McQueen Technology Group LLC
Identifying the solutions for your operational future

Current Open Positions

Sr. Network Consultant

Job Description

The successful candidate will be joining a highly collaborative, cross-functional, self-organizing team of peers. Our unique service offerings allow us to focus on architecting, testing and executing disaster recovery and cloud backup services for our customers. Through this process, team members can participate in all aspects of Information Systems including those outside the scope of their expertise. Our projects vary greatly, ranging from server build out and implementation of our backup solution at a customer site to setup and management of SAN’s and NAS’s . This position will include a combination of network administrator and system administrator responsibilities.The primary focus of this position is on the network including firewall, VPN, cabling, switches, routers and servers. This includes documentation, configuration, monitoring, and resolving network changes or issues as they arise.In addition this position will help configure, support, deploy and monitor hosted server systems.

Position Description:
  • Configuring, monitoring, testing, and maintaining our networks including switches, routers, firewalls, and other networked devices
  • Configuring and maintaining Client and Site-to-Site VPN connections for customers and internal users
  • Continuous monitoring of system and network uptime and minimizing/resolving outages
  • Documenting and testing network changes and additions
  • Working with customers on connectivity issues and configuration to the hosting facility
  • Server build outs and maintenance –tasks include but are not limited to troubleshooting OS and physical issues and server access issues (non-network related).
  • Troubleshoot and correct issues within the hosted environment
Experience and Expertise (2-6 years):
  • Solid understanding of Microsoft Server Operating Systems, group policy, and deployment
  • Solid understanding of system and network security
  • Possess a good understanding of LAN / WAN technologies and protocols including TCP/IP & DNS
  • Knowledge and experience with Server 2003, Server 2008
  • Knowledge and experience of MS Office 365, MS Office 2010 and 2013
  • Experience working with VMware, Cisco Switches, and Cisco firewalls.
  • Experience with configuring and troubleshooting VPN client and tunnels
  • Experience with server, facility, and network monitoring technologies
  • Familiar with security best practices
  • Windows Server/Desktop Oss
  • VMWare products (ESX/(i), Recovery Manager)
  • Windows Administration (AD, DNS, DHCP, DFS, IIS, WSUS)
  • MS Exchange
  • Cisco ASA Administration
  • Network Administration/Security (Windows, VLAN, IPSec)
  • Dell Equal logic, Netapp Administration
  • SQL Administration
  • Linux (SUSE,Redhat)
  • Asigra
  • AIX
  • CCNA
  • Strong communication skills
  • Strong organizational Skills

Help Desk Support Analyst (Level 1)

Job Description

To provide first line helpdesk support to external customers, assisting them with hardware and software problems via phone, email or in person.

Duties and Responsibilities
  • To provide first line response for users requiring assistance with information technology issues and problems.
  • Track issues to resolution updating the internal knowledgebase and/or communicating learning with relevant business units.
  • Respond to requests for technical assistance by phone, email and/or using a help desk management system.
  • Knowledge of the ITIL methodology, change management processes and risk management processes.
  • Update daily status reports and shift handover reports.
  • Act as a liaison between customers and technical escalation teams.
  • Provide a single view to the organization for information technology related problems.
  • To maintain a high degree of customer service for all support queries and adhere to all service level agreements (SLA’s).
  • To take ownership of user problems and be proactive when dealing with user issues.
  • To log all calls on the call logging system.
  • Respond to enquiries from clients and help them resolve any hardware or software problems.
  • Maintain a log of any software or hardware problems detected.
  • Support users in the use of Computer equipment by providing necessary training and advice.
  • To escalate or allocate more complex calls to the relevant IT Support member. Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams.
  • To arrange for external technical support where problems cannot be resolved in house.
Skills / Attributes Required
  • Previous Helpdesk (telephone support) experience.
  • Operating Systems (e.g. Windows 2007 2008, Linux/UNIX, Apple OS X)
  • Common IT applications and common hardware configuration and upgrade knowledge (e.g. Mouse, Keyboard and CD-Rom use)
  • Customer Service Skills
  • Excellent communication, written, verbal and telephone manner.
  • Experience of using call logging software.
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 2003/2007
  • Experience with using and troubleshooting Outlook (version XP, 2003, 2007 and 2010) and Novell GroupWise (nice to have) within a network environment (permissions, calendar sharing, delegation)
  • Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel, MS PowerPoint and SharePoint.
  • Experience with Go-To Assist remote desktop agent
  • Basic understanding of PC hardware set-up and configuration.
  • Strong understanding of Network server hardware technology, raid 5 and server performance tuning.
  • Understanding of NetWare and Windows NT
  • Understanding of LAN, tcpip, ipx, Ethernet and token ring infrastructure
  • MCP certification would be desirable.
  • Organizational Skills
  • Time management
  • Problem Solving
Qualifications & Certifications

Operating systems and IT hardware certifications can be beneficial but are not usually necessary. Relevant industry certifications may include Microsoft MCSA or individual Microsoft Specialist training such as Office, Excel, Word, PowerPoint or Outlook. Bachelors’ degree in computer Science or equal level of experience

Key Competencies
  • Customer Service
  • Planning & organizing
  • Problem Solving
  • Time management

Help Desk Support Analyst (Level 3)

Job Description
Helpdesk Support Analyst – Level 3
Job Description:
  • Act as an escalation point for advanced or difficult help requests
  • Record, track and document the Help Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Assisting in providing Level I 2 Support when request volumes are high
  • Escalate problems (when required) to the Help Desk Supervisor. • Helping Help Desk Supervisor by doing IT process auditing.
  • Giving technical training to Help Desk level 1 2 technicians
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow ups with Level I 2 Technicians as required.
  • Develop help sheets and FAQ lists for end users.
  • Collaborating with Help Desk Supervisor to reinforce SLAs to manage end-user expectations.
  • Work closely with Help Desk Supervisor with all the IT Vendors to request service regarding defective products.
  • Helping Help Desk Supervisor by prepares statistical reports and helping by maintaining IT inventory.
  • Creates and maintains documentation for common procedures and processes
Other common tasks include:
  • Creating new user accounts, Active Directory management, imaging computers, configuring desktops, installing printers for users, installing common software, virus cleaning, and basic user help.
Requirements
  • Excellent analytical and troubleshooting skills.
  • Excellent interpersonal and customer service skills.
  • Strong verbal and written communication skills.
  • Must be self-motivated, energetic with good communication skills.
  • Ability to balance team and individual responsibilities.
  • Ability to conduct research into a wide range of computing issues is required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly, business-friendly and technical language.
  • Highly self-motivated and directed.
  • Strong attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • 50% Travel to multiple client locations
Education/Experience Requirements:
  • Associate’s degree or equivalent from two-year College or technical school; or one year or more related experience and/or training; or equivalent combination of education or experience.
  • Will have Microsoft Office/Outlook 2003/XP/2007/2010 system experience
  • Experience with Microsoft Office 365 would be a plus
  • Will have Microsoft Windows XP and 7 system experience.
  • Will have PC Repair experience
  • Familiar with supporting imaging software such as Ghost, Acronis and SCCM.
  • Network+, MCSA, MCSE, A+
  • ITIL experience could be a plus
  • Project Management experience could be a plus

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