Mid-Level Support Engineer

- Act as the technical lead for all assigned projects, ensuring successful planning, execution, and completion. - Collaborate with project management and service teams to establish technical requirements and best practices. - Provide hands-on support during implementations, migration efforts, and upgrades. - Troubleshoot and resolve technical challenges related to projects and client systems. - Document project progress and outcomes to enhance future processes. - Address issues arising from cybersecurity incidents, ensuring rapid detection and response to threats. - Complete all technical monthly checklist items for clients to maintain compliance and operational efficiency. - Serve as the primary escalation point for Tier 1 and junior Tier 2 technicians. - Diagnose and resolve advanced technical issues, providing both remote and onsite support as necessary. - Ensure thorough documentation of ticket resolutions within the MSP ticketing system (Autotask/ITGlue). - Aid in standardizing troubleshooting procedures and developing guides for Tier 1 technicians. - Participate in the on-call rotation for after-hours support as needed. - Maintain a friendly and professional demeanor in all client interactions. - Communicate effectively with non-technical users to promote understanding of issues and solutions. - Proactively identify recurring issues and suggest permanent fixes to enhance overall service quality. - Conduct technology assessments for clients and offer recommendations for improvements. - Lead onboarding for new clients, ensuring a seamless transition to our MSP services. - Collaborate with sales, project management, and technical teams to develop structured onboarding plans. - Configure and document new client environments, ensuring compliance with internal standards. - Educate new clients on MSP processes and tools, establishing the groundwork for a long-term partnership. - Regularly review onboarding processes for improvement opportunities. - Stay abreast of new technologies, continually learning and integrating them into client environments. - Develop expertise in our MSP technology stack. - Train and mentor the team on industry best practices and optimal usage of tools. - Work to ensure accurate licensing and proper deployment of resources. - Keep updated on cybersecurity trends and compliance requirements. - Mentor Tier 1 technicians to facilitate their growth into Tier 2 roles. - Offer technical training sessions for junior staff. - Document feedback from coaching meetings for technicians under mentorship. - Collaborate with the Automation Team to enhance workflows and minimize repetitive tasks. - Contribute to the development of IT best practices, security policies, and operational procedures. - Engage in strategic planning to optimize service delivery. - Track and strive to improve ticket resolution times, customer satisfaction scores, escalation resolution rates, mentorship effectiveness, automation contributions, and licensing accuracy.