Service Desk Engineer (Level 2)

About us :

Simply Technology is a Managed Service Provider (MSP), specializing in custom IT and VoIP business solutions. Our goal at Simply Technology is to consistently bring on team members and collaborators that help us maintain exceptional customer service and align with our core values. We strive for dedicated individuals that desire to stay with us for a very long time. We believe strongly in providing a path of growth and promoting from within. The right candidate must love a challenge and constantly be looking for ways to improve themselves and the company. They are driven to improve the environment, and they will be expected to contribute to that goal regularly.

Our Core Values :

• Helps first – We’re in the business of helping people. The needs of our customers and team members are of the upmost importance.
• Wants to grow and learn – Hungry for information and eager to share knowledge both with our customers and our colleagues.
• Exhibits compassion – Show kindness and grace to anyone you encounter.
• Curious Problem Solving – Be secure in your abilities while still asking questions.
• Stay honest – Be your authentic self. Tell the truth. Especially when no one is watching.

Our Core Focus :

Providing unique customized solutions through best-in-class service with an engaged, collaborative team.

Job title : Service Desk Engineer (Level II)

Who we are looking for :

The Service Desk Engineer (Level II) is responsible for handling escalated service requests and complex technical issues that go beyond Level I scope, across all technology including workstations, servers, printers, networks, peripherals, and vendor-specific hardware and software. This role also leads and executes Professional Services projects such as Microsoft 365 migrations and new client onboarding and provides technical mentorship to Level I Service Desk Engineers and Technicians. The ideal candidate has a passion for delivering great customer service, solving advanced technical problems, leading projects, and documenting processes.

• Essential Functions: Subject Matter Expert
• Be the escalation point for all engineering related support and project activities
• Maintain desired certifications for your role
• Actively monitor, manage, work within the support ticket queue
• Review triage and prioritize active tickets
• Delegate, assign and escalate tickets as needed
• Document support activity as time entries
• Lead, Manage, & Accountability for assigned Professional Services projects:
• Managed and perform assigned project tasks
• Document project activities within assigned tasks as time entries
• Communicate project task status with Project Manager

Measurable Targets :

• Maintain / improve customer service, perception, and satisfaction
• Maintain high first touch ticket resolution
• Fast turnaround of customer requests per Service Level Agreements
• On time completion of project tasks
• Escalation of service requests that require a higher level of engineering support than you can provide
• Timely entry of time and expenses

Job Specific Requirements :

Technical Requirements

In this position you will have direct communication with our customers through telephone, email, SMS, or our support request ticketing system, keeping them informed of incident progress, notifying them of any impending changes or agreed outages. You will be required to provide IT support by identification, research, and timely resolution of technical problems relating to issues around access, troubleshooting, and maintenance across the following categories:

• Network administration at an advanced level: WAN and LAN connectivity, VLAN configuration, routing, firewall rule changes, and site-to-site VPN setup
• Advanced server administration, including Windows Server, Active Directory, Group Policy, and DNS/DHCP
• Responds to telephone calls, email, and personnel requests for technical support
• Communication with customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Serve as an escalation point for tickets Level I technicians are unable to resolve; identifies, researches, and resolves complex/multi-system technical problems
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• IT Support relating to technical issues involving core business applications and operating systems
• Monitor and support various Backup Systems, including design and implementation of backup and disaster recovery solutions
• Perform Service Calls to perform work remotely and / or on-site for and with our customers
• Be available for after-hours on call support if / when scheduled

Professional Services Requirements

As a lead engineer on Professional Services projects at Simply Technology, you will be assigned as a Leader and Subject Matter Expert for several different types of projects including but not limited to:

• Microsoft 365 Migrations including migration of email, contacts, calendars, and files
• Infrastructure projects such as: Server migrations, network implementations/upgrades, & cloud migrations
• Business VoIP & CCTV implementations/upgrades
• Scope, plan, and execute Managed IT Onboarding efforts which include the technical work required to bring new clients onto Simply Technology's managed services
• Communicate project status, risks, and timelines to internal stakeholders and clients, including participating in client-facing project meetings as needed
• Document as-built project outcomes and formally handoff documentation to our Service Desk

Accounts / Systems Documentation Requirements

In this position you will be involved in the implementation of solutions through tickets and projects or by defining proposed solutions in the sales process. You will be working with clients or prospective clients at all levels (executives, technical resources, vendors, etc…) which will require technical implementation and documentation skills such as;

• Creation of Standard Operating Procedures
• Creation and maintenance of knowledge base and end user help documentation
• Onsite implementation of service calls for installation and/or troubleshooting of existing systems or equipment.
• IT Asset Management
• Discovery sessions document their technical and functional requirements

Work Experience (Preferred) Requirements:

• Customer Service: 5 Years
• Desktop Support: 5 Years
• MSP (Managed Services Provider): 5 Years
• Technical Support in a production IT environment(s), preferably in multi-site environments: 5 Years
• Management / Leadership: 2 Years

Software Experience:

• Operating Systems (Windows, Mac, Linux)
• Service Request Systems (Autotask)
• Remote Management Systems (Datto)
• Switches (Unifi)
• Firewalls (Sophos, Fortinet, Unifi)
• Scripting (JavaScript, Python, Pearl, PHP)

Personal Requirements:

• Highly organized, self-motivated, and self-directed
• Ability to create knowledge base articles and update customer documentation
• Ability to lift 50+ pounds
• Must have a valid driver’s license and reliable transportation
• Legal authorization to work in the U.S.
• Must pass a background check

Job Type:

• Full-time

Salary:

• TBD

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off