Supportworks

Overview

D2 is looking to add an experienced MSP IT engineer to execute technical projects (network & systems) and provide escalated technical support. This person will be responsible for customer-facing IT projects, including but not limited to new client onboardings, server configuration and administration, network buildouts and implementations, data and email migrations, and deployment of managed service provider tools and cyber security services. Technical work will sometimes be performed onsite at client facilities but work for this position is otherwise in-office.

D2 Integrated Solutions is a small but growing MSP serving the Greater Philadelphia and Atlanta areas, working across all industries at an SMB size. D2 provides fully managed and co-managed IT services and solutions and this role carries a significant contribution to delivery of those items. This role will mainly deliver IT projects and troubleshoot higher-level support issues escalated from the support and helpdesk team. This position reports directly to the VP of Technology. We maintain a culture where many wear several hats, and we pride ourselves in being a lean but mighty MSP.

Core Competencies

o Technology: Windows Server and Virtualization Infrastructure, LAN/WAN Configuration and Administration, Advanced Microsoft 365 & Azure AD Expertise, SMB Cybersecurity (EDR/MDR, DNS Security, Email Security, MFA, PAM), MSP Tools (RMM, PSA, Patch Management, Documentation)

o Desire for exceptional customer service and constant demonstration of pride in customer outcomes

o Understanding that "end users” are customers and that IT service & support are D2’s customer service products. Technical work at D2 is a front-of-house process and a positive, friendly customer service approach is critical

o A strong willingness to learn and adapt; essential for all, but especially for MSPs to keep up with the pace of technology and innovation on behalf of clients

Experience

o 3+ Years Experience in a Systems/Network Engineer Role (MSP Experience Highly Preferred).

o 3+ Years Experience with Network Infrastructure Devices (Firewalls, Switches, Routers, etc.)

o 3+ Years Experience with Server Infrastructure (Windows Server, AD, RDS, Hyper-V, VMware vSphere)

o 3+ Years Experience with Advanced Office 365 Administration and Azure AD/Entra Admin

User Support and Technical Analysis

o Technical project oversight; task and resource management

o Install, test, maintain, and monitor systems.

o Troubleshoot and resolve system malfunctions.

o Expand or modify systems to serve new purposes or improve workflow.

o Consult with clients to ensure the recommendation and implementation of systems that deliver operational efficacy.

o Develop, document, and revise system design procedures, test procedures, and quality standards.

o Train staff and users in new software and systems.

o Provide mid-to-high-level technical escalations for service delivery.

o Assist where needed on all levels of technical support.

o Mentor other Technical Analysts on the support team.

Networking

o Responsible for all levels of customer network architecture development, implementation, and support.

o Architect and implement network infrastructure designed to support clients’ business operations requirements and overall business functionality.

o Recommend, implement, support, and troubleshoot wide range of network devices including, but not limited to, firewalls, switches, access points, NAS, SAN, etc.

o Develop and implement solutions for network problems.

o Monitor and analyze network performance to detect problems, identify inefficient use of resources, or perform capacity planning.

o Work with customer users to diagnose and solve network problems.

o Evaluate network designs to determine whether customer requirements are met efficiently and effectively.

o Adjust network designs and infrastructure to support clients’ changing operational requirements.

o Prepare detailed network specifications, including diagrams, charts, equipment configurations, or recommended technologies.

o Develop network-related documentation.

o Estimate time and materials needed to complete projects.

o Supervise engineers or other staff in the design or implementation of network solutions.

o Coordinate network operations, maintenance, repairs, or upgrades.

o Research and test new or modified hardware or software products to determine performance and interoperability.

o Communicate with customers, sales staff, or marketing staff to determine customer needs.

o Prepare design presentations and proposals for staff or customers.

o Develop plans or budgets for network equipment replacement.

Engineering

o Responsible for all levels of customer systems/server architecture development, implementation, and support.

o Architect and implement server/systems infrastructure designed to support clients’ business operations requirements and overall business functionality.

o Plan and execute server infrastructure projects including operating systems upgrades, email migrations, on-premises AD to Azure migrations, etc.

o Plan and execute SaaS implementations including Office 365, spam filters, MFA/SSO, SOC/SIEM, Antivirus, etc.

o Troubleshoot and resolve server performance and functionality issues.

o Troubleshoot and resolve SaaS performance and functionality issues.

o Monitor and audit performance of servers across client base.

o Develop disaster recovery and incident response plans.

o Identify system data, hardware, or software components required to meet user needs.

o Communicate with staff or clients to understand specific system requirements.

o Research, test, or verify proper functioning of software patches and fixes.

o Provide advice on project costs, design concepts, or design changes.

o Provide technical guidance, support, and documentation for troubleshooting of systems.

o Document design specifications, installation instructions, and other system-related information.

o Communicate project information through presentations, technical reports, or white papers.

o Provide customers with guidelines for implementing secure systems.

Job Type: Full-time

Base Pay: $75,000.00 - $105,000.00 per year

Benefits:

• Health insurance
• Paid time off

Experience:

• Microsoft Windows Server: 3 years (Required)
• Network infrastructure: 3 years (Required)
• Technical support: 3 years (Required)
• Managed Service Provider: 3 years (Preferred)
• Office 365 Administration: 3 years (Required)

Ability to Commute:

• Oreland, PA 19075 (Required)

Ability to Relocate:

• Oreland, PA 19075: Relocate before starting work (Required)

Work Location: In person