Tier 2 Service Desk Engineer (Networking Specialist)

Tier 2 SDEs support and manage the entire domain and understand all aspects of that process. T2 SDEs are responsible for providing technical assistance and support related to computer systems, hardware, and software to MITS customers and peers. The T2 SDE collaborates with other IT professionals in a remote Contact Center while supporting a variety of customer IT environments.

Tasks include end user support, analyzing requirements, resolving problems, installing hardware or software solutions, license tracking, asset management, support and maintenance, upgrades, and configuration changes. This position requires sound independent judgment, based on best practices and commonly applied standards.

Responsibilities include:

• Respond to customer requests via phone, email, chat, and/or case management system;
• Document, track, and monitor the problem to ensure a timely resolution with our internal systems (RMM and case management systems);
• Perform Microsoft Windows Server administration in a Hybrid, On-Prem, or Cloud Active Directory environment for multiple organizations;
• Provide administration and maintenance of end users' computers and associated systems in various LAN/WLAN/WAN environments;
• Isolate and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination therefore;
• Contribute to computer and network security using a variety of security-based software products and hardware appliances;
• Provide corporate networking and infrastructure device(s) support, especially as it relates to the end user devices;
• Provide 2nd and 3rd level contact and problem resolution to hardware, software and applications issues for customers;
• Resolve user-reported technical issues using available resources while following documented procedures and policies;
• Explain computer and software operations to technical and non-technical users;
• Serve as liaison between customers and external support staff, including Third-Party IT vendors, to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process; and
• Perform other duties as assigned.

T2 SDEs will possess extensive knowledge of the following:

• Microsoft Products: Windows 8/10/11, Server 2012, 2016, 2019
• Virtualization: VMWare ESXi/ VMWare
• Microsoft Exchange (on premise and O365)
• Email security (O365 and third party)
• Active Directory, including Azure AD
• Azure Administration
• AWS Administration
• Windows server roles, DNS, DHCP, RDS, GPO, File and Print Services etc.
• Authentication : LDAP/s, SAML, RADIUS
• Remote management of PCs
• PC hardware (laptops and desktops), printers, scanners, computer peripherals
• Domain setup and maintenance (on-prem, cloud)
• Office 365 administration and licensing
• Azure / Entra Administration and licensing
• Creating and installing SSL certificates
• Network Vendors: Palo Alto, FortiGate, Meraki, Cisco, Unifi, Watchguard, Sophos, SonicWall, Aruba
• Network Infrastructure: LAN/WLAN/WAN, TCP/IP, IPSec, SSL VPN, Inter-VLAN Routing, VLAN, 802.1q, STP, BGP, SD-WAN, MPLS, ADVPN(FortiGate)
• Strong Network Monitoring and Troubleshooting Skills
• Strong interpersonal skills, ability to work autonomously and on a team
• Strong written and oral communication skills
• Ability to document/diagram IT systems and procedures
• Strong organizational skills and attention to deta

T2 SDEs Networking Specialists will possess the following, or comparable, training and experience:

• Managed IT Services Industry Experience as a Windows System Administrator / Network Administrator or similar IT Service Desk role in a fast-paced help desk environment.
• Bachelor’s Degree in an IT-related discipline and/or current, applicable industry-standard certifications, or comparable, or five (5) additional years of related experience beyond the minimum required may be substituted in lieu of a degree. Where practicable, current Supplier employees will be aligned to the Specialist positions. This assures specialization while aligning personnel who are proficient at all manner of duties required to perform with excellence within the Buyer’s environment.
• T2 SDE Networking Specialists will possess one of the following certificates (CCNA, Net+) or several similar years of experience within this specialty, ideally in a Managed Service environment.
• Nice-to-have certifications include Microsoft Azure Administrator (AZ-104), AWS Solutions Architect Associate or AWS Cloud Practitioner, Fortinet Certified Professional (FCP) Network Security, and Palo Alto Networks Certified Network Security Administrator (PCNSA) or Palo Alto Networks Certified Cybersecurity Entry-Level Technician (PCCET).