Technician III/Engineer I
Entre Technology Services
- Bozeman, MT
- Permanent
- Full-time
- 3+ years helpdesk/field-onsite technical support experience providing complete network to end point support services to small and medium sized businesses
- Experience with all Microsoft technologies including client operating systems, server operating systems, Exchange, Terminal Services and Small Business Server, Office 365, One Drive, and Sharepoint
- Experience with Active Directory, Domain and Group Policy Administration, and Windows network administration
- Ability to install, upgrade and troubleshoot Windows 7 and Windows 10 operating systems in domain and workgroup environments including user/PC migrations, applications and hardware replacement/troubleshooting
- Demonstrated understanding of data integrity, standard backup practices, and associated hardware/software solutions. Experience with Veeam and Acronis backups preferred
- Experience with wired/wireless networks and basic networking protocols including DNS, DHCP, VPNs, WAN/LAN TCP/IP
- Windows Server (2008-2019) administration including spin-up, roll-out and management including but not limited to Active Directory, GPOs, Trusts, Print Servers, Application Servers, etc.
- Workstation operating systems e.g., MAC, Windows 7 and later
- Workstation productivity/operations application administration e.g., Microsoft Office, QuickBooks, etc.
- Network Security – Router/Firewall experience i.e. Cisco, Meraki, SonicWall, Sophos & Barracuda firewalls & wireless environments
- Enterprise email systems e.g., Microsoft Exchange, Google Suite, etc.
- Office 365 deployment and security
- Experience supporting mobile devices
- Experience with IT support delivery through remote support tools
- Ability to come up to speed on new technologies quickly
- Dispatcher, Technician I and Technician II escalation resource
- Customer Service
- Computer Troubleshooting
- End User Training
- Help Desk/Desktop Support
- Mobile Device Support
- Password Resets
- Technical Troubleshooting
- User Guides
- General Office Software
- Operating System
- Firewall Administration
- Network Support
- Network Troubleshooting
- Server Administration
- Server Virtualization
- Telephone Skills/Etiquette
- Wireless Network Management
- Office 365
- Customer Support
- Inquiry Research/Response
- Issue Resolution
- Problem Analysis
- Software Installation
- Software Troubleshooting
- Solution Delivery
- Systems Troubleshooting
- IT Help Desk Software
- Remote Support Software
- Provide both reactive and proactive support of desktop, server, and network issues for our clients.
- Daily and accurate time entry accounting for at least 7.5 hours in the form of service ticket notes
- Monthly billing should be at least 80% or more of a typical month of about 160 hours available.
- Focused on lowering average response Time and resolution times
- Desire and enthusiasm for working primarily workstation tickets/issues daily, yet with the skill and experience to also troubleshoot and resolve Windows server, network switch and router tickets
- Provide a high level of customer service with a positive attitude at all times
- Work proactive and reactive issues (Client submitted or monitoring generated) remotely and onsite as needed within committed Service Level Agreements (SLA’s)
- Pay close attention to detail while performing technically detailed tasks
- Deals effectively with stressful situations focusing on the best outcome for the Client
- Experience in a professional and consultative approach to your interaction with our external customers (i.e., honest, trustworthy, objective, competent)
- Great communication skills—both verbal and written at a consulting level
- Has a willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
- Articulate technical information clearly and simply to non-technical people
- Implement small projects and assist project engineers on larger projects
- Assist customer on and off boarding's
- Lead managed service offerings and cross train on other offerings as assigned
- Self-motivated and is self-directed with the ability to work with minimal direction
- Any other assigned duties
- Will be required to document time on an hourly basis as assigned work is completed
- Must be available for on call approximately one week every three months
- Must be available occasionally on nights and weekends to perform off-hour maintenance and projects
- Enter all work as service tickets into ConnectWise
- Highly organized, self-motivated, and self-directed
- Ability to work in fast-paced environment and meet deadlines
- Ability to create knowledge base articles and update customer documentation in IT Glue
- Ability to lift 50+ pounds
- Must be willing to travel for client onsite visits, some overnight stays will be required
- Must have a valid driver’s license, insurance and reliable transportation
- Legal authorization to work in the U.S.
- A+ / Network+ / Security + Certifications preferred
- Desktop Support: 3 years (Required)
- Customer Service: 3 years (Required)
- Windows Server support: 3 years (Required)
- Firewall and Network Support: 1 years (Preferred)
- MSP (Managed Services Provider) Experience: 3 years (Preferred)
- Technical support in a production IT environment(s), preferably in multi-site environments: 3 years (Preferred)
- Mac, Kaseya, ConnectWise, Sophos, SonicWall, Barracuda, Unifi, experience a plus
- Managerial: Training-Knowledge (Partial)