Position: Junior Engineer – Night Shift
Location: Cincinnati, OH (Hybrid / Onsite as required)
Shift: Night Shift
Team: Operations / Client Services
Employment Type: Full-Time or Contract-to-Hire (per engagement)
As a member of our end client’s 24x7 Operations team, the Junior Engineer has responsibility for supporting virtual environments for a variety of customers including private, hosted, on-prem and client sites. They are also responsible for administering Virtual servers, Active Directory and Domain controllers, Microsoft 365 / Office 365, DaaS (Desktop as a Service), Intune, Backup, and system patching. Candidates in this role should demonstrate an ability to work individually, as part of a team, and coach/mentor other support staff across multiple technologies.
In this capacity the Junior Engineer actively participates in ITIL v3 driven incident, problem, change, configuration, performance, capacity management and continuous improvement of devices and resources monitored and managed by End Client.
As a Night Shift Junior Engineer, additional support as a Service Desk agent supporting inbound user calls is required. You will be responsible for signing into the call queue and engaging end users in troubleshooting PC related issues, completing business processes for customers, and handling requests for new accounts, etc. The Junior Engineer is secondary to primary Service Desk agents and participates when other Service Desk agents are already handling calls.
A Junior Engineer spends 75% of their time supporting operational incidents and request response and 25% on project work. IT continues to morph, and Junior Engineers should remain current on emerging technologies and plan on an ever-changing IT landscape.
Responsibilities and skills listed below are a starting point for a successful career defined by the direct leadership team.
Responsibilities Include:
· Administers, documents, and trains Service Desk on managing secure backup and replication solutions and their required components. Continually improves processes and procedures to operationalize them across the organization.
· Responds to and resolves client issues utilizing technology tools, procedures, and training through awareness of service offerings and Service Level Agreements (SLAs).
· Provides direct customer interaction as needed in support of customer operations.
· Understands Information Technology Infrastructure Library (ITIL), supports and follows predefined ITIL incident, problem, and change management processes in place for each client when working to resolve client’s requests and outages.
· Provides technical leadership and acts as technical resource and escalation point for Service Desk, and mentors team members.
· Interact with co-workers to coordinate and disseminate information to complete job assignments while attaining company service objectives.
· Provides and executes periodic environment reviews and client health checks, collects statistical information, monitors growth, and suggests enhancements of services or resiliency of environments to management and the customer.
· Train other staff in IT operations and technologies.
· Maintain IT asset inventory and CMDB.
· Sets course for repeatable processes and automation of recurring tasks.
· Tracks time utilization using End Client’s standard tooling.
· Support Security Incident Response protocols.
· Supports Vulnerability Remediation protocols
· Remediates security vulnerabilities per process.
· Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of End Client to ensure adherence in a manner that reflects honest, ethical, and professional behaviors.
· Supports and conducts self in a manner consistent with customer service expectations.
· Performs other duties and responsibilities as assigned.
Required Skills and experience:
· Minimum of four years industry related experience in Enterprise and Managed Service environments.
· 2 years’ experience/understanding of Microsoft and Office 365 technologies, implementation, administration, and support. (Intune, Azure Active Directory, Exchange, ATP/ATA, and CAS)
· 3 years’ experience supporting, administrating and or troubleshooting Microsoft Windows Server platforms2 years’ experience/understanding of Backup and Replication concepts
· 2 years’ experience supporting virtualization/ hypervisor environments.
· 2 years’ experience in basic network technologies including TCP/IP, WINS, DHCP and DNS (Domain Name Service)
· Experienced supporting enterprise/cloud storage technologies including SAN, NAS (Network Attached Storage), iSCSI, and FC/FCoE
· Experience in Certificate Management
· Experience/understanding of ticket management software.
· Comfortable troubleshooting LAN, WAN, server, and other infrastructure issues and escalating as needed.
· Meets deadlines by prioritizing work requests based on sense of urgency.
· Follows through with tasks, projects, and troubleshooting with minimal supervision.
· Initiative-taker with excellent organizational, administrative, and interpersonal skills.
· Superb customer service skills.
· Local travel and overnight travel to End Client’s office and their client offices may be necessary (typically less than 10%)
· Ensure all necessary operational processes and procedures are conducted with diligence, expediency, and on-time delivery.
· Stays on leading edge of technology by learning new techniques and methods through continual education.
· Be ethical, fair, and of high integrity.
· Excellent punctuality and attendance.
· Able to lift devices weighing over 50 lbs.
Preferred Skills and Experience:
• Enterprise Backup & Replication
• Experience with Virtualization
• Experience with Microsoft M365
• Preferred 2-year degree or technical training (technical school or military).
• ITIL v3 Foundations certification desired.
• Experience with Major Incident support.
• Server+, Network+, A+ desired.
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