Technical Engineer

Job SummaryAs an L1 Service Engineer, you'll be our frontline tech superhero. You'll tackle a variety of IT challenges, from software glitches to hardware hiccups and network nightmares. Your mission: provide stellar support, guide users through solutions, and keep our clients' IT systems running smoothly. You'll also be our documentation guru and occasionally lend your tech expertise to our sales team.ResponsibilitiesSupport Role (Primary):Be the go-to person for customer support across various channelsManage incident in timely mannerStep up to provide coverage & assistance when requiredAim for first-contact resolutions like a proMaster the ticketing system to manage service requestsKeep client docs up-to-date with your razor-sharp attention to detailMonitor and manage the ticket queue like a bossLeverage RMM tools for system checks and maintenanceProvide on-site support when needed (cape optional, but recommended)Escalte unresolved issues to Level 2/Level 3 engineers with detailed documentationProject Role (Secondary):Dive into specific project tasks (e.g., workstation setups, software deployments)Contribute to project goals with minimal need for rework (we're aiming for <5% here!)ResponsibilitiesSupport Role (Primary):Be the go-to person for customer support across various channelsManage incident in timely mannerStep up to provide coverage & assistance when requiredAim for first-contact resolutions like a proMaster the ticketing system to manage service requestsKeep client docs up-to-date with your razor-sharp attention to detailMonitor and manage the ticket queue like a bossLeverage RMM tools for system checks and maintenanceProvide on-site support when needed (cape optional, but recommended)Escalte unresolved issues to Level 2/Level 3 engineers with detailed documentationProject Role (Secondary):Dive into specific project tasks (e.g., workstation setups, software deployments)Contribute to project goals with minimal need for rework (we're aiming for <5% here!)Technical Skills and Qualifications:Windows and Mac whispererPrinter tamerNetwork ninjaOffice 365 guruBackup and disaster recovery expertAzure novice (but eager to learn more)IP phone system savvySupport tools master (NinjaOne, PRTG)Security watchdog (Huntress)Customer service superstarMicrosoft Office suite virtuosoCommunication wizard (both verbal and written)Tech translator (explaining complex stuff in simple terms)MSP or SI experience is a plusRelevant IT certifications (ITILv4, CCNA, MCSA) are awesomeDegree or diploma in Computer Science, IT, or related field (or equivalent experienceIs This You? This role is perfect if you:Love being the IT support MVPAble to adapt to ambiguous situationGet a kick out of solving a wide range of tech puzzlesHave an eye for detail and can contribute to technical discussionsEnjoy applying your tech skills across different areas of the businessThis might not be your cup of tea if you:Prefer to specialize in just one area of ITDon't enjoy direct client interactionLike your workday to be predictable and unchangingReady to join our tech-savvy crew and make a real impact? Apply now and let's revolutionize Managed IT Services together!