Service Engineer I

Interplay•Seattle, WA

6d•Hybrid

About The Position

As a Service Engineer I at Interplay, you will be an important part of our technical support team, helping clients resolve IT challenges and maintain reliable, secure technology environments. This early-career engineering role is ideal for someone with strong technical aptitude, a passion for problem-solving, and a desire to grow within a fast-paced managed services environment. You’ll work alongside experienced engineers to support and troubleshoot a wide range of technologies, including Windows Server, Microsoft Exchange, VPNs, firewalls, backup systems, cloud services, and more. Success in this role requires a strong work ethic, excellent communication skills, and a customer-first mindset focused on delivering responsive, high-quality support. This role, for at least the first six months, will also coordinate service requests and maximize the efficiency of our internal and field IT Engineers in a dispatcher role. You’ll serve as a central point of communication, ensuring tickets are prioritized appropriately, resources are scheduled effectively, and service level agreements (SLAs) are consistently met.

Requirements

Background in customer support, ideally within an IT or technical service environment
Strong problem-solving mindset with a genuine willingness to help users, regardless of issue complexity
Ability to accurately process verbal/auditory information while performing technical tasks
Comfort seeking guidance or escalation from senior technical resources when needed
Strong time management skills with the ability to prioritize and manage competing tasks effectively
Experience using remote take-control tools to support and troubleshoot end-user environments
Advanced knowledge of Windows desktop operating systems and familiarity with Microsoft Office 365 required
Experience supporting Windows-based network environments
Service-oriented mindset with a strong commitment to delivering clear, professional, and responsive client experiences
Highly organized and detail-focused, with the ability to manage multiple priorities accurately in a fast-paced environment
Strong communicator who can convey information clearly between clients, engineers, and internal teams
Proactive and resourceful problem-solver who knows when to escalate, collaborate, and keep work moving forward
Adaptable and calm under pressure, able to adjust quickly to changing priorities while maintaining quality and consistency

Nice To Haves

Problem-solving in environments rich in Windows Server, Exchange, IIS, Terminal Services, VPN's, firewalls, backup systems, and cloud services.

Responsibilities

Take ownership of service tickets, ensuring accurate updates, timely communication, and successful resolution
Deliver exceptional client support across phone, email, remote sessions, and on-site visits
Install, configure, troubleshoot, and customize Microsoft Office and Microsoft 365 applications based on client needs
Set up, configure, test, and support workstation hardware, including peripherals, components, and mobile devices
Perform Microsoft Exchange administration, including user and group management, mailbox configuration, permissions, forwarding rules, event log review, and backup/restoration tasks
Maintain accurate and up-to-date documentation of client environments, systems, and configurations
Provide both remote and on-site IT support for clients throughout the Puget Sound region
Collaborate with team members to ensure consistent service delivery and knowledge sharing across support functions
Serve as the primary point of contact for incoming client support requests via phone, email and client submissions
Create, update, and manage service tickets within ConnectWise
Keep clients informed on ticket status, incident progress, and planned outages or resolutions
Help maintain rapid response and turnaround times for client requests