Senior IT Service Engineer

We are Seeking a Senior IT Service Engineer to join a leading Technology Services company in Asheville, NC! Perks include competitive salary, excellent benefits, matching 401K and more!

The Senior IT Service Engineer provides technical leadership and exceptional customer service for managed service clients. With a focus on Tier 3 technical issues and a deep understanding of the technical environment of a key group of clients, the engineer will also assist with Tier 1 and Tier 2 issues and customer projects as needed.

Responsibilities:

The Senior IT Service Engineer:

§Provides exceptional customer service and maintains a calm and professional tone in all customer communications.

§Should generally not work on a trouble ticket for more than 4 hours without seeking escalation.

§Be available in telephone queue to answer customer calls and assist with IT needs or direct customer to appropriate resource.

§Serve as Tier 3 escalation within Service Group, has extensive customer and technical knowledge and enabling them to perform an assist on all task within the service group.

§Participates in on-call rotation.

§Provides end user support for projects as assigned by service management in alignment with engineering needs.

§Participates in back-end execution of managed services projects at the direction of service management and engineering team.

§Provides end user support for projects as assigned by service management in alignment with engineering needs.

Requirements

Experience

§Bachelor’s Degree preferred, or High School Diploma required.

§This position requires 5-8 years of in Information Technology including end user, Windows server, Azure cloud, M365 and networking configuration and support.

§Experience in an MSP and relevant tools including CW Manage, IT Glue and Kaysea VSA is preferred.

§Experience with standard vendors (or similar tech) is preferred including Datto, Fortinet, SonicWall, StorageCraft and AppRiver is preferred.

§The ability to provide excellent Customer Experience (CX) is essential.

§Demonstrate proficient writing and speaking skills.

§Must be proficient in Microsoft Office applications.

§Comfort using a wide variety of IT-specific applications.

Other Requirements

§Must possess a valid driver’s license.

§Can successfully pass a drug screen and background check.

§Must be able to see color to discern color-coded wiring.