Sr. IT Engineer

IT Engineers provide remote and onsite expertise on a technical support team.

They proactively serve as network administrators on a Service Delivery Team, partnering with the Service Delivery Manager / Director and Senior Engineer in ensuring Executech’s products and services satisfy clients.

They provide remote and onsite support, ensuring client needs are met in a timely fashion.

Likewise, they enlist the support of Service Desk Specialists to assist with reactive requests by users to allow them to focus on proactive network needs.

They are responsible for network documentation, administration, and deployment of solutions.

They also assist with identifying and implementing IT Roadmap technologies and initiatives.

They have strong communication skills to consult with clients about their information technology and embrace teamwork in delivering overall IT success.

They perpetuate a strong team culture that aligns with Executech’s mission, vision, and values.

Proactive Engineers model operational excellence that ultimately helps deliver employee success, client success, and business success.   Responsibilities Responsibilities include but are not limited to :

• Remote / Onsite Escalation Support o Receive / resolve escalation support requests from Service Desk Specialists / Escalation Engineers – remote preferred or onsite as necessary – using advanced technical expertise. o Provide mentorship to Service Desk Specialists.
• Proactive Management and Maintenance of Networks o Administer IT success for each client by helping properly configure and deploy servers, networks, firewalls, switches, wireless networks, backups, security solutions, cloud solutions, Microsoft licenses, etc. o Troubleshoot network and server issues. o Provide network and server maintenance support to clients, including patch management, firmware updates, end-of-life OS management, and hardware lifecycle management. o Complete ticketed support items in a timely fashion. o Monitor client health, helping identify client IT opportunities and threats and communicate to Senior Engineer / Service Delivery Manager / Director. o Quality Assurance assistance and remediation. o Escalation assistance with TDP / Security matters as relevant. o Assist in execution of client projects.
• Serve as Project Captain as assigned.
• Network Documentation o Help create and maintain client technology documentation, including network diagrams via Auvik, etc. o Partner with Senior Engineer in ensuring each client’s IT Roadmap is current, correct, and actively executing. o Promptly update tickets, work logs, time entry, etc. to ensure real-time service delivery status for managing client relationships and making key decisions. o Partner with Senior Engineer in developing policies and procedures governing how to troubleshoot IT issues at client sites, including identification, documentation, distribution, and resolution.
• Service Delivery / Client Success o Provide client communication and consultation.
• Always set proper expectations. o Perform quality remote and onsite support on computer / network hardware and software. o Ensure successful delivery of services while meeting / exceeding defined client expectations. o Partner with the Service Delivery Manager / Director and Senior Engineer in establishing fully engaged clients, ensuring they are getting the value they expect throughout the entire client life cycle. o Grow and maintain positive relationships with client POCs. o Focus on the big picture without leaving everyday details behind. o Anticipate client needs and plan in advance, increasing the odds that the client succeeds with the Service Delivery Team / Executech as their IT Department. o Consult with clients by helping them see around corners and continually smart proof / upgrade their IT to ensure uptime, increase productivity, and help meet their business objectives. o Effectively partner with Professional Services, Security, Cloud, Sales, Client Success, Operations, Finance, Training, and Administration, reinforcing the Service Delivery Team’s overall success.
• Culture o Help strengthen Service Delivery Team culture through core value alignment in daily operations. o Demonstrate high performance, ownership, and integrity in carrying out responsibilities. o Build and maintain positive relationships with team members and internal partners using quality communication. o Maintain a friendly, willing-partner attitude towards co-workers and teammates. o Be reliable in carrying out responsibilities to help meet / exceed team goals. o Participate in company / region / division / team meetings, trainings, and activities.

Continue to learn and improve in the knowledge of Executech’s products and services to be a greater asset to the team and a more valued consultant to clients. o Honor company policies, procedures, and deadlines.

Empathetic. o Able to :

Able to prioritize workload and manage time effectively.