General Summary:
Service Engineer should be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange, Office 365, IIS, networking, VPN's, firewalls, backup systems and more. They should be strong in all the most common Microsoft, cloud, & networking technologies. In addition to strong technical aptitudes, backed by at least 2 years of in the trenches experience, this person is a good communicator and a person who can manage well when the client is in a pickle and really needs strong guidance. This person should be prompt and/or know the importance of communicating ETAs to clients.
Position Responsibilities:
- DAILY time entry accounting for work performed.
- Realtime tracking of ticket notes
- Mentor Tier I engineers with Difficult Tier 1 Tickets
- Mentor Tier I engineers with Intro Tier II Tickets
- Field Tier II support tickets
- Triage Tier III support tickets
- Responding to clients in a timely manner
- Notifying Service Coordinator of escalations
- Collaborate with Tier 1 and Tier 3 technicians on escalated customer support requests
- Document resolutions and create knowledge base articles
- Must provide quality customer service skills in all forms of communication
- Recognize and communicate potential issues immediately for rapid resolution
- Establishing good relationships with all departments and colleagues
- Documentation of Client Networks
- Takes ownership of tasks and follows through to ensure complete resolution
- Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
- Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
- Critical Application installation
- Ability to travel onsite to client’s location on a regular basis
Knowledge, Skills, and/or Abilities Required:
- Must be flexible, prioritize workload, able to manage multiple tasks
- Ability to shift focus and priorities throughout the day
- Ability to effectively handle stress and pressure consistent with the job duties and industry
- Ability to pay close attention to detail while performing technically detailed tasks
- Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
- Professional, pleasant, and patient in demeanor
- Excellent organizational, written, and verbal communication skills are necessary
- Is self-motivated and can be self-directed when necessary
- Enjoys sharing information, supporting others, and working on a team to achieve team goals
- Ability to provide accurate time estimates for how long a task will take
- Experience required with Windows operating systems
- Understanding of TCP/IP and troubleshooting Internet connectivity
- Experience with routers and firewalls
- Experience with Terminal Services
- Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
- Understanding of DNS services
- Working Knowledge Firewall Technologies - Sophos and Cisco
- Working Knowledge of Wireless Technologies
Requirements:
- Ability to prioritize tasks and adapt to changes quickly
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
- Must be able to work with a team and broad user community
- Ability to lift and move >50lb
- Must pass a background check
Credentials and Experience:
- Engineer with two to four years’ experience
- Minimum 2 years’ experience – Switching, VLAN, Routing, Firewalling Support
- Minimum 2 years’ experience – Wireless Networking
- Minimum 2 years’ experience - Server Hardware Technologies (CPU/RAID/SCSI) Support
- Minimum 2 years’ experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
- Has at least one certification. The following certifications are preferred: MCITP, MCP, CCNA/CCDA/CCNP, Project+, Network+, Apple, A+, Net +, Security +
- Solid dependable engineer, follows directions and maximizes billing opportunities
- Consistently receives good client feedback'
Top Skills
What We Do
Executech is an award-winning, managed IT services provider. We provide enterprise-quality IT support to small and medium-sized organizations through our team of highly trained and friendly experts.
Your company's IT problems are over! Executech is ready to handle all of your networks, servers, computers and much more, so you can focus on your business.
Flexible and Effective
Our goal is to be as flexible and as effective as possible for your business by providing quick and affordable solutions for your networking needs.
The IT services in Utah we offer include creating and maintaining networks, building custom computers and servers, providing on-site and remote technical support and much more.
Outsourced IT
When you out-source your IT problems we help you maintain a competitive advantage over your competition. All of our technicians are fully trained in Microsoft, Apple, and A+, so they are adaptable to a wide range of situations on all types of systems.
To learn more about how Executech can take care of your IT services, call us at 801.253.4541 or email [email protected].
