ScalableOS

Level 3 Engineer

ScalableOS  •  Republic of the Philippines (Onsite)  •  21 days ago
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Job Description


SUMMARY
The L3 Support Engineer role is a fast-paced technical support resource specializing
in the immediate response to technical issues presented by end-users.

JOB RESPONSIBILITIES

  • Remediate alerts presented from the company’s monitoring platforms

  • Remediate security vulnerabilities provided by the company security team

  • Remediate missing patching and updates presented by the company’s
    centralized service team

  • Assist with remote deployment tasks such as installation of applications, system
    configuration, etc., before physical deployment

  • Perform remote troubleshooting of hardware & software issues submitted by
    end-users

  • Perform system and appliance updates such as Server OS upgrades, network
    device firmware updates, and other hardware updates

  • Hyper-V and VMware hypervisor troubleshooting and upgrades

  • Assist with after-hours configuration changes submitted by the company
    engineers

  • Engage with the client, vendor, or company contacts in events of emergency
    outages as defined by escalation plans unique to each client

  • Document problem resolution and the entire process within the company’s
    ticketing platform

  • Create technical documentation for client processes, systems, and software
    tools, monitoring servers and desktops. Communicate with vendors of
    company tools to remediate issues immediately

  • Recommend improvements to support the process

QUALIFICATIONS

  • Effectively communicate company value proposition and suite of offerings

  • Arrive on time or early to the office, client meetings, and training sessions

  • Refrain from using unacceptable language and dialogue

  • Maintain a professional demeanor under stress

  • Adhere to client standard operating procedures

  • Strong listening skills

  • Strong documentation

  • Effectively communicate technical information to non-technical audiences

  • Operate effectively in a team environment

  • Manage time effectively and operate with minimal supervision

  • Microsoft Server 2008+ experience

  • Microsoft Active Directory & Supporting Services (DNS, DHCP, File & Print
    Sharing)

  • Network Technologies (understanding VPN, DNS, DHCP, Firewall, and routing
    rules)

  • Microsoft Server operation troubleshooting, and light configuration experience
    are required

  • Hyper-V & VMware hypervisor experience

  • Security vulnerability review and remediation

  • Microsoft Windows 7, 8, 10, and 11 desktop experience

  • Microsoft Office 2010+ experience

JOB REQUIREMENTS

  • Should be willing to accept a long-term work-from-home arrangement.

  • Should be amenable to a permanent night shift schedule.
ScalableOS

About ScalableOS

ScalableOS is a premium offshore staffing partner offering custom solutions for MSPs and Tax & Accounting firms. We provide dedicated staff based in the Philippines, fully integrated into your operations and 100% under your management. Your team with us operates as an extension of yours! Recognized on the Inc. 5000 list of America’s fastest-growing private companies, we’re experts in helping MSPs and Tax & Accounting firms grow quickly and profitably.

Industry
Consulting & Advisory
Company Size
51-200 employees
Headquarters
Seattle, Washington
Year Founded
Unknown
Website
scalableos.com
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