[Hiring] Technical Services Engineer II @C3 Integrated Solutions

Role Description

Are you passionate about IT and enjoy working in diverse, dynamic environments? As a Technical Services Engineer II, you'll be at the forefront of ensuring seamless technical operations for our customers. This role goes beyond just troubleshooting - it involves mentoring colleagues, managing IT systems, and directly contributing to the success of our clients by delivering reliable support across various platforms. If you thrive on solving challenges and making a tangible impact, this could be the perfect opportunity for you to grow and lead within our team.

Your main responsibility will be providing comprehensive support to end-users and managing network operations within our customer environments. You will handle a variety of tasks, including:

• Resolving workstation issues
• Performing basic server and network administration
• Managing and supporting Microsoft 365
• Assisting with user administration
• Configuring new workstations and peripherals
• Addressing security concerns
• Managing software updates
• Offering technical guidance
• Mentoring team members
• Maintaining detailed documentation
• Carrying out process-driven tasks

This role is perfect for IT professionals who enjoy working with diverse individuals and excel at solving problems in fast-paced, ever-changing settings.

Qualifications

• 2+ years of experience as an administrator with Microsoft Office 365
• 2+ years of experience repairing all issues with Microsoft Windows 10 Pro
• 2+ years of experience working with Windows computers in a corporate environment
• 1+ years of experience in Windows Active Directory user and group administration
• Bachelor’s degree or equivalent work experience
• CompTIA Network+ and A+ Certification
• Expert with Windows 10 and 11/Mac OS X/iOS and Android Devices in a corporate environment, including AzureAD Domain Join
• Understanding of advanced LAN/WAN infrastructure
• Understanding of advanced server and network device hardware and functions
• Demonstrated ability to troubleshoot computer hardware and peripheral troubleshooting
• Demonstrated ability to perform server administration (user management, group management, DHCP reservations, DNS records, etc.)
• Experience working with Office 365 Suite (Exchange Online, SharePoint Online, Teams) from a Global Administrator and Service Admin perspective
• Experience working with Microsoft Endpoint Manager for device management required
• Demonstrated proficiency for learning new tasks and skills
• Demonstrated proficiency in customer service
• Ability to understand and adopt the principles of C3’s Core Values
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
• Experience working with ConnectWise Manage PSA and ConnectWise Automate
• Ability to work in a team and communicate effectively
• Ability to multi-task and adapt to changes quickly
• Ability to explain technical information in understandable language to nontechnical staff members
• The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment
• Service awareness of all organization’s key services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the need for little supervision
• Veteran preferred

Requirements

• Develop and provide technical coaching and mentoring to other help-desk employees
• Adhere to process for troubleshooting and task management
• Oversee implementation of desktop configuration management at the help desk level
• Gather accurate technical information from customers on reported issues
• Maintain accurate inventory for all IT hardware and software
• Assist with the implementation and maintenance of hardware, software, and peripherals
• Monitor and perform audits of computer systems and backups
• Responsible for documenting time and expenses as they occur
• Provide proactive communication and notification to users of pending or upcoming problems, outages, or other service issues
• Provide professional end-user support via telephone, email, or web chat services
• Provide appropriate documentation on services provided and status updates as needed
• Train and provide support to client staff on new technology implementations
• Assist users with account creation, accessing, and using IT systems and other basic user function issues as presented
• Track and route problems and requests and document resolutions
• Escalate technical issues appropriately noting accurate and sufficient information to maintain customer server levels within the organization
• Troubleshoot performance issues and issues with browsers and plugins

Benefits

• To be a part of one of the fastest-growing companies in America, and a talented team to back you up
• An awesome culture, backed up by winning several Best Places to Work awards
• Remote work opportunities
• Medical, Dental, Vision Insurance
• Four Weeks of Paid Time Off (vacation & sick leave)
• Four weeks of Paid Maternity and Paternity leave
• Two days of Paid Volunteer Time
• 401(k) with 4% Company Match
• Company Bonus Structure
• Tuition Reimbursement
• Employer-sponsored Disability & Life Insurance
• Professional Development
• This is a remote position with minimal travel