The i3 Business Solutions team is seeking an outstanding individual to join our support and service department as a Support Center Technician II. This position will report directly to the Support Center Team Leader.

The job.

Network Engineers are strong in all the most common and popular networking technologies. In addition to strong technical aptitudes, backed by at least two years of in-the-trenches experience, this person is a good communicator and can manage well when the client needs strong guidance. The pace and demands in this environment are usually much greater than an "in-house" position. This ideal candidate should be prompt and/or know the importance of communicating ETA's to clients. This person will be skillful at pre-project/work-briefings with each client on each project, and should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange, IIS, Cisco, VPN's, firewalls, backup systems and more. The more truly capable the engineer is in all these areas, the higher the utility value.

The responsibilities.

  • Daily time entry accounting for at least 9 hours
  • Documentation of client networks
  • Small projects
  • Assist Senior Engineers on larger projects
  • T&M service requests
  • Tape backup maintenance
  • Configure standard POP, SMTP & Exchange clients including Outlook
  • Install, configure, troubleshoot and customize MS Office Suite applications per customer's preferences
  • Understand, install, configure and test workstation hardware including video cards, NICs, sound cards, hard drives and PDAs
  • Network Server – experience preferred with Windows Server
  • Configure file, print and remote access services
  • Basic administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup
  • Basic administration of enterprise email application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts and add aliases

The qualities.

  • Takes ownership of tasks and follows through to ensure complete resolution
  • Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
  • Ability to pay close attention to detail while performing technically detailed tasks
  • Ability to deal effectively with stressful situations
  • Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
  • Ability to provide accurate time estimates for how long a task will take
  • Understands that the success of individuals is measured by the success of their teams
  • Ability to quickly learn new technologies through the use of self-study materials and intuition
  • Ability to articulate technical information clearly and simply to non-technical people
  • Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
  • Is self-motivated and can be self-directed when necessary
  • Enjoys sharing information, supporting others and working on a team to achieve team goals

The Skills.

  • Experience required with Windows desktop operating systems
  • Understanding of TCP/IP and troubleshooting Internet connectivity
  • Experience with routers and firewalls
  • Experience with terminal services and Citrix
  • Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
  • Understanding of DNS services
  • Working knowledge of firewall technologies including WatchGuard, Cisco, SonicWALL, Linksys and NetGear
  • Working knowledge of wireless technologies

The Credentials.

  • Engineer with 2-4 years of experience
  • Minimum 2 years of experience – Cisco Switching, VLAN, Routing, Firewalling Support
  • Minimum 2 years of experience - Mobile Messaging Technologies (Blackberry Enterprise and/or ActiveSync) Support
  • Minimum 2 years of experience - Server hardware technologies (CPU/RAID/SCSI) support
  • Minimum 2 years of experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
  • Consistently bills 3-X W2
  • Has at least one certification; the following certifications are preferred: MCITP, MCP, CCNA/CCDA/CCNP, Project+, Network+, Apple
  • Solid dependable engineer, follows directions and maximizes billing opportunities
  • Consistently receives good client feedback

The Promotion.

  • At least 4-5 years of work experience
  • Billing consistently above 3-X W2
  • Obtain major certification MCITP, CCNA, MCDBA, VCP, etc.
  • Strong positive client feedback; seen as expert in their area
  • Participate in pre-sales activity
  • Mentor new engineers/techs
  • Show ability to be a lead engineer

Please note that this description was designed to outline job objectives and expectations for the above position. The contents are not exhaustive and can be modified by i3 Business Solutions at any time.

Interested? We would love to hear from you. Please direct all resumes to or apply online.

Get in touch with i3 Business Solutions today

At i3 Business Solutions, we use the best technology to partner with local businesses to transform IT departments and improve business productivity. Contact us here or fill out the form below:
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