Senior Engineer, Client Services

Description

About ITS: 

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. 

Job Summary: 

The Senior Engineer, Client Services will combine technical project implementation responsibilities with remote management support of multiple client networks of various sizes and levels of complexity. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. The Senior Engineer, Client Services will be responsible for a range of tasks, from project design and deployment responsibilities, server troubleshooting, and user desktop support regularly. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Requirements

Responsibilities: 

• Must have excellent troubleshooting skills, be able to triage a customer's issue, getting to the root of the problem in a timely matter and document issue(s).
• Provides phone support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.
• Ensures creation of tickets and escalation to appropriate group(s).
• Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• Act as internal escalation point for other Technicians to engage for technical assistance or process guidance and provide guidance to teammates on operational processes, troubleshooting or customer service.  
• Work regularly with the client’s internal service and project coordinators who assign tickets.
• To troubleshoot and resolve equipment, configuration and affected problems and to track vendor support cases through to problem resolution on production issues.
• Deliver superior service to customers and clients with limited supervision consistently.
• To carry out testing of new features, and functionality as required and to help develop plans to implement and verify that they are operating correctly in the live network.
• Produce detailed service reports regularly and communicate updates or changes internally and to the clients.   
• Provides emergency on-call support on a rotating schedule.
• Maintains excellent communication with the Network Operation Center team on all tasks and projects. Responsible for communicating with customers, peers, team and managers regarding incident and change management. Creates and maintains good technical documentation
• Handle escalated tickets
• Travel onsite to the client office as defined to provide services.

Experience

Knowledge, Skills, and Abilities: 

• Confident and comfortable with client-facing activity.
• Strong oral and written communication skills 
• Communicate effectively with internal team members, customers, clients, and stakeholders. 
• Maintains the ability to stay organized and be detail-oriented. 
• Demonstrates a passion for solving problems or helping others and takes the initiative in driving continuous improvement/execution excellence. 
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment. 
• Strong knowledge in Cloud Support and Microsoft 365 offerings as well as a basic understanding of Active Directory.
• Excellent attention to detail and time management.

Experience 

• Bachelor's Degree, or equivalent level of experience in related field
• 5+ years in a helpdesk role, triaging reported issues and incidents by customers.
• 5+ years’ work experience as a network administrator installing, configuring, maintaining, and troubleshooting network, data center, and security technologies.

Experience in implementation, configuration, management, and troubleshooting of the following technologies:

• Windows Server 2008-16;
• Remote Desktop Services (Multi-Server Farm w/ Secure Gateway);
• Active Directory and Group Policy;
• SSL Certificates
• Microsoft Exchange 2010-16
• Office 365 Exchange Online & Office 365 SharePoint Online
• VMWare ESXi and vCenter Server
• Cisco ASA and SonicWall firewalls
• Remote Access VPNs and Site-to-Site VPNs
• Basic router and switch configurations (VLAN / Redundant WAN)
• Wireless Access Points and/or Controllers

Certificates, Licenses, and Registrations:  

• CompTIA A+, Microsoft Windows, Apple macOS certification, Cisco Certifications not required but would be a plus
• Proficient in a recent version of Microsoft Office suite
• Must have valid driver’s license & reliable transportation. Some work will be done onsite in Newark, DE.

Compensation Package

ITS offers a full benefits package, including:  

• Rich Medical and prescription plans  
• Dental & Vision 
• Paid Holidays and Flexible Paid Time Off 
• 401K/401K Roth with Safe Harbor matching  
• Stock Appreciation Rights  
• Company-paid life insurance, long-term and short-term disability insurance 
• Company-paid mental health support & financial wellness services 
• FSA for medical and dependent care  
• HSA option with compatible medical plan  
• Company-paid training, materials, and exams  
• Performance-based bonuses  

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.