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Engineer III (remote)

MS / Projects / Onboardings | REMOTE - work from home | Full Time

Job Description

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.

A03-Senior. Typically requires 7+ Years of related experience.


Technical Requirements:

7+ 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

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.

Build and maintain virtual environments such as Hyper-V, VMware, Veeam & Azure

Workstation operating systems e.g., MAC, Windows 7 and later

Workstation productivity/operations application administration e.g., Microsoft Office, QuickBooks, etc.

Network Security – Router/Firewall experience i.e. Cisco, Meraki, SonicWall, Sophos & Barracuda firewalls & wireless environments

Cloud Environment management e.g., AWS, Azure, etc.

Enterprise email systems e.g., Microsoft Exchange, Google Suite, etc.

Office 365 deployment and security


Core Competencies/Skills:

Backup/Recovery

Customer Service

Firewall Administration

Network Engineering

Network Optimization

Network Support

Network Troubleshooting

Project Scoping

Server Administration

Server Virtualization

Solution Management

Technical Project Management

Telephone Skills/Etiquette

Wireless Network Management

Office 365

Customer Support

Inquiry Research/Response

Issue Resolution

Problem Analysis

Software Installation

Software Troubleshooting

Solution Delivery

Systems Troubleshooting

IT Help Desk Software

Remote Support Software


Job Responsibilities:

Provide both reactive and proactive support of desktop, server, and network issues for our clients.

Daily and accurate time entry accounting for at least 7.5 hours in the form of service ticket notes

Monthly billing should be at least 80% or more of a typical month of about 160 hours available.

Focused on lowering average response Time and resolution times

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

Provide a high level of customer service with a positive attitude at all times

Work proactive and reactive issues (Client submitted or monitoring generated) remotely and onsite as needed within committed Service Level Agreements (SLA’s)

Pay close attention to detail while performing technically detailed tasks

Deals effectively with stressful situations focusing on the best outcome for the Client

Experience in a professional and consultative approach to your interaction with our external customers (i.e., honest, trustworthy, objective, competent)

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

Articulate technical information clearly and simply to non-technical people

Ability to implements multiple small to large projects and act as the lead project engineer

Lead customer on and off boarding's and step in as the lead when required

Lead managed service offerings and cross train on other offerings as assigned

Self-motivated and is self-directed with the ability to work with minimal direction

Mentors new Engineers

Any other assigned duties


Miscellaneous Requirements:

Will be required to document time on an hourly basis as assigned work is completed

Must be available for on call approximately one week every three months

Must be available occasionally on nights and weekends to perform off-hour maintenance and projects

Enter all work as service tickets into ConnectWise

Highly organized, self-motivated, and self-directed

Ability to create knowledge base articles and update customer documentation in IT Glue

Ability to lift 50+ pounds 

Must be willing to travel for client onsite visits, some overnight stays will be required

Must have a valid driver’s license, insurance and reliable transportation

Legal authorization to work in the U.S.


Experience:

Desktop Support: 7 years (Required)

Customer Service: 7 years (Required)

Windows Server support: 7 years (Required)

Firewall and Network Support: 7 years (Preferred)

MSP (Managed Services Provider) Experience: 7 years (Preferred)

Technical support in a production IT environment(s), preferably in multi-site environments: 7 years (Preferred)

Mac, Kaseya, ConnectWise, Sophos, SonicWall, Barracuda, Unifi, experience a plus

Managerial: Training-Knowledge (Partial), Evaluation (Partial), Supervision (Partial) & Process- Policies (Partial)