Who: Arterian
Position: Service Engineer
Where: Seattle
What: The role of the Service Engineer requires an exceptional individual who possesses the ability to support both the human and technical sides of technology. The Service Engineer will rely on excellent client service, problem solving, and communication skills to provide helpdesk support to resolve most day-to-day issues. Success in this role requires a strong technical aptitude, and the ability to work well on a team. You must also be capable of working proactively and on your own initiative in carrying out day-to-day responsibilities.
Responsibilities:
- Respond to phone and email-based support requests in alignment with established SLAs
- Consistently provide excellent written and verbal communication with clients and team members
- Remote support for most desktop software, hardware and peripherals issues
- Onsite visits as required to support end-users, maintain infrastructure
- Proactive monitoring of client infrastructure to identify and resolve issues before downtime occurs
- Network connectivity troubleshooting and maintenance
- Maintain close communication with clients until an issue has been resolved
- Leverage our ConnectWise system to create detailed work logs and technical documentation
- Triage and escalate complex issues to senior engineers and management appropriately
- Provide technical leadership and knowledge
- Coordination of service requests with third-party technology providers as needed
- Conduct technical support in line with documented procedures; maintain hardware, software and network inventory, diagrams and related documentation as needed
- Provide manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
- Use appropriate communication channels to inform team of important issues and information which will help improve team performance
- Participate in special projects as required
Requirements:
- Expert troubleshooting skills and ability to evaluate and manage changes, understanding their impact to systems, business and users
- Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations
- Bachelor’s Degree in Computer Science, Information Services Management or related field or 5+ years’ professional experience in a technology support and engineering role with progressive levels of responsibility preferred
- Experience working for an outsourced IT services company is preferred
- Strong experience troubleshooting and resolving hardware, software, systems and network issues
- Ability to install, upgrade, repair, move, and replace desktops, laptops and peripherals
- Microsoft Certified Systems Administrator (MCSA), or Microsoft Certified IT Professional (MCITP) Server Administrator or Enterprise Server Administrator preferred
- Strong knowledge of Windows operating systems
- Skilled in MS Office Suite, Outlook, CRM, web-based applications, etc.; experience with ConnectWise is a plus
- Strong knowledge of maintaining a Windows Server-based network, including Active Directory, Group Policy, DNS, IIS, RRAS, and Exchange
- Proficient with data backup, disaster recovery, and business continuity principals, issues, and solutions, including familiarity with image based backup systems (Storage Craft, Shadow Protect preferred)
- Proficient of a range of diagnostic utilities, including various Remote Management / Monitoring (RMM) applications, experience with LabTech a plus
- Experience installing, configuring, and managing network equipment (firewalls, switches, etc.)
- Understanding of small – and medium-sized business networking protocols and internet connectivity
- Demonstrated success with providing support and problem resolution with unfamiliar systems, software and hardware and a passion for solving problems long-term
- Ability to work collaboratively with employees within department and across functions
- Ability to communicate, and present ideas in user-friendly language to both technical and non-technical clients and staff as needed
- Must be able to work well with stringent deadlines and possess good organizational skills
- Must be detail-oriented with a strong work ethic focused on providing a positive customer experience
- Ability to work an on-call schedule during non-business hours, including rotating evening and weekend support
- Ability to travel to customer site; valid driver’s license and vehicle ownership preferred
