Job Description
Job Description
Engineer I / II / III
Here at Entre Technology Services we provide exceptional onsite and remote IT support to small and medium size businesses across Montana, Wyoming and beyond. We work with a variety of businesses and organizations from Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. We want employees that hold our core values of : Invest in Others , Embrace the Hustle, and the desire to Be Better . Our core focus is to Create Raving Fans every day.
The Position :
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-Senior : Gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision. Typically requires 3-7+ Years of related experience.
Technical Requirements :
- 3-7+ 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 & 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 :
Customer ServiceFirewall AdministrationNetwork SupportNetwork TroubleshootingServer AdministrationServer VirtualizationSolution ManagementTechnical Project ManagementTelephone Skills / EtiquetteWireless Network ManagementOffice 365Customer SupportInquiry Research / ResponseIssue ResolutionProblem AnalysisSoftware InstallationSoftware TroubleshootingSolution DeliverySystems TroubleshootingIT Help Desk SoftwareRemote Support SoftwareJob 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 notesMonthly 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 timesDesire 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 ticketsProvide a high level of customer service with a positive attitude at all timesWork 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 tasksDeals effectively with stressful situations focusing on the best outcome for the ClientExperience 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 levelHas a willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team membersArticulate technical information clearly and simply to non-technical peopleAssist or the ability to implement multiple small to large projects and act as the lead project engineerAssist or step in as lead in customer on and off boarding's when requiredLead managed service offerings and cross train on other offerings as assignedSelf-motivated and is self-directed with the ability to work with minimal directionMentors new EngineersAny other assigned dutiesMiscellaneous Requirements :
Will be required to document time on an hourly basis as assigned work is completedMust be available for on call approximately one week every three monthsMust be available occasionally on nights and weekends to perform off-hour maintenance and projectsEnter all work as service tickets into ConnectWiseHighly organized, self-motivated, and self-directedManaged Services Platform experience a plusAbility to create knowledge base articles and update customer documentation in IT GlueAbility to lift 50+ poundsMust be willing to travel for client onsite visits, some overnight stays will be requiredMust have a valid driver’s license, insurance and reliable transportationLegal authorization to work in the U.S.Experience :
Desktop Support : 3-7 years (Required)Customer Service : 3-7 years (Required)Windows Server support : 2-7 years (Required)Firewall and Network Support : 1-7 years (Preferred)MSP (Managed Services Provider) Experience : 2-7 years (Preferred)Technical support in a production IT environment(s), preferably in multi-site environments : 4-7 years (Preferred)Mac, ConnectWise, Automate / ScreenConnect, Sophos, SonicWall, Barracuda, Unifi, experience a plusManagerial : Training-Knowledge (Partial), Evaluation (Partial), Supervision (Partial) & Process- Policies (Partial)