Job Title:

LEVEL 2 IT INFASTRUCTURE ENGINEER

KDSI is expanding our team once again and are currently seeking a candidate for level 2 IT Infrastructure Engineer. The position provides advanced troubleshooting support, design and build IT infrastructure services to KDSI and Ironlogic clients. Maintains computer hardware, software, and performs upgrades. Assists Level 2 and level 1 teams on support issues escalated to them on computer/printer/network-connectivity issues. Responsible for the day-to-day operation of escalated and level support 2 issues. Work with IT Services Manager on planning and consulting with clients.

IT Infrastructure Engineer Duties & Responsibilities:

  • Monitoring Helpdesk Queue along with entire team and respond as needed.
  • Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations.
  • Diagnose and resolve hardware/software problems.
  • Provide daily support for clients and assigned Client-company facilities.
  • Install/upgrade PC hardware/software when required.
  • Recommends or conducts initial basic instruction for PC usage and application access.
  • Informs Administrator and IT Services Manager on conditions and operational exceptions and pertinent factors influencing them.
  • Provide status reports on current open projects and functional issues.
  • Assists Administrator and IT services Manager in coordinating major upgrades to application software.
  • Respond to customer inquiries and set appropriate deadlines.
  • Accurately assess customer needs and confirm customer’s understanding of needs.
  • Complete assigned technical and project management tasks with a high level of accuracy and attention to detail.
  • Consistently maintain positive customer relationships that ensure customer satisfaction to promote a culture of world class service.
  • Advises clients and IT services Manager on software compliance issues on the desktop.
  • Assist Administrator and IT services Manager in auditing and documenting hardware/software
  • Troubleshooting, diagnosing and resolving hardware, software, and other network and system problems.
  • Replacing faulty network hardware components when required.
  • Receives and resolves service issues escalated from other Technical Support Engineers.
  • Promotes a culture of learning and growth for Tier 2 Support Engineers.
  • Maintains a positive attitude towards training others.
  • Works collaboratively with other Senior staff.
  • Serve as overflow support when Tier 1 Technical Support Engineers are at capacity.
  • Participate in the “on-call” rotation and responds to after-hours alerts promptly.
  • Participate in scheduled monthly maintenance.

 

IT Infrastructure Engineer Requirements:

  • A self-starter able to work independently but comfortable working in a team environment.
  • Exceptional working knowledge of Windows operating systems, networks, databases and network security concepts.
  • Working knowledge of the Microsoft Office application suite including MS Outlook • Experience with multi-platform Windows O/S required
  • Exceptional knowledge of Microsoft Active Directory
  • MS Azure design build and implementation experience is preferred as is Office 365 experience.
  • Strong analytical and problem-solving skills.
  • Dependable and flexible when necessary.
  • LAN and WAN
  • Network Monitoring products and protocols
  • Strong critical thinking and troubleshooting abilities.
  • Must have a current and valid driver’s license and vehicle.
  • Willingness to travel and consult with clients on site at customer locations.
  • Ability to communicate verbal and written information in a clear, friendly, detailed informative manner and superior phone skills.
  • Available after-hours
  • Ability and willingness to work in a 24*7*365 environment
  • Part of on-call rotation for after hours emergencies.

Qualifications:

  • Microsoft Certification Preferred MCSA, 2012/2016.
  • Microsoft Certified: Azure Administrator or Solutions Architect is preferred.
  • Strong analytical skills and troubleshooting methods.
  • Strong technical knowledge of personal computers and network systems.
  • MSP experience preferred
  • Knowledge and experienced with Microsoft Cloud including Office 365/Azure
  • Deep knowledge of Windows Server 2012/2016/2019
  • Experience configuring and managing firewalls and switches, including setup of VLANs, NAT rules, VPN tunnels
  • Familiarity with PowerShell scripting.
  • Knowledge of Microsoft Hyper-V/ VMware vSphere
  • Understanding of Linux including
  • Excellent communication skills both written and oral.
  • Min 5 years’ experience customer service/technical support.
  • Strong interpersonal, analytical and organizational skills.
  • Team oriented player.
  • Great on-time attendance record.
  • Strong work ethic. Self-Starter.
  • Ability to multitask
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Important Kilobytes Data Solutions Inc. / Ironlogic preparedness for COVID-19 (Coronavirus) !!!!

Kilobytes and Ironlogic have taken a broader approach to its service continuity planning inclusive of the potential effects of the COVID-19 viral outbreak. While this planning does not replace our current extensive Business Continuity Planning it does however address possible impacts.