WWWInternetSolutions,Inc.

2734ChancellorDriveSuite204
CrestviewHills,Kentucky41017
phone:859.525.8730
tollfree:888.292.1719
fax:859.525.8737
www.isoc.net

Employment Opportunity
JOB TITLE: Helpdesk Engineer - Tier II
JOB DESCRIPTION: This position will focus on desktop and onsite support related to Managed
Services. The person(s) in this position will focus on the development and continued support of systems
monitoring, utilizing SolarWinds N-Able RMM and MSP Service Automation Platform. Candidates will be
working independently and be responsible to interact via phone, PC and face-to-face with other team
members and clients.
The candidate will assist with the on-boarding of new clients and will be expected to provide a high level of
technical support to customers over the phone and via support tickets. The candidate will apply creative
problem-solving techniques to identify the root cause of problems; as well as keeping the customer aware
of each step along the way.

SALARY: Commensurate with experience.

RESPONSIBILITIES:
Deliver support to customers over the phone using a ticketing system, remote control
and remote management tools.
Continuously analyze complex server, network, application and PC issues for solutions.
Address critical customer-impacting issues from inception to resolution using all of the
resources of the company.
Work with team to develop systematic process to better troubleshoot and identify root
causes of issues.
Deliver monitoring to customer specifications utilizing SolarWinds N-Able RMM and MSP
Service Automation Platform.
Establishing Templates and Standards for monitoring.
Performing Auditing of Monitoring and Backup systems.
Experience setting up and optimizing network and application monitoring
Scripting experience (PowerShell, VB, Perl, Shell Scripting) a plus.
Experience working with various infrastructure teams to design monitoring strategy
A strong understanding of network topology and how networked systems interact
Patch review and release
Document new processes and procedures
EDUCATION:
A two year technical degree or equivalent experience in monitoring, patch management.
N-Able or other RMM Tool for network management solution experience
MCSE, CCNA certifications preferred
Any experience with VM monitoring or 3rd party monitoring tools (VEEAM, vCenter) a
plus
SHIFT: Our normal office hours are from 8:00 am until 5:00 pm, Monday through Friday with a
twohour flex time from 7:00 am until 9:00 am in our Crestview Hills Office.

EXPECTATIONS: Due to the sensitive nature of company information and data you will be
exposed to, you will be expected to agree to and comply with a strict Confidentiality and Non
Compete agreement which includes not seeking or accepting employment offers from ISOCNET
Clients or prospects. You will also be expected to comply with a nonsolicit agreement with respect
to ISOCNET employees. Individual must be highly motivated with a strong work ethic
TESTING: You may be required to demonstrate your abilities through a brief individually assigned
project.
COMPANY: Founded in 1996 in the Greater Cincinnati Ohio / Northern Kentucky area, ISOCNET
remains the leading IT Solution Provider for small to medium sized businesses, focusing on
creating custom solutions for the specific business needs of our clients. From environment
migrations to managed services ISOCNET provides affordable, reliable solutions to local,
national, and international clients alike.
We believe that the best way for us to be successful is to help our clients succeed and to be easy
to do business with. We focus on educating our clients on how they can get the most from their
services, and utilize this knowledge to help their business grow. Through these principles, we
develop satisfied clients, and in turn gain most of our new business through referrals.
We are dedicated to providing the best solutions possible so clients can be proud to have
ISOCNET as their Business Partner.
Fast Facts:

Founded in June 1996

Privately Owned
Focused on Small to Medium Business Sector
Ability to deliver virtualized, hosted, and managed services

Products and Services:

Our diverse business segments include Physical and Virtual Data Center Solutions, Cloud
Solutions, Managed Services, E-Mail Solutions, Spam Control, Web Site Design & Hosting,
Custom Application Design & Development and Internet Connectivity which together completes
the IT needs of the SMB market - all from a single source.
TO APPLY: Please send your Resume and Salary History to jobs@isoc.net with Helpdesk
Engineer - Tier II in the subject line. Feel free to also provide previous testing results you may
have available to support your skill set.