Aunalytics Kalamazoo , MI 49001
Posted 5 days ago
Position Overview
As an Internal IT Engineer, you will act as lead engineer for Aunalytics as a managed customer to design, implement, troubleshoot, and maintain the critical IT infrastructure that Aunalytics as a business relies on. You will work directly with our end users to manage the Aunalytics' IT environment. You will identify, research, respond to, and resolve complex technical problems; serving as the support for Aunalytics team members who contact the Service Desk with technical questions, concerns, and requests.
Essential Duties & Responsibilities:
Provide Internal AU Support:
Deliver first class technical support for a diverse range of systems and configurations, understanding the unique IT environment of Aunalytics and following established service desk practices
Work closely with end users to identify their needs and ensure client satisfaction
Perform systems management for on-premises and cloud-based servers, including patch management, system monitoring, proactive and reactive troubleshooting
Implement, maintain, and support networks, including switches, routers, firewalls, and other network devices
Respond to and troubleshoot network outages, anomalies, issues, and challenges as they arise
Document, track, and monitor problems to ensure a timely resolution
Travel to other Aunalytics locations as needed and on a rotational basis to provide excellent support solutions to business needs (including after hours or as needed)
Provide on-call support as needed (including after hours on a rotational basis)
Serve as a mentor and trainer to other members of the team
Conduct or assist with internal projects for internal systems - servers, software, workstations, network gear, video surveillance, and others
Conduct internal task force meetings regarding Internal IT and related systems
Manage Incidents:
Log, categorize, prioritize, and diagnose incidents. Provide workarounds where necessary and escalate complex issues to the appropriate team.
Analyze system logs and identifying potential issues with computer systems
Conduct Proactive Maintenance:
Monitor Aunalytics systems for potential issues and conduct preventive maintenance to ensure smooth operation and prevent problems before they occur.
Maintain / support client technology assets including; servers, clients, printers, wireless hardware, and voice/data wiring
Participate in after-hours maintenance windows
Maintain Communication and Documentation:
Serve as the bridge between end users and our other technical teams, ensuring effective communication of issues, solutions, and updates. Keep accurate records (documentation) of all incidents, problems, and resolutions.
Assist in developing technical standards and workflows
Train end-users and prepare training materials on hardware and software use
Provide guidance and training on new systems, software, and best practices for IT usage
Uphold Service Level Agreements (SLAs):
Ensure that support services meet the defined SLAs, aiming to achieve and maintain high levels of stakeholder satisfaction
Other duties as assigned
Required Skills:
3-5 years of experience working with servers, networks, desktops, laptops, and troubleshooting networked environments
Experience working in a help desk/ end-user/ desktop support environment; MSP experience preferred
Strong background in Microsoft Office 365
Experience with Active Directory, software installation/removal, data backups/restores, antivirus/firewalls/security, Internet/networking/wireless connectivity
Experience working with Citrix and Remote Desktop Services
Experience with remote access, UPS's, print servers and printer maintenance and repair
Experience AutoTask a plus
Experience supporting Mac's preferred
Experience with InTune preferred
Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locations
Excellent interpersonal, written, and verbal communication skills required
Resourceful in getting things done, self-starter, productive working independently or collaboratively - ours is a fast-pace entrepreneurial environment with performance expectations and deadlines
Share our values: growth, relationships, integrity, and true grit
Aunalytics