Level 1 Service Engineer

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

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

 The Miller Group is looking for 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 multi-task while responding to assigned service requests to meet Service Level Agreements and will need to provide technical support via remote support tools/email or phone for various hardware and software applications in a diverse and varying customer environment. A successful applicant will possess superior customer service skills, high 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. 

 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 inquires  
  • Above average written and verbal 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:  

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

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