On-Site Technical Engineer - MSP

We are working with an MSP who is urgently hiring for an On-Site engineer to support some of their top clients. 

The On-Site Technical Engineer is responsible for working independently at a client location (or two client locations) to provide dedicated support.  This includes responsibility for most day-to-day technical user requests and tickets for the specified client(s). The On-Site Technical Engineer role offers opportunities for career advancement within the Managed Services and Professional Services. Depending on performance, technical skills, and soft skills, individuals in this role may progress to positions such as Project Engineer 1, Technical Engineer 3, or Technical Consultant. 

There is also an opportunity to move into a Technical Engineer 2 role within a consulting team after a one-year commitment at the client location. 

If you are interested in this opportunity, we encourage you to apply today! 

Responsibilities:

• Working Monday to Friday, primarily at a specific client location 
• Supporting the client by diagnosing, troubleshooting, and resolving intermediate technical issues
• Ticket management and client documentation consistent with processes in our Service Delivery Handbook 
• Maintaining to our Service Level Agreement by responding to user requests from clients within a 30-minute timeframe
• Follow up with end users to ensure their technical issues are resolved
• Reaching a goal of 6 billable hours daily or 30 billable hours weekly
• Reaching a goal of 75% utilization on a consistent basis
• Ability to escalate issues to appropriate consultants 
• Learning independently about our client’s ever-changing systems
• Traveling to local client locations on a daily or weekly basis, depending on client’s needs 
• Act as a mentor to other engineers within the pod  
• Collaborate with other service line and departments to ensure an effortless experience for our clients
• Doing what it takes to provide an effortless experience to the end users to build trust and credibility with the client

Skills/Must have:

• The ability to diagnose, troubleshoot, and resolve intermediate technical issues 
  • e.g. software installation and configuration, printer issues, and infrastructure issues
• The ability to troubleshoot and support Microsoft platforms 
  • e.g. M365, Active Directory, all current flavors of Windows
•  An intermediate knowledge of basic networking principles, what they mean, and how they interact 
  •  e.g. TCPIP, DNS, DHCP, LAN/WAN
• The ability to diagnose, troubleshoot, and resolve intermediate network issues
  • e.g. internet connectivity, firewalls, DNS, VPN, and patching issues
• Proficient in installing, diagnosing, and upkeep of peripheral devices 
  •  e.g. scanners, printers, and monitors issues
• 2+ years’ experience in an IT help desk or desktop support environment 
• The ability to own technical complex problems and see them through to resolution  
• The ability to work in a directed autonomy environment 
• An empathetic approach to solving client problems
• A positive, courteous demeanour
• A passion for solving problems
• Receptive to candid feedback 
• Curiosity about technology and motivation to learn independently

Benefits:

• Healthcare
• PTO

Salary:

•  $55,000 - $65,000