Service Engineer

Are you looking for an engaging and dynamic workplace where you can utilize your skills as a Level 1 Service Engineer? If so, you might be a great fit for our team at The Miller Group! We are currently seeking a Service Engineer who will handle service requests and resolve or escalate service requests to upper-level support staff.

This role requires a self-starter who is able to multitask and respond to assigned service requests while respecting the Service Level Agreements. The Service Engineer will also provide technical support using email, telephone and remote tools for various hardware and software applications.

A successful applicant will possess superior customer service skills and thrive in a diverse and varying customer environment. Furthermore, applicants should be well-versed in computer/technical skills, have an eagerness to learn, be team-oriented and have a strong commitment to excellence. Experience with a Managed Services Provider company (MSP) is preferred.

Employment Type: Full-time, intermediate level with potential for advancement

Hours: Monday through Friday, 8:00 am – 4:30 pm

General Responsibilities:

  • Promptly responding to client inquiries received at the Support Desk (by phone, email or various communication tools) and accurately diagnosing, prioritizing and documenting the service requests in a ticketing system
  • Gather and analyze information about the customer issue and determine the best way to resolve problem directly or by escalating and dispatching other resources
  • Remote troubleshooting and diagnosis of hardware, software, network, and printing problems
  • Provide first-line software support and work as software support liaison
  • Perform general maintenance on hardware and software in MS Windows and Apple OS environments to install, troubleshoot and maintain TCP/IP WAN/LANs and networked devices
  • Perform virus/malware detection and removal
  • Must be able to communicate critical information with technical and non-technical customers in a courteous and professional manner
  • Provide limited onsite client service as required
  • Receive and document technical equipment as it’s delivered
  • Replace computer hardware as failures occur
  • Initial setup and configuration of new computer hardware for client sites
  • Documentation and data entry — adding entries into a documentation database as needed

Skills:  

  • Strong experience with Windows XP/Windows 7/Windows 8/Windows 10/MacOS
  • Experience with Windows Server Environments 2003/2008(R2)/2012(R2)/2016/2019 including Active Directory
  • Microsoft Office 2007/2010/2013/2016/2019 experience including Outlook and Office 365
  • Understanding of core networking technologies including DNS, DHCP, and VPN
  • Experience with email setup/configuration (IMAP/ SMTP/ POP)
  • Experience using a help desk ticketing system or PSA tool, preferably Autotask
  • Familiarity with backup administration and disaster recovery processes (cloud, BDR, File Backup)
  • Experience using remote support tools
  • Applying solutions found in the knowledge base and detecting trends from previous customer inquiries
  • Above average written and verbal communication skills

Other Beneficial Skills:  

  • RMM tool experience, preferably Autotask
  • DEM SonicWALL, Ubiquiti, Linksys, Cisco, and Araknis networking equipment
  • Virtualization experience (Hyper-V)
  • Scripting experience
  • VOIP experience

Requirements for consideration:  

  • Associate degree or equivalent education and work experience required
  • Minimum 5 years of experience
  • MCP Required
  • Ability to identify and solve problems with limited supervision
  • Comfortable asking for help and escalating tickets
  • Strong problem-solving skills
  • Thorough attention to detail
  • Ability to work in a team-oriented environment
  • Excellent time-tracking and submission of detailed activities with clients for invoicing purposes
  • Ability to safely lift 50 lbs
  • Good understanding of security principles and practices
  • Desire to provide outstanding customer experience

Travel:  

This position may require some travel around the Saint Louis metro area. Therefore, a reliable vehicle is required. The Miller Group will provide a company vehicle for use to and from the client's location.