Job Description

Technician III/Engineer I

Here at Entre Technology Services we provide exceptional onsite and remote IT support to small and medium size businesses across Montana, Wyoming and beyond. We work with a variety of businesses and organizations from Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. We want employees that hold our core values of: Invest in Others, Embrace the Hustle, and the desire to Be Better. Our core focus is to Create Raving Fans every day.

The Technician III/Engineer I Position:

The System Technician/Engineer is a strategic technical position within Entre. This position is responsible for maintaining the design and integrity of customer’s IT systems, coordinating complex projects, and implementing IT solutions. Your daily duties will be assisting the service desk, handling escalation tickets and working on multiple small to medium IT projects. If you have a passion for customer service, enjoy solving the tough technical problems, designing exceptional solutions and have an eye for the details, then we have the position for you!

Technician III/Engineer I should be able to prioritize technical issues, manage assigned tasks, document time spent and resolutions, while demonstrating patience to describe cause and solutions to end users. Ideal candidates should be very organized with the ability to switch and resume tasks as required. Candidate should have excellent communication capabilities, both verbally and written, with the ability to thrive in an expanding team environment.

Provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves the most complex technical problems. Responds to telephone, email and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Coordinates with other teams or specialists to resolve an issue. May be responsible for the resolution of escalated issues of higher difficulty. May train, coach or assist less experienced team members.Assists in the installation, maintenance, and general support of systems. Assists users with questions or problems. May help perform system backups and recovery and install new software. Typically requires a high school diploma. Typically reports to Supervisor or Manager.

A02-Intermediate-Senior: Gains or has attained full proficiency in a specific area of discipline. Works independently with moderate supervision. Typically requires 3+ Years of related experience.

Technical Requirements:

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

Core Competencies/Skills:

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

Job Responsibilities:

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

Miscellaneous Requirements:

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

Experience:

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)

Entre Technology Services

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Technician III/Engineer I