Engineer I/II/III

Entre Technology Services•Bozeman, MT

1d•Hybrid

About The Position

Entre Technology Services provides exceptional onsite and remote IT support to small and medium-sized businesses across Montana, Wyoming, and beyond, serving various sectors including Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. The company values employees who Invest in Others, Embrace the Hustle, and desire to Be Better, with a core focus on Creating Raving Fans every day. The System Engineer is a strategic technical position responsible for maintaining the design and integrity of customer’s IT systems, coordinating complex projects, and implementing IT solutions. Daily duties include assisting the service desk, handling escalation tickets, and working on multiple small to medium IT projects. This role involves assisting in the installation, maintenance, and general support of systems, helping users with questions or problems, and potentially performing system backups, recovery, and new software installations. The ideal candidate has a passion for customer service, enjoys solving tough technical problems, designing exceptional solutions, and has an eye for detail.

Requirements

High school diploma.
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.
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.
Ability to build & maintain virtual environments such as Hyper-V, VMware, Veeam & Azure.
Experience with 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, 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.
Customer Service skills.
Firewall Administration skills.
Network Support skills.
Network Troubleshooting skills.
Server Administration skills.
Server Virtualization skills.
Solution Management skills.
Technical Project Management skills.
Telephone Skills/Etiquette.
Wireless Network Management skills.
Office 365 expertise.
Customer Support skills.
Inquiry Research/Response skills.
Issue Resolution skills.
Problem Analysis skills.
Software Installation skills.
Software Troubleshooting skills.
Solution Delivery skills.
Systems Troubleshooting skills.
IT Help Desk Software proficiency.
Remote Support Software proficiency.
Highly organized, self-motivated, and self-directed.
Ability to lift 50+ pounds.
Willingness to travel for client onsite visits, some overnight stays will be required.
Valid driver’s license, insurance and reliable transportation.
Legal authorization to work in the U.S.
Desktop Support: 3-7 years (Required).
Customer Service: 3-7 years (Required).
Windows Server support: 2-7 years (Required).

Nice To Haves

Experience with Veeam and Acronis backups.
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).
Experience with Mac, NinjaOne, ConnectWise, Automate/ScreenConnect, Sophos, Barracuda, Unifi.
Managed Services Platform experience.

Responsibilities

Provide both reactive and proactive support of desktop, server, and network issues for clients.
Maintain the design and integrity of customer’s IT systems.
Coordinate complex IT projects.
Implement IT solutions.
Assist the service desk and handle escalation tickets.
Work on multiple small to medium IT projects.
Assist in the installation, maintenance, and general support of systems.
Assist users with questions or problems.
Perform system backups and recovery and install new software.
Document time daily and accurately, accounting for at least 7.5 hours in service ticket notes.
Achieve monthly billing of at least 80% or more of a typical month of about 160 hours available.
Focus on lowering average response time and resolution times.
Work primarily on 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.
Deal effectively with stressful situations focusing on the best outcome for the Client.
Interact with external customers in a professional and consultative approach (i.e., honest, trustworthy, objective, competent).
Communicate effectively, both verbally and in writing, at a consulting level.
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.
Assist or implement multiple small to large projects and act as the lead project engineer.
Assist or step in as lead in customer on and off boardings when required.
Lead managed service offerings and cross train on other offerings as assigned.
Be self-motivated and self-directed with the ability to work with minimal direction.
Mentor new Engineers.
Document time on an hourly basis as assigned work is completed.
Be available for on call approximately one week every three months.
Be available occasionally on nights and weekends to perform off-hour maintenance and projects.
Enter all work as service tickets into ConnectWise.
Create knowledge base articles and update customer documentation in IT Glue.
Perform any other assigned duties.