Technical Helpdesk

-Job Purpose:

The Tier 3 MSA Engineer is responsible for delivering advanced technical support and leadership for managed services clients. This role involves designing, implementing, and maintaining robust network and infrastructure solutions that meet the complex needs of our clients. Through technical excellence and strategic leadership, this position aims to enhance service delivery, ensure high availability, and drive continuous improvement in our managed services offerings.

Key Responsibilities:

- Maintain customer infrastructure including servers and networking.
- Design, implement, and manage network and server solutions.
- Maintain customer relationships.
- Ensure the security and compliance of network and infrastructure solutions in accordance with industry standards and regulations.
- Provide technical leadership to the IT team, promoting a culture of innovation and continuous improvement.
- Manage and prioritize infrastructure projects, collaborating with internal teams and external partners.
- Troubleshoot high-level technical issues, providing expert guidance and solutions.
- Mentor junior members of the team.
- Achieve and maintain industry certifications.

Reporting Structure:

Reports directly to the IT Operations Manager.

Performance Goals:

- Achieve and maintain system uptime and performance targets for network and infrastructure services.
- Successfully lead and deliver key IT projects on time and within budget.
- Enhance system security and ensure compliance with regulatory standards.
- Drive technological innovation and efficiency improvements within the organization.

Skills & Qualifications:

- Education: Bachelor’s degree in information technology, Computer Science, or a related field is preferred. Advanced certifications in networking and infrastructure, such as CCNP, VCP, VMCE, or AWS Certified Solutions Architect, are highly advantageous.
- Experience: 5+ years of experience in infrastructure and network engineering, with a strong focus on solution design, implementation, and maintenance within a managed services environment. Proven track record of technical leadership and project management.
- Infrastructure Management: Strong background in managing server infrastructure, virtualization technologies (e.g., VMware, Hyper-V), and storage solutions.
- Advanced Networking: Expertise in designing, implementing, and managing complex network infrastructures. Proficiency with technologies such as Cisco, Aruba, or Fortinet.
- Cloud Services: In-depth knowledge of cloud infrastructure and services, including AWS, Azure, or Google Cloud Platform. Experience with cloud migration and hybrid environments.
- Security and Compliance: Advanced understanding of cybersecurity practices, network security protocols, and compliance requirements. Experience with implementing security measures to protect data and infrastructure.
- Technical Leadership: Demonstrated ability to lead technical teams, manage projects, and drive innovation within IT infrastructure and network domains.
- Problem Solving: Exceptional problem-solving skills and the ability to make decisions based on a comprehensive analysis of available data.