Engineer I/II/III

Entre Technology Services•Helena, 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. 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 involve assisting the service desk, handling escalation tickets, and working on multiple small to medium IT projects. The ideal candidate has a passion for customer service, enjoys solving tough technical problems, designing exceptional solutions, and has an eye for detail. This role assists in the installation, maintenance, and general support of systems, helps users with questions or problems, and may perform system backups, recovery, and new software installations.

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.
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, 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.
Firewall Administration.
Network Support.
Network Troubleshooting.
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.
Highly organized, self-motivated, and self-directed.
Ability to lift 50+ pounds.
Willingness to travel for client onsite visits, with some overnight stays 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 preferred.
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, NinjaOne, ConnectWise, Automate/ScreenConnect, Sophos, Barracuda, Unifi, experience a plus.
Managed Services Platform experience a plus.
Ability to create knowledge base articles and update customer documentation in IT Glue.

Responsibilities

Provide both reactive and proactive support of desktop, server, and network issues for clients.
Daily and accurate time entry accounting for at least 7.5 hours in the form of 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, while also possessing the skill and experience to 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.
Maintain a professional and consultative approach in interactions with external customers (i.e., honest, trustworthy, objective, competent).
Demonstrate great communication skills—both verbal and written 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.
Perform any other assigned duties.
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.