Tech Support III, Engineer

Tech Support III, Engineer

Fisher's Technology IT Team is seeking to fill our Tech Support III, Engineer position with a qualified individual who has strong attention to detail, is process and detail oriented, and provides exceptional customer experience. This position is responsible for a wide range of projects, handling technical escalations, and contributing to technical development within our managed services team.

Roles & Responsibilities

• Configure, deploy, manage and support Microsoft 365 tenants, including Exchange, SharePoint, Teams, One Drive, and other cloud services.
• Administration and support of client virtualization environments including VMware vSphere, and Hyper-V.
• Configure, implement, and support multiple vendor network environments including Meraki, Ubiquiti, Cisco, Fortinet, routers, switches, and wireless access points.
• Implement, troubleshoot, and resolve complex network issues, including connectivity, routing, and cyber security incident response ensuring compliance and industry best practices.
• Serve as the highest-level escalation point for complex technical issues, collaborating with client stakeholders, vendors, and internal technicians to resolve escalated tickets promptly.
• Maintain up-to-date knowledge of industry trends, emerging technologies, and security threats, ensuring proactive resolutions and updates to best practices across our client environments.
• Lead and assist in the planning, implementation, and execution of network, server, and cloud infrastructure projects (e.g., migrations, upgrades, new deployments).
• Collaborate with internal and client stakeholders to define technical requirements, project timelines, and resource allocation for system upgrades and new technology deployments.
• Provide technical leadership and mentorship to internal team members, sharing expertise and promoting knowledge sharing within the team.
• Assist with training and onboarding new employees on technology platforms, tools, and best practices.
• Generate reports on performance, security incidents, and project status for upper management and client stakeholders.
• Take ownership of complex technical issues, performing thorough troubleshooting and root cause analysis to resolve and document critical client incidents.
• Maintain accurate client and ticketing documentation for system configurations, network topologies, and troubleshooting procedures.
• Ensure that all projects and system implementations are well-documented, and that proper training is provided to the client stakeholders and internal technical teams.

Requirements

• 8+ years of experience in IT support, with a focus on network and infrastructure technologies.
• Excellent communication and customer service skills, both on the phone and in writing.
• Ability to communicate technical issues clearly and effectively to non-technical stakeholders.
• Strong ability to work in a team environment, providing training and support to junior team members and client stakeholders.
• Must be able to lift 25 lbs. frequently, 50 lbs. occasionally, and 50+ lbs. with assistance.
• Clean driving record.

Certifications:

• Microsoft Certified:
  Azure Administrator Associate
• Microsoft Certified:
  Security, Compliance, and Identity Fundamentals
• Microsoft Certified:
  Modern Desktop Administrator Associate
• Cisco Certified Network Associate (CCNA) or equivalent
• Fortinet NSE 4 or equivalent
• CompTIA Network+ or Security+

Technical

Qualifications:

• In-depth experience in the administration, configuration, and troubleshooting of Microsoft 365 suite (Exchange Online, SharePoint, Teams, One Drive, etc.).
• Knowledge of Power Shell for Microsoft 365 automation and scripting tasks.
• Strong understanding of Microsoft 365 licensing models and subscription management.
• Extensive experience with VMware vSphere, ESXi, vCenter, and HyperV environments.
• Expertise in configuring and supporting enterprise and small business firewall solutions (Cisco, Fortinet, Palo Alto, Meraki, etc.).
• Deep knowledge of TCP/IP networking, VLANs, DNS, DHCP, and VPN technologies.
• Experience in implementing and troubleshooting network security policies, firewall rules, NAT configurations, and VPN solutions.
• Experience with SD-WAN technologies and cloud-based network solutions.

Fisher's Technology offers an extensive benefits package that includes the following:

• Medical, Dental, & Vision Insurance
• Life Insurance
• Additional Voluntary Life Insurance
• Paid Time Off
• Paid Holidays & Extra Floating Holiday
• 401(k) & 401(k) Matching
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Hospital Indemnity
• Short & Long Term Disability Insurance
• Accident & Critical Illness Insurance