Service Engineer
Premier One
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- The Service Engineer role is responsible for providing expert level technical support, delegation of escalation issues, and support for projects as needed.
- This position is responsible for responding to and diagnosing problems, including recognition, research, isolation, and resolution step, when necessary.
- This individual will also mentor and provide guidance and escalation support to the Service team.
- Additionally, the Service Engineer coordinates the dispatch of technical, professional, or service personnel for service, repair, or training.
- Act as an escalation resource by providing technical guidance to the support team and coordinating service ticket escalations with management, engineers, and additional technical resources.
- Lead high-priority and 'white glove' situations by coordinating Critical Severity support efforts, driving timely resolution, and maintaining consistent communication with client points of contact until completion.
- Maintain up-to-date, current knowledge of ongoing projects and engineering tasks, and ensure engineering team accountability for support impact.
- Review Service Boards for stale, stuck, or otherwise problematic tickets and proactively assist assigned resources.
- Track and identify Service ticket trends, and develop solutions to alleviate root causes.
- Participate in Quality Assurance processes.
- Maintain expert knowledge of clients, their IT systems, and their relationship with Premier One.
- Establish positive relationships with clients face-to-face, by telephone, and by email.
- Maintain a working team relationship with all teams under Operations.
- Promote, manage, and develop documentation and SOPs.
- Build & maintain knowledge of Premier One Primary Systems via documentation.
- Perform on-call responsibilities as assigned by supervisor.
Requirements
- 5 or more years of experience managing IT systems.
- Bachelor’s or Associate’s degree in computer science, information technology, or a related field — or equivalent experience.
- Experience with Microsoft domain technologies, Microsoft 365, Microsoft Azure, Active Directory Administrator and Group Policy, in an enterprise network environment.
- Experience managing server virtualization (primarily VMware with some Microsoft Hyper-V).
- Experience with installation and troubleshooting of network concepts including routers, managed switches, VLANs, WLANs, and UTM/NGFW Firewalls.
- Demonstrated troubleshooting ability for hardware and software across multiple platforms.
- Required Certifications Microsoft AZ-140 (Azure Virtual Desktop Specialty)
- Active certifications in company-utilized vendor technologies are required (e.g., WatchGuard).
Benefits
- Must be able to sit and stand for extended periods of time
- Hearing and visual acuity within normal range
- Ability to communicate clearly and quickly on the phone and via video conference.
- Manual dexterity to operate keyboard, calculator, and telephone.
- Ability to read computer screens, email, and written documentation.
- Bending, kneeling, stooping, and walking may be required to carry out job responsibilities.
- Ability to lift up to 50 pounds.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingserver virtualizationnetwork conceptsMicrosoft domain technologiesMicrosoft 365Microsoft AzureActive DirectoryGroup PolicyVMware
Soft Skills
mentoringguidancecommunicationrelationship buildingteam collaborationproblem-solvingescalation managementquality assurancedocumentation managementclient interaction
Certifications
Microsoft AZ-140WatchGuard certifications