Team Engineer
The Team Engineer technical position within WheelHouse IT. This position is responsible for maintaining the design and integrity of customer’s software systems, coordinating complex projects, and implementing software solutions.
Basic Functions:
IT Support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.
Design, implementation, and support services for Microsoft related technologies: Azure, Microsoft 365, Windows Server, etc.
Engineer and implement system solutions for customers using technologies that meet their needs.
Implement and support disaster recovery solutions.
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Remote access solution implementation and support: VPN, Azure Virtual Desktop.
System documentation and consulting services to include system reviews and recommendations.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction.
Ability to work in a team and communicate effectively.
Serve as an escalation point for service or project issues that cannot be completed within agreed service levels.
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
Document internal processes and procedures related to duties and responsibilities.
Responsible for entering time and expenses in ConnectWise as they occur.
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
Work through project tickets and phases in ConnectWise as assigned by a Project Manager.
Enter all work as service or project tickets in ConnectWise.
Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, SonicWall CSSA, or Cisco CCNA.
MSP related tool stack i.e.: ConnectWise, Kaseya
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
Diagnosis skills of technical issues.
Ability to multi-task and adapt to changes quickly.
Technical awareness: the ability to match resources to technical issues appropriately.
Service awareness of all organization’s key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast-moving environment.
Educational/Vocational/Previous Experience Recommendations:
2+ years of MSP IT experience
5+ years of IT or related experience.