Job Summary:

We are seeking a highly skilled MSP Engineer to join our growing team. The ideal candidate will be proficient in server administration and have experience with VMware. Networking knowledge is a plus but not a requirement. This role involves handling escalations for support calls with some travel required.

At IntegraONE we provide top-notch IT solutions to businesses of all sizes. Our comprehensive services include patching endpoints, server administration, email and Microsoft 365 support, end-user help desk support and more.

We pride ourselves on delivering exceptional customer service and innovative technology solutions to meet our client’s evolving needs.

Key Responsibilities:

• Manage and prioritize incoming tickets client clients, ensuring timely resolution and adherence to service level agreements (SLAs).
• Serve as an escalation point to diagnose and troubleshoot complex technical issues reported by clients and or monitoring tools, utilizing a combination of remote tools (where applicable).
• Provide excellent customer service by communicating with clients in a professional and courteous manner, keeping them informed throughout the ticket resolution process.
• Document all ticket interactions, resolutions, and troubleshooting steps accurately and thoroughly in our ticketing systems.
• Proactively identify recurring issues or terns and recommend solutions to prevent future occurrences.
• Utilize IT Glue and Professional Services Automation (PSA) system to track and mange client tickets, ensuring accurate documentation and timely resolution of issues.
• Assist with the implementation and maintenance of IT solutions, including software upgrades, system migrations, and networking configuration.
• Stay up to date on industry trends and best practices in IT service management, continuously improving technical skills and knowledge.
• Participate in team meetings, knowledge-sharing sessions, and training programs to enhance collaboration and professional development.

• Provide training and support to junior IT staff.

Qualifications:

• Minimum of 6 years of experience in IT support and server administration, and or similar tole within the MSP Industry.
• Proficiency in VMware administration.
• Strong technical expertise in patching endpoints, server administration, email and Microsoft 365 support, and other IT Services.
• Strong problem-solving skills and the ability to handle escalations effectively.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Willingness to travel up to 10%.
• Experience with ticketing systems and ITIL frameworks is a plus.
• Certifications such as CompTIA Network+, CompTIA Security+ are a plus.

Preferred Qualifications:

• Relevant certifications (e.g., VMware Certified Professional, Microsoft Certified: Azure Administrator).

Work Environment:

• Hybrid work environment with a mix of remote and on-site work. (3 days on-site, 2 days off-site)
• Collaborative and supportive team culture.
• Opportunities for professional growth and development.