IT Services Engineer III

About the role

Join our dynamic ITSG Managed Services team as an IT Services Engineer III! In this role, you will be at the forefront of customer service excellence, utilizing your passion for solving complex technical issues.

Responsibilities

• Provide IT generalist support to customers while building greater 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.
• Mentor and train 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.
• Identify resources and assign tasks commensurate with skillset and availability.
• Pursue mastery of an identified IT specialty that provides teammates a go-to resource.
• Act as technical lead on projects.
• Aid with changes to Loffler IT tools and systems.

Qualifications/Requirements

• Minimum of three days in the 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.
• Intermediate and/or advanced technical skills across a wide range of products within our product stack.
• Competency in standing up new servers and migrating Windows Active Directory.
• Intermediate competency in Exchange administration and O365 migration experience.
• Experience configuring Wi-Fi solutions within our product stack.
• Strong system and server administration skills.
• Fundamental proficiency in VMWare.
• 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.
• Experience administrating routing, switching, and fault-tolerance solutions.
• Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.

Education/Experience

• Associate or Bachelor's degree in IT or related technical field (i.e. Computer Science, Engineering).
• 3-5 years IT support experience.
• Intermediate level technical certification(s) preferred.