Level 3/ IT Engineer

Opti-Vise IT, LLC; Eaton; On-site; GBP 48,718 - 59,960; Full time

Benefits offered by this job

Annual performance bonus

Medical, dental, vision insurance

401(k) with company match

Paid time off (PTO)

Paid holidays

Professional development reimbursement

Job summary

Opti-Vise IT, LLC is seeking an experienced Level 3 IT Engineer to work directly with customers and partners on hardware/software installations, troubleshooting, and configuration recommendations. You will report to the CTO or Operations leadership, serving as a key resource for endpoint support and managed services.

Responsibilities include prioritizing requests, providing status updates, remote/on-site support, and coordinating with third-party vendors.

Qualifications

• 7+ years of IT hardware/software/infrastructure support in MSP-like environments.
• Strong knowledge of TCP/IP, DNS, DHCP, and VoIP.
• Proficiency with Microsoft products, server OS, and IT administration.
• Excellent documentation and written/verbal communication skills.
• Ability to work both remotely and onsite as needed.

Responsibilities

• Receive and translate client requests into actionable tasks.
• Prioritize, schedule and provide status updates on requests.
• Document communications and remediation steps to final resolution.
• Perform remote endpoint support including installs, upgrades, and training.
• Collaborate with third-party vendors to troubleshoot issues.
• Deploy, configure, and manage hardware/software for clients.
• Provide remote and onsite support for installations, upgrades and maintenance.
• Maintain and enforce configuration standards across deployed tech.

Skills

Customer support

Documentation

Troubleshooting

Team collaboration

Education

BS Degree in Computer Science or related field

Tools

Intune/Autopilot

Fortinet Firewalls

PSA Experience

Azure/AVD

Printer/Scanner Troubleshooting

Terminal Services / Failover Clustering

VMware (vSphere/vCenter)

Job description

($65,000-$80,000) This position will work directly with customers and partners to provide expertise in hardware and software installations, troubleshooting, and configuration recommendations. This position will report to the CTO or other designated Operations leadership.

($65,000-$80,000) This position will work directly with customers and partners to provide expertise in hardware and software installations, troubleshooting, and configuration recommendations. This position will report to the CTO or other designated Operations leadership. The primary mission is to serve as a key resource to our client base by providing traditional endpoint support and supporting the managed service stack deployed to maintain stable, secure, and productive network environments. As a member of the IT Services Team, the Level 3 IT Engineer will collaborate with team members to maintain the success of managed services, site, and infrastructure. This position serves as an escalation point for Lv1 & Lv2 technicians and provides advanced-level installation, support, and maintenance of IT environments. The role entitles establishing and maintaining a positive rapport with our clients by receiving, documenting, prioritizing, and actively resolving end-user support requests in a timely and professional manner.

Responsibilities

• Receive client support requests and translate them into actionable tasks.
• Prioritize and schedule requests based on outlined standards and timeline requirements.
• Provide status updates of open requests to customers.
• Document client communications and remediation processes through to final resolution.
• Complete post-resolution follow-ups to ensure client satisfaction.
• Perform remote endpoint support to client base such as software installs/upgrades, file recovery, license management, password resets, configuring systems and applications, customer training, etc.
• Work with third-party vendor support to troubleshoot, identify, and remediate issues.
• Deploy, configure, and manage hardware and software solutions for clients.
• Perform remote and onsite support for technology installations, upgrades, and maintenance.
• Work with third-party vendors to troubleshoot, identify, and remediate issues.
• Document and maintain configuration standards for deployed technologies and optimize performance of deployed hardware and software.
• Understand and maintain configuration standards deployed.
• Deploy and monitor hardware such as endpoints, firewalls, switches, access points, etc.

Required Education

• BS Degree in Computer Science, Information Systems (or related field), or equivalent work experience.
• Preferred Certifications: A+, Network+, Security+, AZ-900, AZ-104

Required Experience

• 7+ years of experience supporting IT hardware/software/infrastructure in an MSP environment, or equivalent work experience.
• Proven understanding of IT network and collaboration concepts.
• Working knowledge of network protocols such as TCP/IP, VoIP, DNS, DHCP.
• Proficiency with Microsoft products, applications, and server operating systems.
• Ability to research, absorb, and retain information.
• Excellent documentation skills.
• Proven written and verbal communication skills.
• Strong analytical and troubleshooting skills.
• Ability to collaborate in a team environment.
• Maintain a professional workplace appearance.

Technical Knowledge (not Limited To)

• Microsoft Intune/Autopilot
• Fortinet Firewalls
• PSA Experience
• Azure/AVD Experience
• Printer/Fax/Scanner Troubleshooting
• Terminal Services, Microsoft failover clustering
• VMware (vSphere, View, vCenter)

What You Can Expect From Us

• A family-owned company that cares about you and your career growth.
• Professional development opportunities including certification path and reimbursement.
• Annual performance bonus in addition to base salary.
• A competitive benefits package including medical, dental, vision, 401(k) with company match, PTO, and paid holidays.