Careers

Engineers at RetroFIt are responsible for the development and delivery of our Managed Services offerings. Engineers apply the necessary technical breadth to providing top level technical support services and operational leadership, including problem resolution, and technical change implementation for Managed Services clients. Engineers at RetroFit are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills

Key Areas of Responsibility:

  • Provide design, implementation, technical support services and consulting to Managed Services clients to meet their business needs.
  • Design plan, and implement solutions using the latest technology.
  • Thorough understanding of client/server applications architecture.
  • Configuration, management, and troubleshooting skills for routers, switches, and firewalls.
  • Administering LAN/WAN security, anti-virus and spam control measures.
  • Handle all NOC Type activities such as recurring alerts for failed backups, outages, patching, etc.
  • Network troubleshooting.
  • Provide innovative technical solutions to complex hardware/software problems.
  • Understand and Deliver Managed Services offerings.
  • Understand and follow RetroFit processes and procedures.
  • Provide detailed and effective communication to internal and external customers.
  • Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
  • Conduct throughput analysis, problem solving, and infrastructure planning.
  • Participate in various client projects intended to continually improve/upgrade technology infrastructures.
  • Ability to follow through with tasks, projects, troubleshooting with little supervision.
  • Serve as technical point of contact on customer engagements, and internal projects.
  • Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.
  • Handles several tasks simultaneously (ie: pre-sales, troubleshoots and develops internal network, responds to emergencies).
  • Communicates with Director of Technical Services all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).
  • Responds to all customers professionally and courteously and relays any customer questions or concerns to manager.
  • Assist in creating and documenting policies and procedures.
  • Understand SLAs in a production environment and proactively strive to meet the commitments.
  • Assist Professional Services team when required with client consultation including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
  • Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.
  • Supports and conducts self in a manner consistent with customer service expectations.
  • Tests, evaluates, and develops new products, offerings, and solutions.

Qualifications:

  • Minimum of 3-year engineering experience – building could infrastructure.
  • BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or related discipline; equivalent experience acceptable. Other Required Qualifications.
  • Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels.
  • Azure or AWS Certification.
  • Experience with Windows 2012, 2016 & 2019 Server role.
  • Experience with tools such as Mimecast, Cisco Umbrella, Sophos, etc.
  • Experience with RMM tools such as Datto Autotask
  • Experience with Office 365 and cloud solutions (Azure/AWS).
  • Experience troubleshooting email related issues
  • Must have the ability to handle multiple tasks and priorities
  • Must have strong interpersonal communication and team-based skills
  • Must have strong documentation skills
  • Must have exceptional oral and written communication skills
  • Critical attention to detail and solid creative problem solving skills.
  • Ability to perform intermediate root cause analysis.
  • Ability to consistently follow policies and procedures.
  • Excellence verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, in including senior leadership.
  • Ability to prioritize work and handle multiple tasks simultaneously in a fast paced, diverse and growth-oriented environment.
  • Must know when to ask for assistance. Must be approachable, teachable, a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment.
  • ITIL Foundations Certification considered a plus

Overview of Responsibilities:

As an Director of Technical Services (DTS), you will be responsible for the leadership and management for the overall Managed and Professional Services Divisions, including staff and service administration. You will effectively and efficiently manage the development and direction of the operational team in order to drive the growth of revenue and technical productivity, and to promote high quality customer satisfaction while building relationships and ensuring the integration of strategic plans with company operations.
From strategy to fulfillment to managed services, our engineering-centric solutions enable our clients to realize what it means for technology to do more.

Key Responsibilities:

Day – To – Day Operations Service:

  • Manage day-to-day NOC technology operations within RetroFit’s Managed Services(Break Fix, NOC, Help Desk, PS), including monitoring service delivery and handling any issues or escalations.
    • Act as the Main Point of Issue escalation
  • Monitor departmental performance against goals to ensure that progress is being made; take corrective action, if necessary.
    • Oversee the monitoring of customer servers and networks to ensure system access meets and exceeds Service Level Agreement (SLA) requirements and business systems availability targets
    • Analyze customer concerns and present options to solve problems
  • Oversee and provide hands-on technical guidance for escalated production incidents, root cause analysis and subsequent actions to improve handling and early detection
  • Managed the on-call rotation, after hours rotation schedule.
  • Develop and provide incident reports for any major customer incidents.
  • Confirm documentation for all Managed Services clients is updated and maintained.
  • Provide Tier 3 technical assistance and act as a top-level support resource with issues escalated by other technicians and engineers.
  • Deep knowledge of all existing break-fix contracts – including all agreed upon SLA’s, tracking of those SLA’s and escalating any SLA related issues to management.
  • Driving, Developing, Managing, Auditing and Maintaining the break-fix procedures and technology in order to minimize resolution time (Goal: ONE CALL – ONE VISIT).
  • Managing Backlog Ticketing Report – Ensure movement in closing tickets and reporting progress to customers and RF Management.

Staff:

  • Oversee, train, assist and develop the NOC/HD/PS/BreakFix Staff
  • Maintain appropriate staff levels to meet departmental requirements
    • Report to Management Staff Utilization
    • Raise all staffing issues/concerns/successes to management team
  • Manage team recruitment, hiring, terminations and performance management
  • Meet regularly with department heads/business unit leaders; facilitate resolution of issues/problems between business units and/or departments
    • Run the Weekly NOC/HD Team Meeting
  • Provide training, direction and oversight to our NOC Team of Engineers and Technicians
  • Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver more effective service

Tools/Technology:

  • Act as the Remote Monitoring & Management (RMM) subject matter expert (SME)
  • Work as an escalation point for RMM issues and help resolve technical issues within the NOC, SOC and Service Desk Teams
  • Ensure proper installation, integration configuration and fine tuning of all RMM / Monitoring / NOC software, tools, and technologies
  • Identify areas of opportunity for process or technology improvement, provide leadership and develop plans to meet these objectives
  • Problem solve and identify incident root cause issues, then work to eliminate recurring issues
  • Ensure recurring/preventative maintenance plans are defined, implemented and executed

Qualifications:

  • 2-4 years Project Management experience in delivering complex technical solutions in SMB server environment as close to PMP expertise as possible
  • 5+ years of Technical hands on experience building and delivering Server, Network and Cloud solutions.
  • Current understanding of Technical Concepts and applications (Virtual Environments, Networks, WiFi, Cloud Solutions)
  • Management experience to lead. mentor and support a group of technical and non-technical staff
  • Ability to evaluate, and provide recommendations, and implement third party solutions
  • Excellent written, presentation, and verbal communication skills including demonstrated experience presenting technology recommendations from a business perspective
  • Understanding of the industry, market, customers, competitors, suppliers, partners and capabilities of the business
  • At least 5 years within a MSP organization
  • Ability to show high level of priority thinking
  • Must have a demonstration of management skill sets
  • Ability to communicate effectively with clients, colleagues and management
  • Professional, business-focused attitude and courteous manner towards clients, partners, and peers
  • Ability to travel within New England as needed
  • Project management certification a plus.
  • 4 Year Bachelor’s Degree Required

Job Summary:

Established in 1982, RetroFit Technologies is a privately-owned, full-service IT Managed Services company providing IT services to small and medium-sized companies as well as schools and local government entities. RetroFit takes responsibility for the support and requirements of our clients’ IT infrastructure and supports these environments using both internal capabilities and management of our strategic partners.

Position Overview:

This position requires an experienced solution engineer that will engage and consult and deliver complex solutions to our clients. The position requires a team approach with other support engineers and sales professionals. Project management of all your engagements is critical. Also, to support Retrofit’s solution deliverables as a single-source provider to our clients’ Active Directory environments, Enterprise Software Services, Virtualization, Security, Storage / Wireless solutions and cloud solutions from leading vendors such as AWS/Azure.

Key Responsibilities Include:

  • Perform client consultation/professional services engagements including, design, configure and implement Windows and VMware based client requirements and goals.
  • AWS/Azure Environment (Creating, Developing and Delivering)
  • Understanding AWS/Azure cost modeling
  • Create professionally written proposals including, thorough Scope of Work (SOW)and (BOM) Documents.
  • Manage all aspects of sub-contractor/partner relationships pertaining to requirements of the engagements.
  • Partnering with Sales Team to provide technical support for all customer engagements; thru all steps of the Sales Process.
  • Prepare design documents and presentations. Clearly describing the design, including rationale for decisions and implications of decisions.
  • You are required to consult/Design/and IMPLEMENT high-quality solutions to our clients to ensure their investment is consistent with their business objectives…That means, rolling up your sleeves and install your perfect creation at the client site.
  • Provide post project support to clients as needed
  • Contribute to new product assessment process.

Qualifications:

  • 3-5 years of experience in delivering complex technical solutions in SMB server environment
  • Hands on experience using Enterprise Server Version (ESX) to support mission-critical application
  • Hands on experience with Virtual Desktop Infrastructure (VDI), motion, DRS, HA, Virtual Center, Capacity Planner
  • Hands on experience with IIS, Exchange 2010/2016 Active Directory.
  • Comprehensive understanding of DNS, DHCP, WINS and group policy
  • Advanced knowledge and understanding of latest versions of VMware, vSphere.
  • Experience in SAN attached clusters required
  • Knowledge of performance monitoring/tuning, capacity management and security for VMware clusters
  • Knowledge of performance monitoring/tuning, capacity management and security for VMware clusters
  • Ability to evaluate, and provide recommendations, and implement/deliver third party solutions
  • Excellent written, presentation, and verbal communication skills including demonstrated experience presenting technology recommendations from a business perspective. Please be able to present several SOW/BOM’s created by you to demonstrate your abilities.
  • Ability to communicate effectively with clients, colleagues and management
  • Ability to travel within New England as needed
  • Network, Microsoft, AWS/Azure Certifications… please be able to present these accreditations.
  • 4 Years Bachelor’s Degree preferred

To Apply for a position at RetroFit Technologies please send your resume to kconnor@retrofit.com.

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