GroupOne Consulting

GroupOne builds custom, strategic technology plans, essential to achieving our clients’ visions. We collaborate with clients to ensure their objectives are achieved and results are acknowledged. Every aspect of our client-focused activity is driven by a relentless pursuit of operational excellence.

Job Summary

Under general supervision of the IT Services Support Manager, this position plays a key role in delivering and maintaining our fully managed IT Services suite of products. The IT Support Engineer I provides our customers and internal team with second level support to ensure efficient and effective problem resolution and is delivered through direct contact, both verbal and written, to effectively deliver world class service to our partner clients. In addition to support activities, this position will perform proactive services for customers through administration of our managed and hosted services platforms. IT Support engineers may also be assigned specific tasks on customer facing and internal projects as needed. Most services are provided via remote management tools but may require onsite presence for support and proactive projects.

Principle Accountabilities

  • Configure and deploy servers, routers, switches, firewalls, phones.
  • Server maintenance and repair including hardware diagnosis
  • Provide technical escalation support to team to resolve user PC, email, internet, server, and LAN access problems
  • Provide support to Level 1 staff for set up of new computers and user accounts
  • Work directly with vendor support, working through diagnostics and implementing the solution
  • Resolves network performance issues by troubleshooting network problems and escalating within team and/or to vendor.
  • Troubleshoot and become familiar with various types of client/industry specific software
  • Provide support for windows domain model and user profile related issues
  • Maintain and monitor distributed backup systems
  • Ensure the confidentiality, security, and data integrity of client information at all times
  • Provide efficient and timely resolutions to customer support cases
  • Ability to prioritize service tickets by urgency
  • Ability to accurately track time and services performed during the course of the day
  • Respond to on call pager as part of team pager rotation
  • Maintain productivity levels in relation to peer group
  • Updates job knowledge by participating in educational opportunities.
  • Analyze and isolate issues.
  • Maintain integrity of the network, server deployment, and security.
  • Willingness to work overtime, afterhours, and weekends as required by the task or project at hand
  • Additional duties as required

Qualifications and Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. To perform the job successfully, an individual should demonstrate the following competencies:

Job Qualifications

  • Must be effective performing project work, have awareness of all project elements, follow work plan and maintain focus to completion.
  • Strong communication skills, including the ability to translate technical information into layman’s terms.
  • Ability to correctly determine proper course of action by identifying appropriate resource, process or escalation needed for safe and efficient resolution to any client issue
  • Ability to adapt and accept challenges in a fast paced, dynamic environment
  • Strong commitment to providing quality service
  • Excellent and reliable attendance record
  • Experience creating and documenting processes
  • Experience with information management
  • Strong interpersonal skills
  • Possess a positive attitude and be able to fit in well within a strong team
  • Ability to successfully prioritize service issues based on multiple competing objectives
  • Willingness and commitment to ongoing learning and development
  • Ability to adapt and accept challenges in a fast paced, dynamic environment
  • Strong commitment to providing quality service
  • Excellent and reliable attendance record
  • Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
  • Customer Service – Manages difficult or emotional client situations; Responds promptly to client needs; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal Skills – Focuses on solving conflict and communicating effectively.
  • Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and suggestions.
  • Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listen’s and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
  • Ability to read, comprehend and prepare simple to complex instructions, correspondence, reports and memos. Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization.
  • Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
  • Ethics – Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with suggestions for an alternate plan.
  • Ability to successfully execute many tasks simultaneously
  • Remain patient with users who may be confused and unable to provide clear information
  • Ability to perform well under pressure within an environment with constantly changing priorities

Education And Experience

Relevant College, trade-school or certification program required.

  • Four to Six (4-6) years of experience in PC repair/support, System Engineering, IT Administration role or similar preferred in a professional or educational setting
  • Any equivalent combination of education and experience
  • Current Microsoft certification in server and/or MS 365 technologies preferred

Necessary Knowledge, Skills, and Abilities

Workstation Technologies And Support

  • Identify, specify, and troubleshoot workstation hardware
    • Motherboards, Expansion Cards, and RAM
    • storage media (Optical, Solid-State, and Mechanical Storage)
    • File systems, formatting, and partitions (e.g., FAT32, NTFS, APFS, etc.)
    • Peripherals (e.g., Pointing/Typing devices, Printers/Scanners, Displays, etc.)
  • Setup and troubleshoot layer 1 connectivity (Power, Network, and AV cabling)
  • Update workstation firmware and UEFI/BIOS
  • Install, troubleshoot, and update workstation drivers and OS (Windows and Mac)
  • Use MS Tools and Features (e.g. Task Manager, Services, Regedit, Disk Manager)
  • Map network resources
  • Configure Outlook Profiles
  • Review disk space capacity / cleanup
  • Identify, specify, and troubleshoot workstation boot methods (e.g., USB, PXE, HDD/SSD, UEFI, Legacy)
  • Troubleshoot TPM and Secure Boot UEFI components
  • Image Workstations
  • Join workstations to a Domain (AD/Azure AD)
  • Manage Local and Domain Users / Group Memberships
  • Use command Line Tools (e.g., ipconfig/ifconfig, ping, nslookup, gpupdate)
  • Use and troubleshoot macOS Tools and Features (e.g. , Time Machine/Snapshot, Disk Utility, Key Chain)
  • Deploy new single user/single workstation applications
  • Install and troubleshoot common business applications (e.g., MS Office, Adobe, AutoDesk, Sage, QuickBooks, MFA tools, VoIP, and Conference apps)
  • Configure, deploy and troubleshoot RDP and VPN connections
  • Rebuild Windows Profiles
  • Enroll devices in Mobile Device Management
  • Malware remediation (Ransomware, Trojans, Worms, PUPs, Fileless, C&C, Bots, Crypto, Logic Bomb, Spyware, Keylogger, RAT, Rootkit, Backdoor)
  • Endpoint Protection (Anti-Virus/Malware, EDR, DLP, UEFI Security, Disk Encryption, OS, Patch Management, TPM, Sandboxing)
  • BYOD email Setup/Install
  • Identify, specify, and troubleshoot workstation boot methods (e.g., USB, PXE, HDD/SSD, UEFI, Legacy)
  • Crypto-virus remediation – Network wide
  • Support 3rd-Party apps with Vendor
  • Work with Network hardware devices (e.g., Firewalls, Routers, Switches, Wireless Access Points)
  • Deploy major application upgrade
  • Advanced DNS troubleshooting
  • MDM – Config and Deployment

Network Technologies And Support

  • TCP/IP Layer Model for Troubleshooting
  • Common Ports and Protocols (e.g., DHCP, DNS, FTP, SMTP, HTTP(S))
  • Basic DNS troubleshooting
  • MFP Setup – Static IP, Scan to email via SMTP, Scan to Folder via SMB.
  • Connect and verify function of network infrastructure devices (e.g., Firewalls, Routers, Switches, Wireless Access Points)
  • Cabling troubleshooting and basic repair
  • UPS Battery replacement – UPS setup and maintenance (Install management interface, rack, cable, set static IP, replace batteries)
  • Basic Rack-mount device and cabling – Pre-defined configuration
  • Discovery, Assessment, and Reconnaissance (tools , IP scanners, OpenSSL, )
  • SNMP (Traps, OIDs, MIBs)
  • Network Device Logging (Traffic, Audit, Syslog, logging/security levels)
  • Network architecture (Three-tiered, SDN, SAN)
  • Work with Networking Device config (DSL/Cable Modem / Media Converter, Router/Firewall, L2 Switches, Wireless Access Points, Bridges, WLAN/SDN Controllers)
  • Media and connector types (Copper, Fiber, RJ11, RJ45, (Q)SFP(+), Punch downs, patch and distribution panels)
  • Subnet and IP addressing schemes (RFC1918, Classless/Classful, CIDR, NAT/PAT)
  • Common ports and protocols, applications, and encrypted alternatives (FTP/SFTP, Telnet/SSH, SMTP, ICMP, TCP/UDP, GRE/IPsec, etc.)
  • Wireless Standards and Technologies (802.11a-ax, 2.4/5ghz, channels, SSID, Omni/Directional Antenna, WPA/AES/TKIP, CDMA, GSM, LTE, (MU-)MIMO)
  • Configure Network services (DHCP, DNS, NTP, etc.)
  • Cloud concepts and connectivity options (Public, Private, Hybrid, SaaS, IaaS, DaaS, VPN, Private-direct connection)
  • Configure Remote access (Site-to-Site/Client-to-Site VPN, Remote Desktop connection/gateway)
  • Troubleshooting HA and Disaster Recovery (LB, NIC Teaming, Clustering, UPS/PDU, Cold/Warm/Hot, State/Configuration Restore)
  • Setup Sonciwall Firewall rules
  • Setup Sonicwall VPN
  • Sonicwall ISP failover
  • Setup PFSense firewall rules
  • Configure managed network switches
  • VLAN port management
  • Configure UniFi radios, sites and server management in controller
  • ISP turn-up process
  • Advanced wireless troubleshooting
  • Follow QOS setup documentation
  • Resolve DNS issues
  • Advanced network routing
  • Configure monitoring (cacti/sp/n-able)
  • Advanced ISP troubleshooting
  • DHCP IP Audit
  • Metrics/Sensors (Temperature, CPU/Memory Usage, Bandwidth, Latency, Jitter)
  • Interface statistics (Link state, Speed/Duplex, Send/Receive, Protocol packet/byte count, CRC errors, Giants, Runts, Encapsulation errors)

Server Technologies And Support

  • Troubleshoot, Manage and Configure
    • User, Group, and Computer Objects and Organizational Units
    • Advanced File Sharing
    • Advanced NTFS Permissions
    • Advanced GPO’s
    • Advanced Printer Sharing
  • Perform basic event logs review / alert resolution
  • Review disk space capacity / cleanup
  • Use and confirm functionality of management interfaces (IPMI, iLO, iDRAC)
  • Manage User and Computer Objects in Azure AD
  • Manage user accounts and licensing in M365
  • Create and troubleshoot Groups, Teams, Sites, and Distribution Lists in M365
  • Create and troubleshoot shared, resource, and delegate mailboxes
  • Create and troubleshoot mail filtering policies
  • Configure AD Schema
  • Configure Folder Redirection
  • Configure and Troubleshoot VDI
  • Creating shares with perms
  • Troubleshoot, manage and configure IIS, RDS, Exchange, an SharePoint Technologies
  • Determine requirements, design and configure services (Web, Application, Directory, Database, File, Print, Messaging, Mail, RDS, Gateway, DHCP, DNS/WINS, NTP, Clustering, Load Balancing)
  • Install and configure hardware (CPU, RAM, Bus/Expansion, NICs, Storage Media, RAID Controllers, BIOS/UEFI, Firmware, Hotswap, KVM, ILO/IDRAC)
  • Install and configure OS (RAID setup, Partitioning, Formatting, Ext2/3/4, NTFS, FAT32, ZFS, SWAP, hostname, patching, hardening, services, roles, applications, drivers, performance baseline/optimization)
  • Perform advanced event logs review / alert resolution
  • Configure and Troubleshoot Virtualization (Type I/II, ESXi, Hyper-V, KVM, Hybrid, AMD-V/Intel VT, Resource allocation, Clustering)
  • Configure and Troubleshoot Azure AD Sync
  • Basic MS365 Conditional access
  • DNS creation / management
  • SMTP Relay
  • Configure SRV records
  • Configure DNS Failover
  • New SSL certificate creation
  • SSL Cert renewals
  • DNS hosting migration
  • Configure TXT / SPF /SRV Records
  • Add domains to existing clients
  • Mailbox/object Migrations
  • Advanced Message trace

Language & Writing Skills

Ability to read, comprehend and prepare simple to complex instructions, correspondence, reports and memos. Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization.

Management/Supervisory Responsibilities

There are no supervision responsibilities with this position.

Certificates, Licenses, Registrations

A valid driver’s license, proof of automobile insurance and current registration.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently required to sit, bend, stoop, reach, and carry. The employee is frequently required to stand; walk and use hands. Specific vision abilities required by this job include close and distance vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is in a climate-controlled office with light to moderate background noise.