Sr. IT Engineer

Job Description

Job Description

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.

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.

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.

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.

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.

Skills / Minimum Requirements

o Energized by challenges and obstacles.

o Hours may vary to meet the needs of clients and business operations. Willing and able to work after hours, weekends, and / or holidays as needed.

o Humbly confident and self-aware. Empathetic.

o Able to :

o Has stamina, energy, and tenacity to do what it takes.

o Self-disciplined to use time effectively. Able to structure, prioritize, and organize their schedule to optimize their time.

o Must have good communication / consultation skills – verbal and written – with situational awareness. Able to communicate effectively with technical / non-technical staff, management, and clients, as well as present complex information in a clear and concise manner.

o Must have excellent analytical skills, able to identify trends / patterns and analyze information / data to make informed decisions.

o Must be able to identify problems, develop and implement solutions, and make sound decisions that are in the best interest of the organization.

o Must have a strong client focus with ability to understand their needs and expectations.

o Able to develop solutions and strategies that meet / exceed client expectations.

o Excellent knowledge of Microsoft products, including server OS, Microsoft 365, Microsoft Hyper-V, Azure administration, Azure AD and InTune, on-premise AD, SharePoint, PowerShell, etc.

o ConnectWise Manage / Automate experience preferred.

o At least 5-7 years’ experience in IT administration.

o Preferred certifications include CompTIA (A+, SEC+, Network+), MCSE, Microsoft Fundamentals, Azure Fundamentals, Cisco (CCNP, CCNA), CAPM, but are not required.

o Able to evaluate an IT environment and consult on network / server needs.

o Proficiency in network management and troubleshooting.

o Experience deploying and setting up servers, networks, firewalls, switches, wireless, desktops, laptops, etc., including :

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