General Summary
The Service Engineer II (Tier 2) is responsible for supporting our clients, both remotely and onsite, as well as taking the lead on projects. EGLtech is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills, and have the desire to learn and be involved in all aspects of IT.
Core Job Responsibilities
Project Work:
- Microsoft 365 configuration/migration
- 3CX VoIP phone system implementation
- Workstation delivery and installation at client offices
- Networking infrastructure such as Meraki, Watchguard and Unifi
- Sharepoint Online configuration/migration
Remote & Onsite Support:
- Deliver, install, and/or support devices onsite at client offices - including desktops, laptops and network infrastructure
- Remotely support client devices via phone or Ninja QuickConnect
- Configure, manage and troubleshoot Microsoft-related technologies - Windows Server, Azure, Microsoft 365, SharePoint, etc.
- Visit client sites in the West Michigan area to perform proactive and reactive services and assessments
- Support for the 3CX VoIP phone system
- Service and support at the network level: WAN/LAN connectivity, routers, firewalls, security, VPN, terminal services, and more.
Active Directory and Group Policy:
- Manage user accounts, security groups and policies.
- Ensure proper access control and permissions.
Microsoft 365 Suite:
- Administer Microsoft 365 services including Exchange, SharePoint, Entra, Teams, and OneDrive.
- Collaborate with end-users to optimize productivity tools.
Networking:
- Configure and manage firewalls, switches, and access points.
- Maintain DNS and DHCP services.
Additional Responsibilities
- Respond to escalated client requests in a timely manner meeting or exceeding the SLA.
- Act as the liaison between sales and delivery by taking business objectives/requirements from the client and designing solutions based on clients’ needs.
- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
- Document internal processes and procedures related to duties and responsibilities.
- Develop an in-depth knowledge of the service catalog and how it relates to our clients' needs.
- Ability to maintain ownership and remain in contact with the client through completion of the ticket or request.
- Responsible for entering time and expenses in ConnectWise as they occur.
- Work through project tickets and phases in ConnectWise as assigned by a Project Manager.
- Enter all work as service or project tickets in ConnectWise.
- Follow up with clients to ensure their expectations have been met.
- Remain up-to-date with current and future technologies emerging in the industry.
Knowledge, Skills and Abilities
- Service minded, client-first mindset.
- Ability to manage multiple projects, activities and tasks simultaneously.
- Ability to work on a team and communicate effectively.
- Willingness to be a leader and team player within the service team.
- Ability to multi-task and adapt to changes quickly.
- Strong oral and written communication skills.
- Ability to work in a team and communicate effectively.
- Organization – this role involves a varying range of tasks and responsibilities.
- Attention to detail – grammar and friendliness are critical in all internal and client communication.
- Exhibits patience and persistence in the face of obstacles.
Benefits for Service Engineer II
- Quarterly bonuses
- Trainings and certifications
- Health and dental benefits
- 401k
- PTO & remote/work-from-home opportunities
- Work on projects
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
Compensation package:
- Hourly pay
- Overtime pay
- Quarterly bonus
Schedule:
- Day shift
- Monday to Friday
Ability to Relocate:
- Holland, MI 49423: Relocate before starting work (Required)
Work Location: Hybrid remote in Holland, MI 49423