Services Engineer II

Fully Remote
Full-Time

Let’s Talk About You

Are you an experienced IT professional that thrives in a client first-environment and can’t stop talking about all things Infrastructure? At MicroAge, our Engineers make things happen for our clients and their IT goals—supporting technology initiatives at every stage. We work across a multitude of industries within the SMB sector and beyond and consider ourselves a high-octane team of A-players. If you’re a proven, experienced IT pro who doesn’t miss the details then let’s talk. MicroAge offers a competitive compensation plan and culture that lets you set and own your goals.

Note: This position could involve approximately 15% travel. We will reassess this need as travel restrictions are lifted.*

About MicroAge

At MicroAge, our Engineers make things happen for our clients and their IT goals—supporting technology initiatives at every stage. We work across a multitude of industries within the SMB sector and beyond and consider ourselves a high-octane team of A-players. MicroAge offers a competitive compensation plan and a culture that’s landed us on the Phoenix Business Journal’s Best Places to Work eight times.

As a Services Engineer II, you will:

  • Lead and support client engagements by establishing your expertise and influencing the client where necessary
  • Effectively utilize MicroAge methodology of Discover, Plan, Implement, and Document to deliver consistent results and timely project completion
  • Rely on strong problem-solving skills to understand and resolve both simple and complex technical issues
  • Provide communication to customer inquiries via phone, email, and our internal ticket system, meeting, or exceeding SLA response times
  • Create detailed and thorough project documentation and Visio diagrams that even the higher-ups will love
  • Enable clients to get the most out of their technology; help them work smarter not harder
  • Internally identify areas in which we can help clients with future opportunities
  • Follow company process and standards to ensure efficient workflow and quality results
  • On occasion, work after business hours and weekends, depending on client needs
  • Perform on-call support duties on a rotating basis
  • Provide guidance and direction to Service Engineer II and Service Engineer IIIs

What experience you need to be successful:

  • Take ownership of assigned tasks
  • Contribute expertise to MSP projects
  • Handle escalations from the Services Engineer I team
  • Drive tickets to closure meeting SLAs and client expectations
  • Provide coordination of service via phone and email, using our PSA system
  • Be able to adapt and learn quickly
  • Possess the ability and desire to develop relationships with clients and internal staff
  • Follow the process and identify possible improvements
  • Ensure proper time management skills
  • Have exceptional written and verbal communication skills
  • Perform on-call support duties on a rotating basis
  • Be familiar with working in ConnectWise Manage/Automate/ITBoost
    • Work Experience
      • IT Experience: 3 years required, 4 years preferred
      • MSP Experience: 1 year required, 2 years preferred

       

      Here are the Must Have Technical Qualifications…

       

      High level working knowledge and experience in the following technologies:

      • Microsoft
      • AADC
      • Active Directory
      • Certificates
      • DNS
      • DHCP
      • Microsoft Windows 2008/2012/2016/2019
      • RDS
      • WSUS

      Virtualization experience and management

      • Hyper-V
      • VMware

      Perform and Validate Monthly Maintenance and Updates on Systems and Network Devices:

      • VMware Updates
      • Windows Updates
      • Network Device Updates

       

      Experience troubleshooting and configuring firewalls, routers, switches and wireless

      • SonicWALL
      • Fortigate
      • Meraki
      • Ruckus
      • Ubiquiti
      • HP
      • Cisco

       

      Knowledge and experience with advanced networking principles.  Ability to create network diagrams and other internal use documentation.  Hardware, networking, and PC operating system advanced troubleshooting skills

       

       

       

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