Support Engineer / Tier 3

Employment: Remote Contractor

Company Base: US

Hours of Work: GY, 40hrs/week

Shifts:

8AM - 5PM EST for the first two weeks

1PM - 10PM EST shift going forward

Location: PH - Permanent WFH

Workstation: Equipment Provided

Benefits:

• 13th Month Pay
• Competitive Salary (USD Based)
• Permanent WFH
• Professional Growth and Training
• Supportive Work Environment
  
  
  

GENERAL DESCRIPTION:

The Support Engineer role is instrumental in delivering premium IT managed services to our clients. Your expertise in technical, analytical and leadership skills will be crucial in ensuring the stability, security and optimal performance of clients IT infrastructures. This role works closely with a team of IT professionals to manage, maintain and improve complex IT systems, offering advanced troubleshooting support to clients and technical direction to supporting team members.

RESPONSIBILITIES AND DUTIES:

• Timely and effective resolution of client issues and service requests
• Act as a primary technical resource for the team, ensuring service needs are met
• Develop and maintain strong relationships with both clients and team members
• Manage client IT systems and adhere to service level agreements
• Execute on root-cause analysis as needed
• Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
• Monitor and optimize client systems for efficient performance, reliability and security
• Produce and update technical documentation for client systems and team training
• Collaborate with engineers and support teams to identify client trends
• Provide technical leadership and guidance to the managed services team members
• Foster a collaborative knowledge-sharing environment within the team
• Identify training opportunities within the team and provide feedback as needed
• Remain updated on emerging technologies and industry trends
• Identify innovative solutions to enhance service delivery
• Recognize opportunities to enhance process efficiency, business security and implement best practices
  
  
  

SPECIFIC SKILLS:

• Advanced technical knowledge of current IT infrastructures including servers, networks, virtualization, cloud systems and security
• Proficiency with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies and Exchange/Office 365
• Experience with LAN/WAN connectivity designs, firewalls, switching and wireless
• Management of cloud systems including AWS, Azure and Office 365
• Ability to efficiently diagnose and resolve complex technical issues
• Experience with various troubleshooting tools and techniques
  
  
  

SOFT SKILLS:

• Strong analytical skills to identify root causes and spot trends
• Excellent verbal and written communication abilities
• Capacity to explain technical concepts and solutions to non-technical stakeholders
• Capable of staying composed and providing successful resolutions in high-impact scenarios.
• Strong collaboration skills for working with cross-functional teams.
• Proven ability to lead and mentor a team of engineers
• Commitment to continuous learning and professional development
  
  
  

Certifications:

• Bachelor's degree or Associates degree in Information Technology, Computer Science, Network Administration or related business field.
• 5-7 years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position.
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable
  
  
  

Good to have: Experience with the US IT industry or US client support