IT Support Engineer-Tier 3

Wolf Consulting • Monroeville, PA

7d • Hybrid

About The Position

Wolf Consulting, LLC is the Pittsburgh area's trusted leader in computer support and cloud services for small and mid-size businesses. For more than 37 years, we’ve been serving and satisfying our clients by relieving their technology worries so that they can concentrate on growing their businesses and realizing their goals. We have consistently been honored as a Top Managed Services Provider (MSP) and have been named one of the Best Places to Work in Western Pennsylvania for nine years. We are seeking a highly skilled tier 3 engineer to join our quickly growing manged service team. This person should have at least five years of hands-on IT experience, possess extensive technical knowledge, excellent problem solving skills, and a passion for delivering exceptional service in a dynamic IT environment. This is a hybrid position. After the initial onboarding and training period, this person will work a combination of the following: in our office in Monroeville, remotely from a home office, and occasionally from our clients' sites. IT Support Engineers are responsible for handling tier 3 requests, tasks, escalations and projects including: Providing proactive and reactive remote technical support to our clients, via telephone, email, and remote control. Some examples include, but are not limited to, the following: Managing, installing, configuring, and troubleshooting hardware and software for servers, desktops, laptops, tablets, smartphones, printers, UPS units, firewalls, switches, and other computer systems and devices. Working closely with clients, Wolf staff members, hardware and software vendors, and service providers. Responding to monitoring alerts. Performing computer account maintenance including setting up computers, decommissioning computers, and migrating settings and data. Performing user account maintenance including adding and removing users, configuring user profiles, changing passwords, etc. Providing technical support to end-users for computer and network related issues. Managing onsite and offsite backups, spinning up virtual servers on onsite backup appliances and offsite at the data center, in both test and production scenarios. Performing proactive work. Serving as an escalation point for complex support issues. Working with fellow Service Desk, Field, and Project Consultants remotely or onsite at our clients' offices, implementing projects. Providing in-person support to clients visiting our office or onsite at the client's offices.

Requirements

• 5+ years of experience in the support of a variety of Microsoft networks for small and mid-size businesses.
• Associates or Bachelor’s degree in Information Technology, or have equivalent IT support experience, certifications, and/or training.
• Familiarity with ConnectWise or similar ticketing system for time and record keeping.
• Excellent customer service skills and initiative to go the extra mile for our clients and team members.

Nice To Haves

• Prior MSP experience is preferred.
• Relative industry certifications including Microsoft, CompTIA, etc.

Responsibilities

• Providing proactive and reactive remote technical support to our clients, via telephone, email, and remote control.
• Managing, installing, configuring, and troubleshooting hardware and software for servers, desktops, laptops, tablets, smartphones, printers, UPS units, firewalls, switches, and other computer systems and devices.
• Working closely with clients, Wolf staff members, hardware and software vendors, and service providers.
• Responding to monitoring alerts.
• Performing computer account maintenance including setting up computers, decommissioning computers, and migrating settings and data.
• Performing user account maintenance including adding and removing users, configuring user profiles, changing passwords, etc.
• Providing technical support to end-users for computer and network related issues.
• Managing onsite and offsite backups, spinning up virtual servers on onsite backup appliances and offsite at the data center, in both test and production scenarios.
• Performing proactive work.
• Serving as an escalation point for complex support issues.
• Working with fellow Service Desk, Field, and Project Consultants remotely or onsite at our clients' offices, implementing projects.
• Providing in-person support to clients visiting our office or onsite at the client's offices.

Benefits

• Being a team member of the strongest and fastest-growing IT networking company in the region.
• Working in a fun, energetic, and team-oriented hybrid work environment.
• Our commitment to helping you grow professionally with training and career advancement opportunities including certification testing support, training, and reimbursement.
• Competitive salary and benefits package including 100% employer paid medical, vision and dental insurance at the employee level, generous PTO and holiday offerings, 401(k) Plan with company match, monthly cell phone stipend, and opportunity to receive a year end performance bonus.
• Limited on-call hours for technical employees.
• Social events and volunteering opportunities inside and outside the office.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees