Team Engineer

SUPPORT the Clients, GROW with the Business...

• Report to the service desk manager but part of a team
• Perform a wide variety of IT support ranging from desktop and peripheral support to server and network issues
• Open-minded and willing to work directly with all types of clients/internal staff
• Believe in the future of the organization

BENEFITS come with the territory...

• Company sponsored 401K
• Paid vacation
• Performance-based bonuses
• Training
• Other perks

Key non-technical expectations:

• Doesn’t avoid a challenge and is willing to step up to opportunity
• Great work ethic
• Come up with solutions and not excuses
• Show attention to detail
• Work/play well with others
• Share knowledge and mentor team members
• Willing to improve yourself and grow with the organization
• Adequate diversity appreciation
• Bring your personality!

Job Description:

The Team Engineer technical position within WheelHouse IT. This position is responsible for maintaining the design and integrity of customer’s software systems, coordinating complex projects, and implementing software solutions.

Basic Functions:

• IT Support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.
• Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Engineer and implement system solutions for customers using technologies that meet their needs.
• Implement and support disaster recovery solutions.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• System documentation and consulting services to include system reviews and recommendations.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Serve as an escalation point for service or project issues that cannot be completed within agreed service levels.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Work through project tickets and phases in ConnectWise as assigned by a Project Manager.
• Enter all work as service or project tickets in ConnectWise.
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

• Professional IT Certifications, such as: Microsoft Azure Solution Expert, Azure Administrator, Azure Virtual Desktop Specialty, Sonicwall SNSA, or Cisco CCNA.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: the ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.

Education/Vocational/Previous Experience Recommendations:

• BA/BS, preferably in computer science or a related field.
• 1+ years of MSP IT experience
• 3+ years of IT or related experience.

Benefits:

• Salary $60,000-$80,000 based on experience and qualifications.
• Flexible Work from Home (WFH)
• Health, vision and dental benefits included.
• Performance-based incentives.
• Generous bonus levels.
• Full on-the-job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.