Engineer IIIIII

Engineer I/II/III

Here at Entre Technology Services we provide exceptional onsite and remote IT support to small and medium size businesses across Montana Wyoming and beyond. We work with a variety of businesses and organizations from Legal Accounting Medical Dental Manufacturing Trucking and nonprofits. We want employees that hold our core values of: Invest in Others Embrace the Hustle and the desire to Be Better. Our core focus is to Create Raving Fans every day.

The Position:

The System Engineer is a strategic technical position within Entre. This position is responsible for maintaining the design and integrity of customers IT systems coordinating complex projects and implementing IT solutions. Your daily duties will be assisting the service desk handling escalation tickets and working on multiple small to medium IT projects. If you have a passion for customer service enjoy solving the tough technical problems designing exceptional solutions and have an eye for the details then we have the position for you!

Assists in the installation maintenance and general support of systems. Assists users with questions or problems. May help perform system backups and recovery and install new software. Typically requires a high school diploma. Typically reports to Supervisor or Manager.

A02-Intermediate-Senior: Gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision. Typically requires 3-7 Years of related experience.

Technical 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. Experience with Veeam and Acronis backups preferred

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

Core Competencies/Skills:

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

Job Responsibilities:

Provide both reactive and proactive support of desktop server and network issues for our clients.

Daily and accurate time entry accounting for at least 7.5 hours in the form of service ticket notes

Monthly billing should be at least 80% or more of a typical month of about 160 hours available.

Focused on lowering average response time and resolution times

Desire and enthusiasm for working primarily workstation tickets/issues daily yet with the skill and experience to also 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 (SLAs)

Pay close attention to detail while performing technically detailed tasks

Deals effectively with stressful situations focusing on the best outcome for the Client

Experience in a professional and consultative approach to your interaction with our external customers (i.e. honest trustworthy objective competent)

Great communication skillsboth verbal and written at a consulting level

Has a willingness to 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 the ability to 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

Self-motivated and is self-directed with the ability to work with minimal direction

Mentors new Engineers

Any other assigned duties

Miscellaneous Requirements:

Will be required to document time on an hourly basis as assigned work is completed

Must be available for on call approximately one week every three months

Must be available occasionally on nights and weekends to perform off-hour maintenance and projects

Enter all work as service tickets into ConnectWise

Highly organized self-motivated and self-directed

Managed Services Platform experience a plus

Ability to create knowledge base articles and update customer documentation in IT Glue

Ability to lift 50 pounds

Must be willing to travel for client onsite visits some overnight stays will be required

Must have a valid drivers license insurance and reliable transportation

Legal authorization to work in the U.S.

Experience:

Desktop Support: 3-7 years (Required)

Customer Service: 3-7 years (Required)

Windows Server support: 2-7 years (Required)

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

Managerial: Training-Knowledge (Partial) Evaluation (Partial) Supervision (Partial) & Process- Policies (Partial)