IT Solutions Engineer

CMC is looking to expand our team with a IT Solutions Engineer! The IT Solutions Engineer is responsible for providing Tier 1 and 2 levels of support as well as maintaining the integrity of our internal systems. This position will work closely with our managed service customers and get to know their business to provide the best possible service levels. The majority of our customers have internal IT staff, so we work closely with them to provide superior co-managed support. The role will work closely with our Tier 3 support team and will be exposed to additional projects and technologies in a learning environment. As a managed service provider, we work with a very wide range of technologies, applications, systems, people and work cultures and are able to help our technicians gain valuable skills that otherwise may be off limits in other companies.

Please note while this position is fully remote in the New England area, we do encourage coming to our Exeter, NH office for all-hands team meetings, typically 2-4x per month. We promise to serve snacks!

Here’s what we are looking for (skills):

• Passion for teamwork, continuing education, problem-solving and exceptional customer service
• A computer techie with a great personality and the desire to work hard.
• 2-3 years experience with a MSP or internal IT Dept providing IT support.
• Great people and customer service skills.
• Ability to follow Standard Operating Procedure (SOP) and help identify and implement improvements in our service delivery.
• Ability to problem solve when given complex inputs and variables
• Understands importance of documentation and leverages said documentation to provide superior customer services (if work was completed but not documented, was it really complete?)
• When in unchartered or unknown technical territory, knows how to quickly get up to speed to address customer issues (using internal resources, Google-fu, etc)
• Familiarity with Windows and Linux and basic command line syntax
• Understanding of key IT components such as Operating Systems (Windows, Linux) databases (SQL Server and Oracle), cloud (Azure, AWS), Microsoft 365, data protection (Rubrik, Veeam, Acronis), virtualization (VMware and HCI such as vSAN and Nutanix)and NFS/SMB file shares.
• Skills focus on Microsoft ecosystem including Microsoft 365, Azure AD, and Azure infrastructure.

Requirements

Here is what you will be doing (duties):

• Handling client support requests in an efficient and concise manner
• Managing customer’s data protection environments and ensuring backup success compliance goals are being met
• Escalating ongoing issues with customer’s IT staff and following through until resolved.
• Continuously looking for ways to improve our service delivery so we can be the best possible resource for our customers.
• Onboarding new clients and following our best practices.
• Using and improving client documentation.
• Participating in rotating on-call schedule for after-hours support and service.
• Assisting with client projects i.e. security hardening, Microsoft 365 migrations, technology rollouts such as Rubrik, Veeam, LogicMonitor, Microsoft 365, and Azure

Benefits

Here is what we provide you with (benefits) -

• Competitive starting salary based on experience plus additional pay for on-call
• Health insurance with company contribution
• Responsible unlimited PTO (available after 90 days)
• Training program including paid certifications and tuition reimbursement
• Company-provided laptop, 4k monitor, cell phone, VDI
• An upbeat, successful, and motivated team to work with