IT Services Engineer II

About the role

Loffler is a forward-thinking company in the IT industry, dedicated to fostering a supportive and high-performing team. We prioritize a balanced work environment, continuous learning, and rewarding career progression.

Essential Duties & Responsibilities

• Provide IT generalist support to customers, enhancing their technical understanding and awareness.
• Document and resolve incoming service requests and alerts, including escalations and manufacturer support.
• Collaborate with colleagues to achieve superior customer service.
• Answer support phone calls on a daily basis.
• Increase responsiveness and implement permanent resolution of issues by identifying trends in service histories.
• Create and publish documentation in the knowledge base.
• Contribute to and maintain system, installation, and configuration standards and procedures.
• Share newly acquired information with peers to improve support team capabilities.
• Comply with internal security controls and procedures for Loffler and customers.
• Provide mentoring and training of other engineers.
• Monitor service boards and work service requests or route to appropriate team members.
• Approach technical issues with root cause discovery and resolution in mind.
• Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.
• Other related duties as assigned.

Qualifications/Requirements

• Minimum of three days in office
• Strong attention to detail and follow through skills
• Excellent customer service, communication, and troubleshooting skills
• Demonstrate excellence in time management and organizational skills
• Confident, professional phone presence
• Aptitude for creative and alternative solutions
• Strong desire to learn, demonstrating independent initiative in seeking new knowledge
• Strong team player
• Good judgment and technical common sense
• Proficient in server and workstation hardware, operating systems, and software
• Basic understanding of networking
• Understanding of cabling and cabling termination
• Proficiency in firewalls and network security including NAT and traffic rules
• Begginer and/or intermediate technical skills across a wide range of products within our product stack
• Candidates must possess a valid driver's license, maintain an acceptable driving record, and provide proof of minimum auto insurance coverage as required by state law
• Education/Experience: Associate's or bachelor's degree in IT or related technical field (i.e. Computer Science, Engineering) and/or 2-3 years IT support experience. Associate or intermediate level technical certification(s) preferred

Supervisory Responsibilities

This position has no supervisory responsibilities.

Work Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High energy position dealing with clients on a daily basis. Requires occasional evening and/or weekend work for both scheduled and on-call activities. Ability to lift 40 pounds.

Pay

The posted range for this position represents a good faith estimate of the minimum and maximum starting compensation for this role. In addition to the base salary, we offer a comprehensive benefits package that includes health and dental insurance, retirement plans, and paid time off.

Schedule

For information on the physical demands of this job, see Human Resources.