The IT Technical Services Engineer is responsible for working with customers, vendors, peers, and leadership to ensure the continued success of the IT Technical Services team and to improve the end user experience by enhancing or automating business procedures. The IT Technical Services Engineer will also focus on building positive IT customer experience by increasing customer satisfaction and perception. This position requires the ability to thrive in a fast-paced professional environment dealing with all levels of the business.
What You’ll Do:
Facilitate automation or streamlining current business processes to eliminate timely tasks and to enhance the end user experience while supporting policy and procedure adherence
Act as product owner or subject matter export for applications in the MTM Technical Services environment
Recommend and implement hardware or software that meets user requirements, assisting from requirements gathering, to design and implementation
Write scripts and update processes to ensure problem resolution working to eliminate the recurring incidents
Develop knowledgebase articles to provide self-service for end users and technical knowledgebase articles for internal team members
Create, modify, or update standard operating procedures to follow policy or enhance the end user experience
Assist in the design, configuration, architecture, and deployment of customer network, server, and virtualization solutions ensuring alignment with customer and support needs
Provide technical peer consulting to team members and work with other departments to ensure customer success
Meticulously document work as well as managing and maintaining team knowledge repositories
Coordinate and independently manage small infrastructure projects by taking responsibility to drive a timely and complete delivery to the business
Collaborate with team members and management to resolve requests incidents and problems as needed
Participate in IT Infrastructure projects, assist in the field, and onsite visits as needed
Provide on-call point of escalation as needed for covered applications or processes
Concisely document IT support processes and end user documentation for new solutions to be adopted by IT Service Desk
What You’ll need:
High School Diploma or G.E.D.
Associates Degree in IT related field (preferred)
5+ years of end-user support experience in a technology related field, providing support to a wide range of infrastructure components
Experience administering, managing, and supporting enterprise level management solutions such as Active Directory, and Microsoft Exchange/Office 365, and Windows Server environments
Experience delivering a wide range of technical knowledge and expertise to resolve a customer’s IT challenges is critical
Experience with ticket management and remote monitoring/management tools
Even better if you have...
Microsoft Certified Professional, preferred
Strong documentation skills applied to both work and knowledge base creation
Strong ability and desire to learn and grow professionally
Consistent attention to detail
Working Knowledge of SCCM, Intune, Workspace One or other application and system management software
Working understanding of one or more scripting languages such as PowerShell, Auto IT, Visual Basic etc.
A basic understanding of the software release cycle
Experience working with change management systems
Outstanding customer service skills and the ability to convey technical ideas to a non-technical audience
Advanced understanding of operating systems, business applications, printing systems, and network systems
Self-motivation and the ability to operate independently while balancing multiple projects, priorities, and meeting deadlines
Strong collaboration skills and the ability to work closely with direct team and departmental team members on projects, problem solving and day to day operations
What’s in it for you:
Health and Life Insurance Plans
Dental and Vision Plans
401(k) with a company match
Flexible Scheduling
Paid Time Off and Holiday Pay
Maternity/Paternity Leave
Casual Dress Environment
Tuition Reimbursement
MTM Perks Discount Program
Leadership Mentoring Opportunities
Salary Min: $60,000
Salary Max: $72,000
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.
Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture.