​​​General Summary:A Service Engineer should excel in integrating and resolving issues within environments that include Windows Server, Exchange, Office 365, IIS, networking, VPNs, firewalls, backup systems, and more. They must possess strong skills in the most common Microsoft, cloud, and networking technologies. With at least 2 years of hands-on experience, this individual should be an effective communicator, capable of providing strong guidance when clients face challenges. Promptness and the ability to communicate ETAs to clients are essential qualities for this role.

Position Responsibilities:DAILY time entry accounting for work performed. Realtime tracking of ticket notes Mentor Tier I engineers with Difficult Tier 1 TicketsMentor Tier I engineers with Intro Tier II TicketsField Tier II support ticketsTriage Tier III support ticketsResponding to clients in a timely mannerNotifying Service Coordinator of escalationsCollaborate with Tier 1 and Tier 3 technicians on escalated customer support requestsDocument 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 resolutionEstablishing good relationships with all departments and colleaguesDocumentation of Client NetworksTakes ownership of tasks and follows through to ensure complete resolutionTakes a personal interest in, and responsibility for, quality of work they perform or are associated withInstalling, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipmentCritical Application installationAbility to travel onsite to client’s location on a regular basisKnowledge, Skills, and/or Abilities Required:Must be flexible, prioritize workload, able to manage multiple tasksAbility to shift focus and priorities throughout the dayAbility to effectively handle stress and pressure consistent with the job duties and industry Solid dependable engineer, follows directions and maximizes billing opportunitiesAbility to pay close attention to detail while performing technically detailed tasksAbility and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team membersProfessional, pleasant, and patient in demeanorExcellent organizational, written, and verbal communication skills are necessaryIs self-motivated and can be self-directed when necessaryEnjoys sharing information, supporting others, and working on a team to achieve team goalsAbility to provide accurate time estimates for how long a task will takeExperience required with Windows operating systemsUnderstanding of TCP/IP and troubleshooting Internet connectivityExperience with routers and firewallsExperience with Terminal ServicesUnderstanding of relationship between switches, hubs, patch panels and connecting nodes to a networkUnderstanding of DNS servicesWorking Knowledge Firewall Technologies - Sophos and CiscoWorking Knowledge of Wireless TechnologiesRequirements:Ability to prioritize tasks and adapt to changes quicklyInterpersonal skills: such as telephony skills, communication skills, active listening, and customer careMust be able to work with a team and broad user communityAbility to lift and move >50lbMust pass a background checkCredentials and Experience:Engineer with two to four years’ experienceMinimum 2 years’ experience – Switching, VLAN, Routing, Firewalling SupportMinimum 2 years’ experience – Wireless NetworkingMinimum 2 years’ experience - Server Hardware Technologies (CPU/RAID/SCSI) SupportMinimum 2 years’ experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity SupportHas 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 opportunitiesConsistently receives good client feedback'