ViaTek

Compensation

Full Description

About Us: Celebrating our 24th year in business, ViaTek is Colorado’s premier Managed IT Services Provider. We deliver all the services of an in-house IT group—from network and systems management to security audits and business continuity planning—without the added costs. Our simple flat-fee pricing structure fosters long-term, happy client relationships. We are a well-established and stable IT services provider based in Lafayette, CO, serving the Front Range. Flat-fee contracts mean you focus on the client and their technology, not billable hours. We hire smart people, give them the tools they need to succeed, and get out of their way. We value real-world knowledge and experience over degrees and certificates, and we believe work/life balance is essential. We’re low ego, no drama, and focused on helping each other succeed. Job Summary: The Tier II Systems Engineer serves as a high-level escalation point for technical issues, resolving complex problems efficiently while ensuring a customer-first approach. This position will also contribute to process automation, documentation, training, and onboarding, while assisting with internal IT infrastructure improvements and client projects. Key Responsibilities:Technical Support & Escalation Management • Serve as the technical lead on all assigned projects, ensuring successful planning, execution, and completion. • Collaborate with project management and service teams to define technical requirements and best practices. • Provide hands-on implementation support for new deployments, migrations, and upgrades. • Troubleshoot and resolve project-related technical challenges. • Document project progress and outcomes to improve future processes. • Troubleshoot and resolve issues involving cybersecurity incidents, ensuring rapid detection and response to security threats. • Perform the technical aspects of all monthly checklists required for every client, ensuring their systems remain compliant and operational. • Serve as the primary escalation point for Tier 1 and junior Tier 2 technicians. • Diagnose and resolve advanced issues related to all technologies used by ViaTek. • Provide remote and onsite technical support as required. • Ensure thorough ticket documentation and timely resolutions in the MSP ticketing system (Autotask/ITGlue). • Assist in standardizing troubleshooting procedures and creating troubleshooting guides for Tier 1 technicians. • Participate in on-call rotation for after-hours support as required. Customer Service & Relationship Management • Ensure a friendly, professional approach in every client interaction. • Communicate effectively with non-technical users to ensure clear understanding of issues and resolutions. • Proactively identify recurring issues and propose permanent solutions to improve overall service quality. • Conduct client technology assessments and make recommendations for improvements. Onboarding Expert for New Clients • Serve as the primary expert for onboarding new clients, ensuring a seamless transition to our MSP services. • Work closely with sales, project management, and technical teams to develop and execute a structured onboarding plan. • Configure and document new client environments, ensuring compliance with internal standards and best practices. • Educate new clients on MSP processes, tools, and expectations, setting the stage for a long-term partnership. • Regularly review onboarding processes to identify opportunities for improvement and efficiency. • Act as a point of contact for new clients during their onboarding phase, ensuring their technical needs are met promptly. Learning & Growth (Technology Expertise & Implementation) • Continuously learn and implement new technologies, including any new tools or platforms adopted by the company, ensuring seamless integration into client environments. • Become an expert in our MSP technology stack, including: • Endpoint Detection & Response (EDR): SentinelOne • Backups: Cove • Email Security & Filtering: IronScales • Cloud Backup Solutions: Dropsuite • Train and mentor the team on best practices and optimal usage of these tools. • Work with the team to ensure all licensing and usage of stack technologies are trued up, ensuring billing accuracy and proper deployment of resources. • Stay ahead of cybersecurity trends and compliance requirements, proactively addressing security concerns for both internal operations and client environments. Mentorship & Training • Mentor Tier 1 technicians and coach them toward Tier 2 competency. • Provide technical training sessions for junior staff and internal teams. • Conduct coaching meetings and document feedback for technicians being mentored. Process Improvement & Automation • Work with the Automation Team to enhance workflows and streamline repetitive tasks. • Assist in developing IT best practices, security policies, and operational procedures. • Participate in strategic planning to optimize service delivery. KPIs & Performance Metrics • Ticket resolution time – maintain an efficient average closure rate. • Customer satisfaction score – ensure high ratings from clients. • Escalation resolution rate – efficiently handle Tier 2+ escalations. • Mentorship effectiveness – ensure growth and skill improvement in junior technicians. • Automation contributions – implement and support efficiency initiatives. • Licensing accuracy – maintain up-to-date tracking of MSP stack usage and billing. Qualifications & ExperienceRequired: • 2+ years of IT support/help desk experience, preferably within an MSP environment. • Strong knowledge of Windows Server, Active Directory, Microsoft 365, and networking principles. • Ability to communicate clearly and effectively with clients. • Experience troubleshooting cybersecurity, backup, and disaster recovery issues. • Strong problem-solving skills and attention to detail. • Public-facing customer service experience. • Valid driver’s license and ability to commute to Lafayette, CO. Preferred: • Experience with RMM, PSA, and ticketing systems. • Familiarity with ITIL frameworks. • Virtualization expertise (VMware, Hyper-V). • Cloud experience (Azure, AWS, Google Workspace). • Industry certifications (CompTIA Net+, A+, Security+, etc.). Perks & Benefits • Salary: $50,000–$65,000/year (depending on experience). • Unlimited PTO (within reason). • Health, vision, HSA, and 401(k) benefits. • $75/month cell phone reimbursement. • Company apparel provided. • Stocked office fridge and snacks. • Real work/life balance and sustainable workload. • Exposure to both cutting-edge and legacy technologies. • Career growth in a supportive, low-ego, no-drama team. Schedule & Location • Full-time position, primarily in-person in Lafayette, CO. • Monday–Friday, with occasional weekend coverage. How to Apply: If you are a proactive, customer-focused IT professional looking to grow in a collaborative MSP environment, we want to hear from you! Please submit your resume and a brief cover letter. Job Type: Full-time Pay: $50,000.00 - $65,000.00 per year Benefits: • 401(k) • Health insurance • Health savings account • Paid time off • Professional development assistance • Vision insurance Application Question(s): • Have you worked for an MSP? • Do you understand that the pay range is $50k to $65K plus bonuses? • Can you pass a background check? Experience: • IT: 3 years (Preferred) Ability to Commute: • Lafayette, CO 80026 (Preferred) Work Location: In person