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Senior IT Solutions Engineer

2 months ago

Fort Wayne, Indiana, United States IntegraONE Full time
Job Summary

We are seeking a highly skilled IT Solutions Engineer to join our team at IntegraONE. The ideal candidate will be proficient in server administration and have experience with VMware. Networking knowledge is a plus but not a requirement. This role involves handling escalations for technical support calls with some travel required.

At IntegraONE, we provide top-notch IT solutions to businesses of all sizes. Our comprehensive services include patching endpoints, server administration, email and Microsoft 365 support, end-user help desk support and more.

We pride ourselves on delivering exceptional customer service and innovative technology solutions to meet our clients' evolving needs.

Key Responsibilities
  • Manage and prioritize incoming technical support tickets, ensuring timely resolution and adherence to service level agreements (SLAs).
  • Serve as an escalation point to diagnose and troubleshoot complex technical issues reported by clients and monitoring tools, utilizing a combination of remote tools (where applicable).
  • Provide excellent customer service by communicating with clients in a professional and courteous manner, keeping them informed throughout the technical support process.
  • Document all technical support interactions, resolutions, and troubleshooting steps accurately and thoroughly in our ticketing systems.
  • Proactively identify recurring technical issues or trends and recommend solutions to prevent future occurrences.
  • Utilize IT Glue and Professional Services Automation (PSA) system to track and manage client technical support tickets, ensuring accurate documentation and timely resolution of issues.
  • Assist with the implementation and maintenance of IT solutions, including software upgrades, system migrations, and networking configuration.
  • Stay up to date on industry trends and best practices in IT service management, continuously improving technical skills and knowledge.
  • Participate in team meetings, knowledge-sharing sessions, and training programs to enhance collaboration and professional development.
  • Provide training and support to junior IT staff.
Qualifications
  • Minimum of 6 years of experience in IT support and server administration, and or similar role within the MSP Industry.
  • Proficiency in VMware administration.
  • Strong technical expertise in patching endpoints, server administration, email and Microsoft 365 support, and other IT Services.
  • Strong problem-solving skills and the ability to handle escalations effectively.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Willingness to travel up to 10%.
  • Experience with ticketing systems and ITIL frameworks is a plus.
  • Certifications such as CompTIA Network+, CompTIA Security+ are a plus.
Work Environment
  • Hybrid work environment with a mix of remote and on-site work.
  • Collaborative and supportive team culture.
  • Opportunities for professional growth and development.