMinimum 2 years experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity SupportGenerates revenue to 3X W2Has at least one certification. The following certifications are preferred: M365 Foundations or Associate, CCNA/CCDA/CCNP, Project+, Network+, Security+, AppleSolid dependable engineer, follows directions and maximizes billing opportunitiesConsistently receives good client feedbackPromotion:
At least four to five years work experienceObtains major certification M365 (Security/Messaging/Teams) Associate or M365 Certified Expert, CCNA, MCDBA, VCP, etc.Strong positive client feedback, seen as expert in their areaShows ability to be a lead engineerAbility to design and implement server level network with little to not support.