IT Engineer 3rd Shift

Job Description

Position Title: IT Engineer

Location: Louisville Office and Remote Work

Department: Service Delivery

FLSA Designation: Exempt

Reports To: Service Manager

Date Created/Revised: 02/21/2023

JOB SUMMARY:

The Engineer's responsibilities include ensuring the organization s managed services clients receive fast, professional and technically accurate remote and on-site resolution of Windows desktop, local area network and basic information technology issues. Working in client systems as well as performing network troubleshooting is a daily activity in this role. Ability to complete escalated tickets with a high level of generalized IT proficiency is a must for the role s ideal candidate.

JOB DUTIES AND RESPONSIBILITIES:

• Update, resolve and close service tickets by quickly responding to and resolving client- and remote management and monitoring system-reported technology issues
• Schedule appointments for delivering remote technology support and performing follow up tasks and provide professional client updates
• Provide remote installation, troubleshooting and support for advanced networking issues, VPNs and Windows desktop operating systems, client software programs and applications
• Create new user accounts, administer user rights and privileges and reset user passwords using Windows servers
• Escalate service requests that require Senior Engineer level support
• Design and maintain process documentation for the service team
• Manage the process of implementing change efficiently and effectively
• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Ensure consistency of existing systems through maintaining, and enforcing standards/procedures for implementing solutions
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as they occur
• Enter all work as activities, service tickets, or project tickets in ConnectWise
• Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry

EDUCATION AND EXPERIENCE:

• Bachelor s degree preferred in computer science, business administration or a related field
• Professional IT Certifications, such as: ITIL v4, Microsoft MCP, MCSA, or MCSE, SonicWall CSSA, ConnectWise CCPA, Cisco CCNA, or VMware VCP are preferred
• 3+ of IT, MSP, or related experience
• 2+ years of increasingly responsible experience fulfilling help desk responsibilities and supporting Windows desktops, business applications and end users

KNOWLEDGE, SKILLS AND ABILITIES:

• Advanced proficiency administering computer networking technologies and all modern Microsoft Windows desktop operating systems as well as Windows server functions
• Advanced proficiency administering Microsoft Office productivity suites
• Advanced proficiency administering common Cisco, SonicWall, Fortinet, etc. routers
• Advanced proficiency administering network systems and technologies such as HP and Cisco Switch Configurations, VLAN, VPN, NAT, Routing, and Wireless systems
• Advanced proficiency administering systems and tools such as Exchange, SQL, StorageCraft, SAN, Citrix, VMware, Hyper-V, M365, Azure, Active Directory, Group Policy, and other MS Cloud and Hosted Solutions
• Must have a continuously growing knowledge of industry applications, processes, software, and equipment
• Strong organizational, presentation, and customer service skills
• Skill in planning and preparing written communications
• Interpersonal skills such as: telephony, communication, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Service awareness of all organization s key services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide services
• Self-motivated with the ability to work in a fast-paced environment