Technician Iii/Engineer I

Engineer I
The System Engineer is a strategic technical position within Entre. This position is responsible for maintaining the design and integrity of customer’s IT systems, coordinating complex projects, and implementing IT solutions. Your daily duties will be assisting the service desk, handling escalation tickets and working on multiple small to medium IT projects. If you have a passion for customer service, enjoy solving the tough technical problems, designing exceptional solutions and have an eye for the details, then we have the position for you!
Assists in the installation, maintenance, and general support of systems. Assists users with questions or problems. May help perform system backups and recovery and install new software. Typically requires a high school diploma. Typically reports to Supervisor or Manager.
A02-Intermediate: Gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision. Typically requires 3+ Years of related experience.
Technical Requirements

• Network Troubleshooting
• Inquiry Research/Response
• Office 365
• Remote Support Software
• Software Installation
• Customer Support
• Customer Service
• Workstation operating systems e.g., MAC, Windows 7 and later
• Workstation productivity/operations application administration e.g., Microsoft Office, QuickBooks, etc.
• Wireless Network Management
• Firewall Administration
• Systems Troubleshooting
• Network Security – Router/Firewall experience i.e. Cisco, Meraki, SonicWall, Sophos & Barracuda firewalls & wireless environments
• Core Competencies/Skills
• Server Administration
• Software Troubleshooting
• IT Help Desk Software
• Network Support
• Issue Resolution
• Office 365 deployment and security
• Telephone Skills/Etiquette
• Windows Server (2008-2019) administration including spin-up, roll-out and management including but not limited to Active Directory, GPOs, Trusts, Print Servers, Application Servers, etc.
• Solution Delivery
• Enterprise email systems e.g., Microsoft Exchange, Google Suite, etc.
• Problem Analysis
• 3+ years helpdesk/field-onsite technical support experience providing complete network to end point support services to small and medium sized businesses
• Demonstrated understanding of data integrity, standard backup practices, and associated hardware/software solutions. Experience with Veeam and Acronis backups preferred
• Server Virtualization

Job Responsibilities

• Pay close attention to detail while performing technically detailed tasks
• Assist customer on and off boarding's
• Lead managed service offerings and cross train on other offerings as assigned
• Great communication skills—both verbal and written at a consulting level
• Has a willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Deals effectively with stressful situations focusing on the best outcome for the Client
• Articulate technical information clearly and simply to non-technical people
• Work proactive and reactive issues (Client submitted or monitoring generated) remotely and onsite as needed within committed Service Level Agreements (SLA’s)
• Provide both reactive and proactive support of desktop, server, and network issues for our clients.
• Self-motivated and is self-directed with the ability to work with minimal direction
• Provide a high level of customer service with a positive attitude at all times
• Monthly billing should be at least 80% or more of a typical month of about 160 hours available.
• Any other assigned duties
• Experience in a professional and consultative approach to your interaction with our external customers (i.e., honest, trustworthy, objective, competent)
• Desire and enthusiasm for working primarily workstation tickets/issues daily, yet with the skill and experience to also troubleshoot and resolve Windows server, network switch and router tickets
• Daily and accurate time entry accounting for at least 7.5 hours in the form of service ticket notes
• Focused on lowering average response Time and resolution times
• Implement small projects and assist project engineers on larger projects

Miscellaneous Requirements

• Must be willing to travel for client onsite visits, some overnight stays will be required
• Must be available occasionally on nights and weekends to perform off-hour maintenance and projects
• Legal authorization to work in the U.S.
• Must have a valid driver’s license, insurance and reliable transportation
• Will be required to document time on an hourly basis as assigned work is completed
• Ability to create knowledge base articles and update customer documentation in IT Glue
• Must be available for on call approximately one week every three months
• Enter all work as service tickets into ConnectWise
• Highly organized, self-motivated, and self-directed
• Ability to lift 50+ pounds

Experience

• Customer Service: 3 years (Required)
• Technical support in a production IT environment(s), preferably in multi-site environments: 4 years (Preferred)
• MSP (Managed Services Provider) Experience: 2 years (Preferred)
• Windows Server support: 2 years (Required)
• Desktop Support: 3 years (Required)
• Mac, Kaseya, ConnectWise, Sophos, SonicWall, Barracuda, Unifi, experience a plus
• Firewall and Network Support: 1 years (Preferred)