IT Support Engineer III

About you You are a multi-faceted superstar that loves getting up in the morning to make people's lives better and more efficient working at a young and modern company with a fun-loving culture that lets you unleash your awesome potential. You have been known to take on projects where you have had minimal subject matter exposure and have exceeded all expectations on your delivery of those projects. If this sounds like you, please ensure you meet the requirements below and submit your resume today Compensation / Benefits include Competitive salary commensurate with skills and experience Health Insurance (Gold Tier) + Vision, Dental, Disability, and Life 401(K) Matching Paid Holidays Unlimited Vacation Continuing Education (i.e. Paid Certification Training) Mileage reimbursement Performance-based bonuses Quarterly Team Celebrations, and more About us At TruAdvantage , we strongly believe in investing in our people because we know that a company is only as good as its team members. We believe in empowering our team members, so they can learn, lead, and impact other team members and our clients. Our clients know it, feel it and most likely that’s the contributing factor to a 97% plus client satisfaction and retention rate over the past years. At TruAdvantage, we provide opportunities for career advancement (certifications and classes) and personal growth while fostering a hard-working and fun-loving environment. Based in the Bay Area, TruAdvantage is an award-winning managed IT Service provider that specializes in real-time IT support, cybersecurity, cloud, and Strategic IT consulting. We believe in delivering IT solutions that can solve our client’s problems, optimize their organization’s and staff’s efficiency, and help them grow competitive advantage. “IT to solve.optimize.grow” is not a mere tag line but the core of our mission. Core Functions Communication with customers as required : keeping them informed of incident progress, notifying them of impending changes, and agreed-on outages System documentation and consulting services to include system reviews and recommendations Architect, design, and implement solutions for customers using technologies that meet their needs Design, implementation, and support services for Microsoft related technologies : Windows Server, Azure, Office 365, Exchange Online, SQL, SharePoint, etc. Working Knowledge of Windows Remote Desktop Services (RDS) Working Knowledge of Enterprise Backup Systems, Disaster Recovery, and Business Continuity Solutions such as Datto, Veeam, and StorageCraft Working Knowledge of High Availability load balancing solutions Working Knowledge of Hyper-V and VMware Solid understanding of and ability to configure TCP / IP subnetting and troubleshooting Internet connectivity Experience and working knowledge of WAN / LAN topographies, Wi‑Fi networks, routers, firewalls, and network security Deep understanding of DNS and DHCP services Duties and Responsibilities Improve customer service, perception, and satisfaction Provide world‑class IT services to our clients Maintain excellent customer relations with all clients Ability to work in a team and communicate effectively Always demonstrate a high degree of professional conduct Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. Susie can't print) Assist with monitoring and tracking of service tickets to ensure that resolution occurs within the customer's scope of services Develop and maintain knowledge of customers’ specific business environment Business awareness : specific knowledge of the customer and how IT relates to their business strategy and goals. Develop in‑depth knowledge of our service catalog and how it relates to clients’ needs. DAILY time entry for at least 8 working hours in the form of Service Tickets Notes Monthly billing should be at least 75% or more of a typical month of about 173 hours available Ability to provide accurate time estimates for how long a task will take Regular and timely completion of Minimum Documentation Standards for each client On‑going self-training to preserve professional viability is a must Constantly pursuing new educational material to learn, discover, and develop new services, products, and technologies for TruAdvantage and its clients Ability to quickly learn new technologies through self‑study and intuition Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry The ability to regularly score 100% on Client Satisfaction (CSAT) surveys Project management, execution, and conclusion of projects on‑time and / or successful management of client expectations when targets cannot be met Good communication with Account Managers and Team Leader with regards to events and changes transpiring at client sites Ability to communicate with the client at all levels from IT personnel to CxO’s and to understand business issues in the context of IT issues Ability to deal effectively with stressful situations Takes ownership of tasks and follows through to ensure complete resolution Takes a personal interest in, and responsibility for, quality of work they perform or are associated with Ability to pay close attention to detail while performing technically detailed tasks Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members Enjoys sharing information, supporting others, and working on a team to achieve team goals Understands that the success of individuals is measured by the success of their teams Other duties as assigned Required Qualifications BSc. preferably in computer engineering or a related field MBA / MSc. preferred 5+ years of IT‑related experience Required Skills Friendly disposition and a great sense of humor Impeccable communication, organizational, and customer service skills Be a quick learner and thrive to improve knowledge, skills, and performance Creative problem solving and strong troubleshooting skills Multiple Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Sonicwall CSSA, VMware VCP, Server+, Network+, Security+. Highly skilled in implementing and administering TCP / IP networks, topologies, DHCP, DNS, VPN, VoIP, etc. In‑depth knowledge of enterprise‑level server and desktop administration using Microsoft and Linux servers, workstations, and macOS. Complete understanding of leading cloud services such as Microsoft Azure, Microsoft 365 solutions, Amazon AWS, etc. Ability to and adapt to changes quickly. Technical awareness : ability to match resources to technical issues appropriately. Service awareness of all organization’s key IT services for which support is being provided. Ability to demonstrate consistency and follow-through on assigned tasks Nice to haves Business understanding of different verticals such as healthcare providers, biotech companies, startups, financial firms and how they function, make decisions, grow or sustain their organization Experience working with MSP’s and their tools, such as ConnectWise, IT Glue, RMM Tools, Datto, etc. Project Management experience Compensation / Benefits include Competitive salary commensurate with skills and experience Health Insurance (Gold Tier) + Vision, Dental, Disability, and Life 401(K) Matching Paid Holidays Unlimited Vacation Continuing Education (i.e. Paid Certification Training) Mileage reimbursement Performance‑based bonuses Quarterly Team Celebrations, and more #J-18808-Ljbffr