Sr. Engineer

Job Description Job Description Description The Service Desk Engineer III staff provide our clients with expert level support for complex problems. By providing fast, efficient, and effective resolution to our clients complex issues and requests, we ensure clients stay productive and receive maximum value from their IT investments. This role also mentors lower-level technical staff to increase their ability to autonomously handle advanced support. Key Responsibilities Provide great customer service and communicate clearly with non-technical and technical users and staff.Follow support process and guidelines as designed.Provide support for user problems relating to hardware, software applications, and network issues within a tier 3 perspective.Log, diagnose, repair, and relay reported problems to the end user, client, or department.Diagnose and resolve advanced problems and issues.Review client environments and recommend solutions to Sales Engineering and Sales Staff Client Evaluation & OnboardingAcquire new technical skills. Experience Required Minimum 5 years of experience supporting and implementing network infrastructure. Strong technical knowledge and understanding of SMB infrastructure and equipment. Required Proficiencies: Modern Windows Desktop and Server platforms, Active Directory, Group Policy, Advanced Networking (HP and Cisco Switch Configurations, VLAN, VPN, NAT, Routing, Wireless), Exchange, SQL, StorageCraft, SAN, Citrix, VMware, Hyper-V, O365, Azure, and other MS Cloud and Hosted Solutions Preferred Utilize proper troubleshooting methodology and the OSI model to fix client issuesYou will be an escalation point for your teams more difficult technical issues, as well as an escalation point for during and after-hours emergency support issuesAbility to concisely document systems, processes, issues, and resolutions; professional writing skills requiredExcellent interpersonal, communication, and documentation skillsProven history of mentoring and training of a technical team (Tier 1 and Tier II team members)Effective facilitation of client technical resolution planStrong problem solving and critical thinking abilitiesAbility to successfully and effectively work independently and within a team structureSelf-motivated and responsive to management and clientsStrong organizational skills and attention to detailExperience working with time tracking/ticketing softwareComplete prospective client technical evaluations and execute deep dive discoveries for new clients during onboardingComfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer baseExceptional ability to develop productive and positive relationships with customers and colleaguesProfessional certifications based on Mytech training standards: MCSA, MCSE, CCENT, CCNA, CCNP, VCP-DCV Benefits Mytech offers a comprehensive benefits package which includes: 12 days of accrued vacation in your first year6 days Sick time8 hours of volunteer timeMedical, Dental, and Vision fully covered options for employee coverageCompany paid Life, STD, and LTDProfessional Development Plan401k with company matchProfit Sharing