Level III Infrastructure Engineer

Stratix Systems is an innovative and growing company providing a full range of IT consulting services to small and medium-sized businesses. We have an exciting opportunity for an experienced IT individual to provide remote support, as well as manage clients on-site.

The Level III Infrastructure Engineer will provide solutions-based network and computer support for a wide variety of Stratix client companies. Stratix has been in business for over 40 years, with offices in Wyomissing, King of Prussia, Bethlehem, York PA and Edison NJ. We serve clients in multiple industries and are enthusiastic about what's on the horizon. This is a great opportunity to join a forward-thinking team, get a tremendous amount of hands-on experience and operate as a key player on the front lines with our clients, equipping them with the technology they need to achieve their organizational objectives.

The Level III Infrastructure Engineer must have managed service provider experience or experience in an organization supporting 50 or more discrete environments. They will be expected to deliver exceptional customer experience by providing varied and dynamic technical support, designing & implementing solutions from our portfolio to meet clients’ business needs, training end users and our internal staff, and documenting projects, service work, onboarding, and IT Roadmaps. The candidate must be willing and able to mentor and develop internal staff, adapt to clients’ needs professionally, be self-driven, and actively seek continuous improvement for themselves and the company. This role will report full-time to Stratix Systems’ Wyomissing office. 

Expectations for the Level III Infrastructure Engineer include, but are not limited to:

1. Support the team in resolving technical incidents and completing implementations, both on-site and remotely.
2. Successfully resolve mid- and high-level escalations from the support and professional services teams.
3. Resolve and complete end-user and end-customer escalation tickets and projects to client satisfaction, within SLA resolution time frames and following best practices.
4. Plan and execute infrastructure changes including but not limited to Group Policy, Microsoft 365, VMware, Hyper-V, AWS, Azure, VLANs, network routing, etc., carefully considering implications and unintended consequences of the changes.
5. Plan, create, modify, and document access rules, security policies, remote access, NAT, etc., to aid technicians and engineers in more efficient resolutions.
6. Plan, implement, support, and troubleshoot the following:
   1. Firewalls, Networking & VLANs
   2. Server & Storage Hardware
   3. Virtualization – VMWare, and Hyper-V
   4. Shared Storage Environments
      1. SAN hardware, LUN configuration, and host connectivity
      2. Fibre Channel networking
      3. NAS
   5. Backup, Business Continuity, and Disaster Recovery (BCDR)
   6. Cloud Technologies
      1. Azure IaaS, Entra ID, SharePoint Online, VMWare V-Cloud Director.
      2. Microsoft 365 implementation, migration, and design
7. Infrastructure evaluation and design
   1. Perform technical assessments and provide sales-ready product and service recommendations, labor estimates, and statements of work.
8. Follow the IT Best practice policies and procedures for effective and efficient execution.
9. Make recommendations for process improvement to management when identified
10. Complete additional duties as directed and assigned by management.

Requirements to Perform Role:

1. Ability to understand technical details in an incident, request, or project to appropriately complete the item.
2. Prior customer service experience, including, but not limited to speaking with clients in a professional manner daily.
3. Exceptional written and verbal communication skills to interact with clients and internal team members regarding incidents, requests, escalations, and projects.
4. Collaboration with management to teach, train, develop, and mentor team members
5. Capable of recording detailed information quickly and managing multiple calls, issues, and conversations throughout the day.
6. Capable of advanced multitasking to quickly resolve client IT emergencies.
7. Capable of identifying gaps in service delivery and proposing effective solutions.
8. Capable of working and engaging in a collaborative team environment.
9. Capable of discerning clients’ business needs during assessment and proposing solutions to address them.

Desired Qualifications:

1. 7 years’ experience in an MSP or TSP generalist engineer role.
2. College Degree or Trade School Program completion specific to IT integration
3. Experience using PSA, RMM, and Remote Access tools
4. Experience implementing and troubleshooting cloud PBX and other VoIP systems
5. Prior experience as an MSP Technical/Project Lead or Team Lead
6. Prior experience coordinating or managing technical projects
7. Industry technical certifications, including:
   1. Microsoft Infrastructure, Modern Work, and/or Security certification paths
   2. ITIL Foundation
   3. Aruba ACSA/ACSP or equivalent
   4. SonicWall SNSA/SNSP or equivalent
   5. Lenovo Datacenter Sales Engineer or equivalent
8. Ability to achieve and maintain vendor/industry certifications similar to above