Pinnacle Computer Services, Inc
*IT Engineer - Tier 2 Support*
Learn more about the general tasks related to this opportunity below, as well as required skills.
*Pinnacle Computer Services, Inc. | Evansville, IN*
*Full-time * On-site
About Us
Pinnacle Computer Services has been serving the Evansville business community since 1988, providing comprehensive managed IT services and solutions. We're a professional MSP with a strong client base and a commitment to technical excellence.
Position Overview
We're seeking an experienced IT Engineer to join our Co-Managed Support Team. This is a critical technical role requiring advanced networking expertise, strong organizational skills, and the ability to work independently while collaborating effectively with our Operations and Service Desk teams. You'll be the go-to technical resource for complex infrastructure issues involving switches, firewalls, servers, and enterprise applications. This is a full time position in Evansville. Preference will be given to those who are in the local market.
Key Responsibilities
*Advanced Technical Support:*
* Serve as the advanced technical resource for switch, firewall, and server installations, changes, and critical incidents * Handle SSL certificate renewals and management * Execute quarterly and regular patching and updates across client environments * Perform network troubleshooting and configuration changes * Respond to and resolve critical network incidents (down switches, firewalls, servers)
*Problem-Solving & Process Improvement:*
* Diagnose complex underlying issues affecting clients and delegate tasks appropriately * Identify patterns in incidents and change requests to suggest operational improvements * Develop and document Standard Operating Procedures for Managed IT and Co-Managed environments
*Training & Knowledge Transfer:*
* Train Specialist and Frontline technicians on new processes and technologies * Create and maintain technical documentation in ITGlue * Keep Service Desk members engaged on tickets for cross-training purposes
*Documentation & Accountability:*
* Maintain accurate, detailed ticket notes and ensure proper troubleshooting documentation * Follow up with clients via phone and email with proper ticket notation * Review and verify completeness of tickets from all team members * Escalate appropriately through the "Escalations Chat" before involving management
*Client Communication:*
* Communicate effectively with clients regarding complex technical issues * Implement new features while assessing and minimizing client impact * Ensure timely follow-up and resolution (3 contact attempts before escalation to dispatch)
Required Technical Skills
*Must Have:*
* *Firewalls: *Palo Alto firewalls (required), Fortinet firewalls (familiarity required), Advanced configuration, troubleshooting, and security policy management, VPN configuration and troubleshooting (site-to-site and remote access) * *Switching: *Ubiquiti switching (required), Juniper switches (required), VLAN configuration, network segmentation, and troubleshooting * *Server Administration: *Windows Server, Active Directory, DNS, DHCP, Hyper-V virtualization (required), Server migration experience (required) - P2V, V2V migrations * *Microsoft 365: *Administration and troubleshooting (Exchange Online, SharePoint, Teams, Intune) * *Security: *SSL certificates, firewall management, security best practices * *Documentation: *Experience with IT documentation platforms (ITGlue experience a plus)
*Strong Knowledge Required:*
* VoIP systems and troubleshooting (Teams Voice experience a plus) * Line of Business (LoB) applications support * Email services (SMTP2GO or similar) * Patch management and update procedures * Backup and disaster recovery concepts
Required Professional Skills
* *Exceptional organizational skills* - ability to manage multiple priorities and projects * *Strong accountability* - follow-through on commitments and thorough documentation * *Problem-solving mindset* - proactive approach to identifying and resolving issues * *Communication skills* - clear written and verbal communication with clients and team * *Self-motivated* - able to work independently and take initiative * *Team collaboration* - works effectively with Operations, Service Desk, and Pro-Services teams
Qualifications
* 3-5+ years of experience in managed services or enterprise IT environment * *Hands-on experience with Palo Alto and Fortinet firewalls (required)* * *Proven experience with Ubiquiti and Juniper switching platforms (required)* * *Demonstrated experience with Hyper-V and server migrations (required)* * Proven track record of handling escalated technical issues * Experience training and mentoring junior technicians * Strong troubleshooting methodology and analytical skills * Ability to work on-site in Evansville office (required)
What We're Looking For
We need someone who:
* Takes ownership of issues and sees them through to resolution * Documents thoroughly and maintains organized ticket notes * Continuously seeks to improve processes and knowledge * Can handle pressure during critical incidents with a calm, methodical approach * Values accuracy and attention to detail * Is eager to grow their technical skills in a professional MSP environment
What We Offer
* Competitive hourly compensation based on experience ($22-$28/hour) * Opportunity to work with diverse technologies and client environments * Professional development and technical training opportunities * Stable company with 35+ years in business * Collaborative team environment * Reports to experienced management (Steven - Operations Manager)
Work Environment
* Full-time position (40 hours per week) * On-site at our Evansville office location * Standard business hours with occasional after-hours work for maintenance windows * Fast-paced MSP environment with diverse client base
*To Apply:* Submit your resume highlighting your experience with Palo Alto firewalls, Ubiquiti/Juniper switching, Hyper-V, and server migrations. Please include specific examples of complex technical issues you've resolved.
*Location: *640 South Hebron Ave, Evansville, IN 47714
_Pinnacle Computer Services is an equal opportunity employer committed to building a diverse and professional team._
Interview Process
Qualified candidates will be evaluated on:
* Technical knowledge assessment * Problem-solving scenarios * Documentation and organizational skills review * References from previous technical roles
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits: * 401(k) * Flexible schedule * Health insurance * Paid time off * Vision insurance
Experience: * connectwise: 1 year (Required)
Location: * Evansville, IN 47714 (Preferred)
Ability to Relocate: * Evansville, IN 47714: Relocate before starting work (Preferred)
Work Location: In person
Learn more about the general tasks related to this opportunity below, as well as required skills.
*Pinnacle Computer Services, Inc. | Evansville, IN*
*Full-time * On-site
About Us
Pinnacle Computer Services has been serving the Evansville business community since 1988, providing comprehensive managed IT services and solutions. We're a professional MSP with a strong client base and a commitment to technical excellence.
Position Overview
We're seeking an experienced IT Engineer to join our Co-Managed Support Team. This is a critical technical role requiring advanced networking expertise, strong organizational skills, and the ability to work independently while collaborating effectively with our Operations and Service Desk teams. You'll be the go-to technical resource for complex infrastructure issues involving switches, firewalls, servers, and enterprise applications. This is a full time position in Evansville. Preference will be given to those who are in the local market.
Key Responsibilities
*Advanced Technical Support:*
* Serve as the advanced technical resource for switch, firewall, and server installations, changes, and critical incidents * Handle SSL certificate renewals and management * Execute quarterly and regular patching and updates across client environments * Perform network troubleshooting and configuration changes * Respond to and resolve critical network incidents (down switches, firewalls, servers)
*Problem-Solving & Process Improvement:*
* Diagnose complex underlying issues affecting clients and delegate tasks appropriately * Identify patterns in incidents and change requests to suggest operational improvements * Develop and document Standard Operating Procedures for Managed IT and Co-Managed environments
*Training & Knowledge Transfer:*
* Train Specialist and Frontline technicians on new processes and technologies * Create and maintain technical documentation in ITGlue * Keep Service Desk members engaged on tickets for cross-training purposes
*Documentation & Accountability:*
* Maintain accurate, detailed ticket notes and ensure proper troubleshooting documentation * Follow up with clients via phone and email with proper ticket notation * Review and verify completeness of tickets from all team members * Escalate appropriately through the "Escalations Chat" before involving management
*Client Communication:*
* Communicate effectively with clients regarding complex technical issues * Implement new features while assessing and minimizing client impact * Ensure timely follow-up and resolution (3 contact attempts before escalation to dispatch)
Required Technical Skills
*Must Have:*
* *Firewalls: *Palo Alto firewalls (required), Fortinet firewalls (familiarity required), Advanced configuration, troubleshooting, and security policy management, VPN configuration and troubleshooting (site-to-site and remote access) * *Switching: *Ubiquiti switching (required), Juniper switches (required), VLAN configuration, network segmentation, and troubleshooting * *Server Administration: *Windows Server, Active Directory, DNS, DHCP, Hyper-V virtualization (required), Server migration experience (required) - P2V, V2V migrations * *Microsoft 365: *Administration and troubleshooting (Exchange Online, SharePoint, Teams, Intune) * *Security: *SSL certificates, firewall management, security best practices * *Documentation: *Experience with IT documentation platforms (ITGlue experience a plus)
*Strong Knowledge Required:*
* VoIP systems and troubleshooting (Teams Voice experience a plus) * Line of Business (LoB) applications support * Email services (SMTP2GO or similar) * Patch management and update procedures * Backup and disaster recovery concepts
Required Professional Skills
* *Exceptional organizational skills* - ability to manage multiple priorities and projects * *Strong accountability* - follow-through on commitments and thorough documentation * *Problem-solving mindset* - proactive approach to identifying and resolving issues * *Communication skills* - clear written and verbal communication with clients and team * *Self-motivated* - able to work independently and take initiative * *Team collaboration* - works effectively with Operations, Service Desk, and Pro-Services teams
Qualifications
* 3-5+ years of experience in managed services or enterprise IT environment * *Hands-on experience with Palo Alto and Fortinet firewalls (required)* * *Proven experience with Ubiquiti and Juniper switching platforms (required)* * *Demonstrated experience with Hyper-V and server migrations (required)* * Proven track record of handling escalated technical issues * Experience training and mentoring junior technicians * Strong troubleshooting methodology and analytical skills * Ability to work on-site in Evansville office (required)
What We're Looking For
We need someone who:
* Takes ownership of issues and sees them through to resolution * Documents thoroughly and maintains organized ticket notes * Continuously seeks to improve processes and knowledge * Can handle pressure during critical incidents with a calm, methodical approach * Values accuracy and attention to detail * Is eager to grow their technical skills in a professional MSP environment
What We Offer
* Competitive hourly compensation based on experience ($22-$28/hour) * Opportunity to work with diverse technologies and client environments * Professional development and technical training opportunities * Stable company with 35+ years in business * Collaborative team environment * Reports to experienced management (Steven - Operations Manager)
Work Environment
* Full-time position (40 hours per week) * On-site at our Evansville office location * Standard business hours with occasional after-hours work for maintenance windows * Fast-paced MSP environment with diverse client base
*To Apply:* Submit your resume highlighting your experience with Palo Alto firewalls, Ubiquiti/Juniper switching, Hyper-V, and server migrations. Please include specific examples of complex technical issues you've resolved.
*Location: *640 South Hebron Ave, Evansville, IN 47714
_Pinnacle Computer Services is an equal opportunity employer committed to building a diverse and professional team._
Interview Process
Qualified candidates will be evaluated on:
* Technical knowledge assessment * Problem-solving scenarios * Documentation and organizational skills review * References from previous technical roles
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits: * 401(k) * Flexible schedule * Health insurance * Paid time off * Vision insurance
Experience: * connectwise: 1 year (Required)
Location: * Evansville, IN 47714 (Preferred)
Ability to Relocate: * Evansville, IN 47714: Relocate before starting work (Preferred)
Work Location: In person