IT Services Engineer II

Job Description

Job Description

Looking for a change in the I.T. industry? Loffler is the place for you! We value our employees' skills and ensure that they are part of a World Class team. At Loffler, you will have the opportunity to work for a company that prioritizes a work-life balance, offers ample opportunities for growth, and rewards hard work with promotions. Our employee retention rate speaks for itself, and we provide a supportive team structure to encourage and develop our engineers. As an IT Services Engineer II, you will use your troubleshooting skills and technical expertise to provide excellent customer service and deliver results with a sense of urgency. If you are ready to be part of a team that makes a difference, exceeds customer expectations, and has fun doing it, apply now!

Essential Duties & Responsibilities:

All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":

• 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.
• 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 threedays 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.
• Beginner and/or intermediate technical skills across a wide range of products within our product stack.
• Candidates must posses 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.

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

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.

Why Work for Us?

• Top Workplace
• Career Advancement
• Employer Paid Life Insurance and Disability
• Paid Time Off, Volunteer Time, Holidays, Bereavement, and Parental Leave
• Benefits Package including FSA, Medical, Dental, and Vision
• 401K with Employer Match
• Tuition Reimbursement