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Premier One

We do it because we love it. We do it because we have a passion for IT. And we believe you have a passion as well.

Service Engineer

Field EngineerField EngineerFull TimeRemoteSeniorTeam 11-50H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

109 days ago

Salary

$45 - $65 / hour

Seniority

Senior

Bachelor Degree5 yrs expEnglishAzureFirewallsVMware

Job Description

Service Engineer

Premier One

• 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.

Job 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.

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