TAC Engineer - MSP

at  New Charter Technologies

POSITION QUALIFICATIONS

• Education / Experience: A minimum of an Associate’s Degree or minimum 3-5 years equivalent technical experience. One industry certification or equivalent experience. MSP experience preferred or experience in high volume support services pivoting between vast arrays of technology.
• Skill Level: Must possess a thorough understanding of IP networking and ability to troubleshoot/analyze/resolve hardware and software issues remotely. Experience in Microsoft Windows server and desktop environments as well as Microsoft 365. Experience with Azure platform (Entra, 365 Admin console, Intune, etc.) Working knowledge of switching, routing, wireless, firewall and Apple Mac technology. Ability to thrive working both independently and in a team environment. Be willing to collaborate with other team members to drive items to closure. Must possess strong root-cause analytical skills and effective interpersonal and communication skills to interact with a wide range of customers having different levels of computer expertise. Maintain effective and timely communication with the Client and triage team to keep them informed on the status of all assignments. Display excellent customer service skills and communicate clearly both orally and in writing with appropriate detail to Clients and ADNET staff members in a manner that is both courteous and professional.

PHYSICAL REQUIREMENTS & WORK CONDITIONS

• Physical: Vision: Correctable vision. Hearing: Full hearing capability including the dissemination of tones. Ability to lift up to 30 lbs. Ability to stand and/or sit for up to 14 hours/day.
• Language: Ability to effectively speak, read and write English.
• Working Conditions: Ability to work in a professional office environment and LAN/WAN room environment either in ADNET or client offices. To accommodate and provide the best support for our clients, the schedule for the TAC Engineer can be between 7:00 AM and 6:00 PM and may be subject to change based on coverage needs. Work time may include some evenings and weekends as well as overnight travel.
• Transportation: Must possess a valid driver’s license and a reliable vehicle for transportation to and from ADNET’s offices and client locations as required.
• Travel: This position requires approximately 5% travel. Must have the ability to fly on commercial airlines when necessary.
  Dress: Follow company policy (see policy manual).
  Adnet is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Adnet recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
  Job Type: Full-time
  Pay: $65,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

JOB PURPOSE AND OVERVIEW

The TAC Engineer is responsible for responding to clients and automated alert tickets in a timely fashion based on ADNET’s prioritization and response guidelines. The goal of the role is to ensure that clients’ technical problems are resolved in a timely, courteous, and professional manner so clients can focus on their work. The role delivers support to clients through remote management tools, email, phone and scheduled or urgent on-site visits for issues that cannot be handled remotely. The TAC Engineer will also be responsible for participating in projects and updating / maintaining documentation. Client support or project work is assigned via a case management system and supporting technical information is provided through various online documentation systems.

RESPONSIBILITIES

• Always understand and practice ADNET’s core values (see Vision, Mission and Values section for details).
• Provide remote or occasional on-site level 2 technical support to ADNET clients based on established procedures through various support mediums (telephone, email, ticketing system and remote control).
• Actively manage assigned tickets, projects, and follow-ups to ensure that they’re addressed in a timely fashion.
• Escalate issues that may not be in your skill set quickly so that the client receives a timely resolution.
• Maintain client documentation and ensure it is kept up to date as changes occur or as part of a project.
• Identify and recommend proactive solutions to recurring support issues.
• Drive items to permanent resolution long term while keeping in mind potential short term fixes to alleviate impact experienced by client.
• Perform preventative maintenance on servers, workstations, switches, and firewalls for our clients.
• Support and troubleshoot virtual environments (on premise and in the cloud).
• Install, configure, and troubleshoot Windows operating systems, applications, and cloud infrastructure.
• Troubleshoot backup systems and assist with restoration if needed.
• Install and configure managed service application and proactive maintenance.
• Perform network maintenance and system upgrades including service packs, patches, hot-fixes and security configurations.
• Voluntarily provide information and assistance to other office members for the whole company’s success.
• Accomplish the billable hours minimum requirement for the department as set by the company or department head.
• Stay current on industry trends and technology, which may affect operations or client expectations.
• Follow policies and standard operating procedures for the TAC Department and Service Operations.
• Carry a cell phone and be reachable 24 hours, 7 days per week, when in the On-Call rotation.
• Work with Manager to develop and follow an education/certification program to increase/maintain level of technical expertise, actively pursue training objectives as assigned.
• Participate in morning stand-up as well as other team and company meetings. Attend the TAC technical staff meetings. Be prepared to discuss client issues, project status and scheduling concerns.
• Follow standard installation procedures and alert Manager of inadequacies in procedures when necessary.
• Perform other such responsibilities that relate to TAC Engineer as assigned by Manager.
• Standards of Performance

The TAC Engineer will be performing in a satisfactory manner when the following have occurred:

• Maintains excellent client relationships.
• Complete all time entries for work done in real-time using correct grammar and punctuation and submit timesheets in a timely manner. Maintain ConnectWise entries that accurately report daily activities. ConnectWise information to be submitted daily.
• Support calls and managed services issues are responded to and resolved in a timely fashion according to service level agreements. Achieves or exceeds the billable utilization requirement for the role.
• Projects, tasks, and other responsibilities are completed accurately, professionally and in a timely manner.
• Maintains a positive attitude, professional presentation and productive communication style that contributes to ADNET’s collaborative work environment.
• Complies with all company and departmental policies and procedures.
• Incorporates ADNET core values in the execution of duties.
• Understand and incorporate ITIL principles into ticket classification.
• Maintains progress toward career goals and objectives including furtherment of education and certifications.