IT Services Engineer III

Job Description

Job Description

Are you ready to showcase your tier III troubleshooting skills and deliver exceptional results with a sense of urgency? 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. If you have experience with Microsoft 365 Migrations, including Hybrid environments, Microsoft Intune Administration, AutoPilot Enrollment, and deploying Intune configurations, then you're exactly who we're looking for to join our rockstar team. Your responsibilities will encompass providing comprehensive IT generalist support to our valued customers while continuously expanding your technical understanding and awareness. By documenting and resolving incoming service requests and alerts, you will ensure prompt resolutions and escalate when necessary. Collaborating with your talented colleagues, you will achieve superior customer service through effective teamwork. With a keen eye for identifying trends in service histories, you will increase responsiveness and implement permanent resolutions to recurring issues. Your expertise will shine as you create and publish documentation in our knowledge base, contributing to the growth of our support team's capabilities. As a mentor and trainer, you will share your knowledge and empower other engineers to excel. Root cause discovery and resolution will be your guiding principle as you tackle technical challenges. Take the lead on projects, harness your mastery in a specialized IT area, and act as a go-to resource for your teammates. Your impact will extend beyond daily support, as you assist with changes to our Loffler IT tools and systems. Join us and be part of a team that values your expertise, embraces a hybrid work environment, and offers continuous opportunities for growth and development.

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.
• 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.
• Assist with changes to Loffler IT tools and systems.
• Other related duties as assigned.

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) and/or 3-5 years IT support experience.
• Intermediate level technical certification(s) preferred.

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 scheduled activities or to complete projects in order to meet deadlines.
• Ability to lift 40 pounds.
• The noise level in the work environment is usually minimal.

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