IT System Engineer II - Folsom, United States - Abstrakt Marketing Group

    Abstrakt Marketing Group
    Abstrakt Marketing Group Folsom, United States

    2 weeks ago

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    Description

    Job Type

    Full-time

    Description

    This is a full-time, direct placement for GroupOne Consulting

    GroupOne Consulting

    GroupOne builds custom, strategic technology plans, essential to achieving our clients' visions. We collaborate with clients to ensure their objectives are achieved and results are acknowledged. Every aspect of our client-focused activity is driven by a relentless pursuit of operational excellence.

    Job Summary

    Under general supervision of the IT Services Support Manager, this position plays a key role in delivering and maintaining our fully managed IT Services suite of products. The IT Support Engineer II provides our customers and internal team with second level support delivered through direct contact, both verbal and written, to effectively deliver world class service to our partner clients. Most services are provided via remote management tools but may require onsite presence to resolve open issues. In addition to support activities, this position will perform proactive services for customers through administration of our managed and hosted services platforms. The IT Support Engineer will be assigned specific tasks on customer facing and internal projects as needed and provide lead tech services for initial client integration into our managed services environment.

    Principle Accountabilities

    • Design, configure and deploy servers, routers, switches, firewalls, phones.
    • Advanced Server maintenance and repair including hardware diagnosis of complex environments
    • Implementation of complex customer server and network projects
    • Server maintenance and repair including hardware diagnosis
    • Implementation of customer server and network refresh projects
    • Development of detailed work plans for approved partner/customer projects
    • Provide advanced technical escalation support to team to resolve user PC, email, internet, and LAN access problems
    • Resolves network performance issues by network monitoring and analysis, performance tuning, troubleshooting network problems and escalating to vendor.
    • Secures network by auditing client's servers and network to ensure network access standards.
    • Provide support for complex windows domain model and user profile related issues
    • Configure, maintain, and monitor distributed backup systems
    • Prepares users and staff by designing and conducting training programs, providing references and support.
    • Work diLive Chatrectly with vendor support, working through diagnostics and implementing the solution
    • Resolves network performance issues by troubleshooting network problems and escalating within team and/or to vendor.
    • Troubleshoot and become familiar with various types of client/industry specific software
    • Provide support for windows domain model and user profile related issues
    • Maintain and monitor distributed backup systems
    • Ensure the confidentiality, security, and data integrity of client information at all times
    • Provide efficient and timely resolutions to customer support cases
    • Ability to prioritize service tickets by urgency
    • Ability to accurately track time and services performed during the course of the day
    • Respond to on call pager as part of team pager rotation
    • Maintain productivity levels in relation to peer group
    • Updates job knowledge by participating in educational opportunities.
    • Analyze and isolate issues
    • Maintain integrity of the network, server deployment, and security
    • Willingness to work overtime, afterhours, and weekends as required by the task or project at hand
    • Additional duties as required
    Requirements

    Qualifications and Experience

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. To perform the job successfully, an individual should demonstrate the following competencies:

    Job Qualifications
    • Must be effective developing project work plans, performing project work, have awareness of all project elements and maintain focus to completion
    • Strong communication skills, including the ability to translate technical information into layman's terms
    • Ability to correctly determine proper course of action by identifying appropriate resource, process or escalation needed for safe and efficient resolution to any client issue
    • Ability to adapt and accept challenges in a fast paced, dynamic environment
    • Strong commitment to providing quality service
    • Excellent and reliable attendance record
    • Experience creating and documenting processes
    • Experience with information management
    • Strong interpersonal skills
    • Possess a positive attitude and be able to fit in well within a strong team
    • Ability to successfully prioritize service issues based on multiple competing objectives
    • Willingness and commitment to ongoing learning and development
    • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations
    • Customer Service - Manages difficult or emotional client situations; Responds promptly to client needs; Responds to requests for service and assistance; Meets commitments
    • Interpersonal Skills - Focuses on solving conflict and communicating effectively
    • Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and suggestions.
    • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listen's and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings
    • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information
    • Language & Writing Skills
    • Ability to read, comprehend and prepare simple to complex instructions, correspondence, reports and memos. Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization
    • Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed
    • Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
    • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
    • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with suggestions for an alternate plan.
    EDUCATION AND EXPERIENCE

    Relevant College, trade-school or certification program required.
    • Five to Ten years of experience in PC repair/support, System Engineering, and IT Administration roles or similar required in a professional or educational setting
    • Any equivalent combination of education and experience
    • Current Microsoft certification in server and/or MS 365 technologies required
    • Other network infrastructure hardware and software certs preferred
    Necessary Knowledge, Skills, and Abilities

    WORKSTATION TECHNOLOGIES AND SUPPORT
    • Identify, specify, and troubleshoot workstation hardware
      • Motherboards, Expansion Cards, and RAM
      • Storage media (Optical, Solid-State, and Mechanical Storage)
      • File systems, formatting, and partitions (e.g., FAT32, NTFS, APFS, etc.)
      • Peripherals (e.g., Pointing/Typing devices, Printers/Scanners, Displays, etc.) ? Setup and troubleshoot layer 1 connectivity (Power, Network, and AV cabling)
    • Update workstation firmware and UEFI/BIOS
    • Install, troubleshoot, and update workstation drivers and OS (Windows and Mac)
    • Use MS Tools and Features (e.g. Task Manager, Services, Regedit, Disk Manager)
    • Map network resources
    • Configure Outlook Profiles
    • Resolve disk space capacity issues and perform cleanup
    • Identify, specify, and troubleshoot workstation boot methods (e.g., USB, PXE, HDD/SSD, UEFI, Legacy)
    • Troubleshoot TPM and Secure Boot UEFI components
    • Image Workstations
    • Join workstations to a Domain (AD/Azure AD)
    • Manage Local and Domain Users / Group Memberships
    • Use command Line Tools (e.g., ipconfig/ifconfig, ping, nslookup, gpupdate)
    • Use and troubleshoot macOS Tools and Features (e.g. , Time Machine/Snapshot, Disk Utility, Key Chain)
    • Deploy new single user/single workstation applications
    • Install and troubleshoot common business applications (e.g., MS Office, Adobe, AutoDesk, Sage, QuickBooks, MFA tools, VoIP, and Conference apps)
    • Design, configure, Deploy and troubleshoot RDP and VPN connections
    • Rebuild Windows Profiles ? Enroll devices in Mobile Device Management
    • Malware remediation (Ransomware, Trojans, Worms, PUPs, Fileless, C&C, Bots, Crypto, Logic Bomb, Spyware, Keylogger, RAT, Rootkit, Backdoor)
    • Endpoint Protection (Anti-Virus/Malware, EDR, DLP, UEFI Security, Disk Encryption, OS, Patch Management, TPM, Sandboxing)
    • BYOD email Setup/Install ? Crypto-virus remediation - Network wide ? Support 3rd-Party apps with Vendor
    • Work with Network hardware devices (e.g., Firewalls, Routers, Switches, Wireless Access Points)
    • Deploy major application upgrade
    • Advanced DNS troubleshooting
    • MDM - Config and Deployment
    NETWORK TECHNOLOGIES AND SUPPORT
    • Design Network topologies (LAN, MAN, WAN, WLAN, SAN, SDWAN, MPLS)
    • Design Networking Device config (DSL/Cable Modem / Media Converter, Router/Firewall, L2/L3 Switches, Wireless Access Points, Bridges, WLAN Controllers
    • Design and implement Telecommunication standards (DMARC, MPOE, DSL, Cable, Fiber)
    • Troubleshoot Routing Technology and Bandwidth Management (Dynamic/Static/Default Routes, TTL, Traffic Shaping, QoS)
    • Configure Ethernet Switching Features (VLANs, Tagging/802.1Q, Aggregation, Speed/Duplex, Port Security, MDI-X, MAC Tables, PoE(+), STP, CSMA/CD, ARP, NDP)
    • Configure/design Next-Generation Firewalls (NAT, Content/GeoIP filter, ACL, DLP, DPI)
    • Configure HA and Disaster Recovery (LB, NIC Teaming, Clustering, UPS/PDU, Cold/Warm/Hot, State/Configuration Restore)
    • Wireless Site Survey
    • Advanced firewall rules / configuration
    • SAN network Troubleshooting and implementation
    • Implementation and troubleshooting QOS documentation and policy
    • TCP/IP Layer Model for Troubleshooting
    • Common Ports and Protocols (e.g., DHCP, DNS, FTP, SMTP, HTTP(S))
    • Advanced DNS troubleshooting
    • Connect and verify function of network infrastructure devices (e.g., Firewalls, Routers, Switches, Wireless Access Points)
    • Cabling troubleshooting and repair
    • UPS Battery replacement - UPS setup and maintenance (Install management interface, rack, cable, set static IP, replace batteries)
    • Discovery, Assessment, and Reconnaissance (tools, IP scanners, OpenSSL, )
    • SNMP (Traps, OIDs, MIBs)
    • Network Device Logging (Traffic, Audit, Syslog, logging/security levels)
    • Network architecture (Three-tiered, SDN, SAN)
    • MARKMEREF
    • Work with Networking Device config (DSL/Cable Modem / Media Converter, Router/Firewall, L2 Switches, Wireless Access Points, Bridges, WLAN/SDN Controllers)
    • Media and connector types (Copper, Fiber, RJ11, RJ45, (Q)SFP(+), Punch downs, patch and distribution panels)
    • Subnet and IP addressing schemes (RFC1918, Classless/Classful, CIDR, NAT/PAT)
    • Common ports and protocols, applications, and encrypted alternatives (FTP/SFTP, Telnet/SSH, SMTP, ICMP, TCP/UDP, GRE/IPsec, etc.)
    • Wireless Standards and Technologies a-ax, 2.4/5ghz, channels, SSID, Omni/Directional Antenna, WPA/AES/TKIP, CDMA, GSM, LTE, (MU-)MIMO)
    • Configure Network services (DHCP, DNS, NTP, etc.)
    • Cloud concepts and connectivity options (Public, Private, Hybrid, SaaS, IaaS, DaaS, VPN, Private-direct connection)
    • Configure Remote access (Site-to-Site/Client-to-Site VPN, Remote Desktop connection/gateway)
    • Troubleshooting HA and Disaster Recovery (LB, NIC Teaming, Clustering, UPS/PDU, Cold/Warm/Hot, State/Configuration Restore) ? Setup Sonciwall Firewall rules
    • Setup Sonicwall VPN
    • Sonicwall ISP failover
    • Setup PFSense firewall rules
    • Configure managed network switches
    • VLAN port management
    • Configure UniFi radios, sites, and server management in controller
    • ISP turn-up process ? Advanced wireless troubleshooting
    • Follow QOS setup documentation
    • Resolve DNS issues
    • Advanced network routing
    • Configure monitoring (cacti/sp/n-able)
    • Advanced ISP troubleshooting
    • DHCP IP Audit
    • Metrics/Sensors (Temperature, CPU/Memory Usage, Bandwidth, Latency, Jitter)
    • Interface statistics (Link state, Speed/Duplex, Send/Receive, Protocol packet/byte count, CRC errors, Giants, Runts, Encapsulation errors)
    • Wireless Site Survey
    • Advanced firewall rules / configuration
    • SAN network Troubleshooting and implementation
    • Implementation and troubleshooting QOS documentation and policy
    • Designing Azure AD Sync
    • Forensic Message Trace
    SERVER TECHNOLOGIES AND SUPPORT
    • Perform Advanced event logs review / alert resolution
    • Use and confirm functionality of management interfaces (IPMI, iLO, iDRAC)
    • Manage User and Computer Objects in Azure AD
    • Manage user accounts and licensing in M365
    • Determine requirements, design, configure, manage, and troubleshoot
      • Advanced File Sharing
      • Advanced NTFS Permissions
      • Advanced Advanced/Enterprise GPO's
      • Advanced Printer Sharing
      • Security Groups, SharePoint, Teams, Sites, and Distribution Lists in M365
      • Shared mailboxes, resources, and delegate mailboxes
      • Email filtering policies o AD Schema o Folder Redirection
      • VDI implementations
      • User, Group, and Computer Objects and Organizational Units
      • Virtualization (Type I/II, ESXi, Hyper-V, KVM, Hybrid, AMD-V/Intel VT, Resource allocation, Clustering)
      • Server services (Web, Application, Directory, Database, File, Print, Messaging, Mail, RDS, Gateway, DHCP, DNS/WINS, NTP, Clustering, Load Balancing)
      • Azure AD Sync
    • Install and configure
      • Hardware (CPU, RAM, Bus/Expansion, NICs, Storage Media, RAID Controllers, BIOS/UEFI, Firmware, Hot swap, KVM, ILO/IDRAC)
      • OS (RAID setup, Partitioning, Formatting, Ext2/3/4, NTFS, FAT32, ZFS, SWAP, hostname, patching, hardening, services, roles, applications, drivers, performance baseline/optimization)
    • DNS creation / management
    • SMTP Relay
    • Configure SRV records
    • Configure DNS Failover
    • New SSL certificate creation
    • SSL Cert renewals
    • DNS hosting migration
    • TXT / SPF /MX / etc. Records
    • Determine requirements, design, and configure services (Web, Application, Directory, Database, File, Print, Messaging, Mail, RDS, Gateway, DHCP, DNS/WINS, NTP, Clustering, Load Balancing)
    • Design and Configure Advanced/Enterprise GPO
    • Configure L3+/Vendor Designed SQL Server
    • Design and Configure VDI
    • Design and Configure On-Prem/Hybrid Exchange
    • New Product deployment
    • Design and specify form factors/rack layout (Rack Mount, Tower, Blade)
    • Design and specify hardware requirements (CPU, RAM, Bus/Expansion, NICs, Storage Media, RAID Controllers, BIOS/UEFI, Firmware, hot swap, KVM, ILO/IDRAC)
    • Design and configure hardware (CPU, RAM, Bus/Expansion, NICs, Storage Media, RAID Controllers, BIOS/UEFI, Firmware, hot swap, KVM, ILO/IDRAC)
    • Design and configure Virtualization (Type I/II, ESXi, Hyper-V, KVM, Hybrid, AMD-V/Intel VT, Resource allocation, Clustering)
    • Configure L3+ Designed Advanced Virtualization
    • Design and specify storage requirements (RPM, Form factor, capacity, bus width, IOPS, seek time, hot swap, RAID 0/1/5/6/10/50/60, SAS, SATA, SCSI, DAS, NAS, SAN, iSCSI, Fiber Channel, Tape)
    • Design and specify power and cooling (110/220V/-48, Wattage, Consumption, Redundancy, NEMA, Edison, Twist Lock, Airflow, Shrouds, Fans, UPS/PDU)
    • Advanced MS365 Conditional access
    LANGUAGE & WRITING SKILLS

    Ability to read, comprehend and prepare simple to complex instructions, correspondence, reports and memos. Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization.