Service Engineer

Premier One

1d•Remote

About The Position

The Service Engineer role is responsible for providing expert level technical support, delegation of escalation issues, (sitrep for major issues) and support for projects as needed. This position is responsible for responding to and diagnosing problems, including recognition, research, isolation, and resolution step, when necessary. This individual will also mentor and provide guidance and escalation support to the Service team. Additionally, the Service Engineer coordinates the dispatch of technical, professional, or service personnel for service, repair, or training.

Requirements

5 or more years of experience managing IT systems.
Bachelor’s or Associate’s degree in computer science, information technology, or a related field — or equivalent experience.
Experience with Microsoft domain technologies, Microsoft 365, Microsoft Azure, Active Directory Administrator and Group Policy, in an enterprise network environment.
Experience managing server virtualization (primarily VMware with some Microsoft Hyper-V).
Experience with installation and troubleshooting of network concepts including routers, managed switches, VLANs, WLANs, and UTM/NGFW Firewalls.
Demonstrated troubleshooting ability for hardware and software across multiple platforms.
Microsoft AZ-140 (Azure Virtual Desktop Specialty)
Active certifications in company-utilized vendor technologies are required (e.g., WatchGuard)
Provide superior client service by resolving problems efficiently and responding quickly.
Maintained flexibility for multiple assigned tasks.
Ability to work independently and in team settings.
Ability to work efficiently with attention to detail and quality of work produced.
Able to work well with many different types of people in a friendly and respectful way.
Ability to communicate effectively, both verbally and in writing, with staff, clients, and the community.
Ability to establish and maintain working relationships across all levels of Premier One’s staff and clients.
Ability to effectively work in a high pressure, fast-paced environment and be held accountable for results.
Ability to organize, multi-task, plan and set priorities with minimal supervision.
Ability to handle sensitive and confidential situations or information with poise, tact and diplomacy.
Maintain an attitude of confidence, enthusiasm, and positivity.
Must be able to sit and stand for extended periods of time.
Hearing and visual acuity within normal range.
Ability to communicate clearly and quickly on the phone and via video conference.
Manual dexterity to operate keyboard, calculator, and telephone.
Ability to read computer screens, email, and written documentation.
Bending, kneeling, stooping, and walking may be required to carry out job responsibilities.
Ability to lift up to 50 pounds.

Responsibilities

Act as an escalation resource by providing technical guidance to the support team and coordinating service ticket escalations with management, engineers, and additional technical resources.
Lead high-priority and “white glove” situations by coordinating Critical Severity support efforts, driving timely resolution, and maintaining consistent communication with client points of contact until completion.
Maintain up-to-date, current knowledge of ongoing projects and engineering tasks, and ensure engineering team accountability for support impact.
Review Service Boards for stale, stuck, or otherwise problematic tickets and proactively assist assigned resources.
Track and identify Service ticket trends, and develop solutions to alleviate root causes.
Participate in Quality Assurance processes.
Maintain expert knowledge of clients, their IT systems, and their relationship with Premier One.
Establish positive relationships with clients face-to-face, by telephone, and by email.
Maintain a working team relationship with all teams under Operations.
Promote, manage, and develop documentation and SOPs.
Build & maintain knowledge of Premier One Primary Systems via documentation.
Perform on-call responsibilities as assigned by supervisor.