Tier III Engineer

GENERAL SUMMARY: InfoPathways provides technology services to high compliance clients, particularly those in the life sciences industries. Our Engineers support multiple clients in a fast-paced environment with exposure to a wide variety of software and technologies. This includes applying cybersecurity best practices to IT operations to improve client cybersecurity stance. Everyone on the InfoPathways team has a role to play in ensuring cyber security best practices are maintained. We leverage our work with many clients across various high compliance industries to quickly learn new skills or understand specialized platforms and determine the best ways to enhance their security stance. In addition to strong technical aptitude, Engineers communicate well with nontechnical users to support client needs and resolve client issues. For more information, visit https://infopathways.com.

POSITION OVERVIEW: Tier 3 Engineers at InfoPathways are proficient in the latest information technologies and possess strong technical skills that enable troubleshooting of technologies and systems where familiarity may be limited. With a minimum of ten years of hands-on experience, they are not only technically adept but also possess strong communication skills, enabling them to resolve client issues effectively, especially in critical situations. Tier 3 Engineers work both at client sites as well as at InfoPathways’ offices. Tier 3 engineers can evaluate client sites and requirements to provide feedback to management and sales resources and communicate directly with clients for recommended solutions. Tier 3 Engineers understand the role of policies and compliance in technology administration, implementation and management.

RESPONSIBILITIES:

• Enter time as work is performed time entry in InfoPathways Professional Services Automation platform (ConnectWise Manage) to ensure maximum utilization.
• Review time entries daily to ensure accurate timesheet.
• Maintain utilization rate at 75% or greater.
• Develop documentation of Client networks, systems, software, accounts and processes in InfoPathways documentation tool (ITBoost) to ensure Service team has access to accurate information to handle client issues and needs.
• Maintain cybersecurity best practices within all projects and support for both internal and client operations.
• Communicate technical information clearly and simply to non-technical people, which could vary from C-Level audiences to technical users.
• Take ownership of tasks and follows through to ensure complete resolution.
• Take a personal interest in, and responsibility for, quality of work you perform or are associated with.
• Ability to pay close attention to detail while performing technically detailed tasks.
• Ability to deal effectively with stressful situations.
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others.
• Work closely with Service Dispatch to escalate client tickets when required.
• Ability to work on tickets as scheduled by Service Dispatch.
• Communicate with clients regarding time frames and ticket updates.
• Installation, configuration, and testing of workstation hardware components.
• Basic troubleshooting of servers (physical and virtual) as required.
• Implement project work at client sites, which may include network cabling, network rack builds, mounting wireless access points and performing related physical labor as required.
• Able to lift 35 pounds.
• Perform work in a safe manner consistent with OSHA, MOSH, NC-DOL, or other jurisdictional work safety requirements.
• Maintain clean and safe work space.
• Understand that the success of individuals is measured by the success of InfoPathways and our clients.
• Ability to quickly learn new technologies through the use of self-study materials, hands-on training, and company sponsored classroom/virtual training.
• Complete company sponsored training and attain certifications as requested.
• Enjoy helping people to the extent that no problem is considered mundane, no matter how simple the solution
• Is self-motivated and can be self-directed when necessary
• Enjoys sharing information, supporting others, and working on a team to achieve team goals. Mentors Tier 1 engineers and Interns as appropriate.

EXPERIENCE/EDUCATION:

• Seven years hands-on information technology troubleshooting and support experience.
• Bachelor’s Degree in Cybersecurity, Information Technology, Computer Science, or other technology major.
• Extensive relevant work experience in lieu of degree may be acceptable on an individualized basis. Any relevant certifications, degree work or other training will be considered in role evaluation.
• Certifications such as Microsoft Azure SC400, Network+, Security+ or Apple Device Support are preferred.
• A track record of reliable technical performance and positive client feedback.
• A valid driver’s license is required.
• Comprehensive troubleshooting skills and ability to investigate and resolve complex technical issues.
• 7 or more years' experience with troubleshooting and supporting users for Windows, MacOS, Linux, and other operating systems.
• 7 or more years' experience in network design, configuration, troubleshooting and support. Network design experience a plus.
• Robust understanding of radio frequency communications concepts and specifically those used for networking.
• Strong Understanding of DNS services, internet routing and role of DNS filtering as a cybersecurity measure.
• 7 or more years' experience in data protection, backup solutions, and disaster recovery best practices.
• 7 or more years’ experience with Microsoft 365, including best practices for configuration, troubleshooting, and use, particularly related to cybersecurity and data protection measures such as Microsoft Purview.
• 5 or more years’ experience with cybersecurity systems and/or available tools and ability to recommend best practices to clients.
• Proficiency in administering enterprise email applications and collaboration platforms (i.e. Microsoft 365, Box, G Suite).
• 7 or more years' experience with servers (physical and virtual). 3 or more years' experience with AWS and Azure AD.
• 5 or more years with Active Directory administration, configuration, maintenance, and support.
• 5 or more years' experience with Information Technology Administration of Line of Business (LOB) Applications such as Accounting (Sage, QuickBooks, Costpoint), Project Management (P3, Yardi), Data Analytics (SAS, R- Studio), IoT (Access Control, Environmental Monitoring) and/or Laboratory & Clean Room systems.
• Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

Job Type: Full-time

Pay: $34.00 - $37.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person