Are you a problem-solving IT Pro who knows how to quickly eliminate higher-level issues for the modern small-to-medium sized business? Do you know how to not only solve a technical challenge but project confidence and let people know they are taken care of at the same time? Do you have a knack for identifying issues people did not even know they had?

If you have read this far, we welcome you to learn more about our Senior IT Service Engineer position.

Responsibilities

Echopath is seeking a Senior IT Service Engineer who will be responsible for handling service ticket escalations and onsite work at our customers. The ideal candidate will be reliable, highly motivated, possess the ability to work well individually and within our team, have a desire to learn, and a keen eye for detail and organization. The Senior IT Service Engineer takes on the additional role of ensuring the team’s ability to complete tasks on time to our quality standards. This includes mentoring and assisting other team members.

A day in the life.

In this position, expect every day to be different and fast-moving as we work to enthusiastically support our customers and make sure they are as productive as possible. A typical day includes solving a wide range of both routine and complex support requests involving software and hardware issues. You will be regularly interacting with our customers to make sure their issues are taken care of and their IT is working for them and not against them.

Our work.

Examples of the types of systems you could be supporting include Windows Servers, Windows 10, Remote Desktop Deployments, VPN’s, SAN/NAS, Virtualization, Azure, Microsoft/Office 365, Firewalls, Switches, Access Points and AV/EDR Solutions.

Benefits

• Health insurance
• Flexible Spending Account (FSA)
• 401(k)
• Life Insurance
• Small work culture
• Have input in a growing company
• Remote Work
• Paid Holidays
• Paid time off

Must be a U.S. Citizen who resides in the U.S. and pass a background check

Equal Opportunity Employer/Minorities/Female/Disabled/Veteran/Sexual Orientation/Gender Identity (EOE/AA M/F/D/V/SO/GI)

• Respond to, diagnose and resolve escalated service tickets
• Provide onsite support to customers
• Be an advocate for our customers and ensure their success with our solutions and services
• Take ownership of issues and complete tasks in a timely manner
• Mentor and assist other support technicians and engineers as needed
• Follow established priority guidelines and published processes
• Be accountable to SLAs and service KPIs
• Create, update and maintain documentation via ITGlue
• Thoroughly and accurately document problem resolution via service ticket and punctual time entry
• Lead weekly service meetings and standups with other support staff
• Achieve and maintain vendor certifications as necessary
• Available to participate in the on-call rotation and provide after-hours support as needed
• Special projects and other duties as assigned

Required Technical Skillset

• Microsoft Windows Server
• Microsoft/Office 365
• OneDrive/SharePoint
• Active Directory/Azure AD Connect
• Azure Active Directory (MFA/Conditional Access)
• Windows 10 (Azure AD Join)
• Microsoft Intune MAM/MDM
• Microsoft Azure
• Microsoft SQL Backup/Restores
• PowerShell
• Firewalls and security services
• Virtualization
• Network segmentation (subnetting/VLANs)
• Wired and wireless Local Area Network (LAN) troubleshooting
• Wide Area Network (WAN) troubleshooting
• Printers/Print Server
• Virus Remediation
• Lite Network Cabling
• IT Security Best Practices
• RMM Automation/Scripting

Preferred Solutions Experience

• WatchGuard
• Epicor Prophet 21
• VMware
• Veeam
• ConnectWise Manage and Automate
• ITGlue

Requirements

• 5+ Years of Microsoft consulting/systems administration experience
• Bachelor’s Degree in Information Systems, Computer Technology/Science, or related field
• Proven experience with the Required Technical Skillset for the position
• Demonstrable track record providing technical support to business customers
• Strong interpersonal skills and ability to effectively communicate (written and verbal) technical information to non-technical persons a must
• Reliable Transportation
• Willingness to travel (25%)

Echopath is an Indianapolis, IN-based IT Managed Services provider. We deliver IT projects, systems administration, help desk, and strategic planning services to clients across the United States. Our team takes pride in ensuring clients get the best solutions for their businesses. By combining a deep understanding of technology and their organization, we become our clients’ trusted partners in IT.