IT Support Engineer II

Company Overview:

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 that contributes to our high client satisfaction and retention rate.

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 and staff’s efficiency, and help them grow competitive advantage.

You may also want to check out the following links:

Our office: https://www.truadvantage.com/headquarters/

Our culture: https://www.truadvantage.com/working-at-truadvantage/#ourCulture
Our clients’ video testimonials: https://www.truadvantage.com/our-clients/

Our Core Values

• Partnership
• Process
• Growth
• Teamwork

Position Overview:

IT Support Specialist II is a mid-level role with over two to four years of experience and a strong technical aptitude.  This person is a good communicator and a person who can manage a client well and build a good relationship with them. The pace and demands in this role are usually much greater than level 1. They should be prompt and know the importance of communicating timelines and progress to clients. This person will be involved in projects and should be skillful at pre-project work, scoping, and briefings with each client on each project.  They should then be capable of solving problems in complex environments rich in Servers, Internetworking, VPN's, firewalls, backup systems and more.  The more truly capable the engineer is in all these areas, the higher the utility value.

Position Responsibilities

• Provide world-class IT services to our customers
• Maintain excellent customer relationships with all clients
• Always demonstrate a high degree of professional conduct
• DAILY time entry accounting for at least 8.0 hours
• Documentation of client environments and networks
• Scope and execute small to mid-size project within scoped budget and timeline
• Assist Sr. Engineers on larger projects
• Visit client sites and perform onsite services
• A valid driver’s license is required as an essential function of this role involves regular travel to client sites, which cannot be reasonably accommodated by other means
• On-Call Rotation as Scheduled
• Ensure ticket resolution occurs within the timeline
• Installation, configuration, troubleshooting, and customization of Microsoft 365 environments, Azure Infrastructures, VDI environments, as well as on-premises server and network infrastructures.
• Administration of enterprise email platforms, directory services, users and groups management, remote access services, file and folder permissions, and print services.
• Installation and configuration of backup disaster recovery (BDR) appliances, and capable of performing data restores, image restores, BDR virtualization, and defining/designing backup strategy and process.
• Takes full ownership, a personal interest, and responsibility for, quality of work performed. Then follows through to ensure complete resolution.

Personal Skills

• Self-motivated and high level of enthusiasm
• Enjoys helping people, no matter how simple the problem
• 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
• Ability to provide accurate time estimates for how long a task will take
• Ability to pay close attention to detail while performing technically detailed task
• Ability to quickly learn new technologies and adapt to rapid changes
• Ability to articulate technical information clearly and simply to non-technical people

Knowledge, Skills, and Abilities

• Expertise required with desktop operating systems (Windows 10, 11, macOS)
• Working knowledge of Microsoft 365 SaaS Apps and administering them
• Experience working with Microsoft Server OS and Cloud Infrastructures (Windows Server 2016, 2019, 2022, and Azure)
• Skilled in TCP/IP and troubleshooting network and Internet connectivity such as DHCP and DNS
• Working knowledge of relationship between switches, wireless APs, firewalls, patch panels and connecting nodes to a network
• Working Knowledge of Wireless Technologies, Firewall Technologies, and Network Topologies

Qualifications

• Excellent verbal and written English communication skills
• College degree in a related field
• Minimum 2 years’ experience in networking, LAN, WAN, vLAN, routing, and firewall support
• Minimum 2 years’ experience in Server OS & hardware, installation, configuration, and support
• Minimum 2 years’ experience in data backup and recovery, and cybersecurity tools and platforms
• Minimum 2 years’ experience in cloud infrastructures, VPN and SASE, remote access, and VDI support
• Obtained at least one relevant certification.
• Solid dependable engineer, follows directions and maximizes billing opportunities
• Consistently receives great client feedback

Key Performance Indicators

• Client Satisfaction Score
• Meeting SLA timelines
• Live Time Entries
• Maintain Billable Utilization over 3x W2

Promotion

• Five or more years of experience
• Consistently meets billable target of above 3x W2 (i.e., 9 out of 12 months per year)
• Consistently performs better than 90% on KPIs
• More advanced certification(s) obtained
• Strong positive client feedback, seen as expert in their area
• Participates in pre-sales activity
• Mentors more junior engineers
• Shows ability to be a lead engineer