Technical Services Engineer

**The person in this role will support Pacific Time Zone hours.**

The Technical Services Engineers + Local IT delivers maintenance for a primary incident solution, and it is reported to the centralized division of service desk. Usually, responsibilities include initial test, allocation of the task, research, and resolution of primary incidents and requests concerning the use of application software and hardware products along with infrastructure constituents.

The Technical Services Engineers + Local IT are accountable for gathering information through a client conversation, logging on to support tools, and additional support staff (service resources) if needed. Issues outside the scope of their capability or responsibility are fixed by senior service resources from other departments.

Technical Services Engineers + Local IT fixes the cases informed by consumers or customers. The Technical Services Engineers + Local IT typically offer the first point of contact with the client. During the incident resolving process, Technical Services Engineers + Local IT work with other experts, vendors, and specialists to solve the incidents for the customers.

Technical Services Engineers + Local IT also provide articles for users on the self-service site, update requirements, and check the status of requests.

Technical Services Engineers + Local IT must perform multiple functions effectively and simultaneously. Duties of Technical Services Engineers + Local IT may vary, but core responsibilities include the following:

Technical Services Engineers + Local IT play an administration function within the organization. This includes Desktop Support & Administration, Network Administration, and Recommending, Acquiring, and deploying new hardware for staff.

Technical Services Engineers + Local IT with regards to the Hosting Initiative build out the server infrastructure required to Host our customers environments in 3rd party cloud. Monitor and maintain the server infrastructure for performance, reliability, and availability. Provision backup and disaster recovery services for clients on the hosting initiative.

Manage Service Documentation

Technical Services Engineers + Local IT must maintain comprehensive records of the issues relating to both software and hardware. The documentation and or video is to be attached to the ticket in the CRM application. Technical Services Engineers + Local IT must be accurate and professional in their time entry descriptions to facilitate Customer Invoicing. Technical Services Engineers + Local IT maintain and develop documentation that is shared with the customers IT group. In addition Technical Service Engineers must develop and maintain internal guides and checklists to insure proper installing and deployment.

Create and forward purchase order for recommended Hardware Purchases.

Create and forward Work Orders for billable engagements.

Manage Support Requests

A significant responsibility of Technical Services Engineers + Local IT is to manage support and billable requests that can come through a range of networks, such as meeting, email, chat, and telephone. They must document issue severity and use standard procedures to resolve issues. Technical Services Engineers + Local IT must also maintain support tracking systems.

Resolve Technical Issues

Technical Services Engineers + Local IT must resolve technical issues. In some organizations, they resolve these issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation so that they can better understand their systems.

Accelerate Complex Cases

Technical Services Engineers + Local IT often must escalate customer support requests to higher-level IT System Architects when they can't resolve an issue on their own. Technical Services Engineers + Local IT will provide higher level IT specialists with details about the issue so that they can resolve it effectively.

Manage Service Documentation

Technical Services Engineers + Local IT must maintain comprehensive records of issues relating to both software and hardware.

Training

Provide education to new customers on the technical aspects of the Software applications, maintenance and deployment. Ensure the customer can maintain the Infrastructure and Platform required to run the Software effectively and optimally. In addition provide peer to peer training to create subject matter experts with the group.

Educational Requirements & Future Outlook

Technical Services Engineers + Local IT must have some kind of degree in Computer Science or a related discipline.

Certifications

When it comes to Technical Services Engineers + Local IT, there are many certificates and certification programs that focus more or less exclusively on the technical aspect of the platform, and the different job roles it helps. The higher number of credentials that they can acquire will confirm the senior level of technical support.

Certifications, such as MCSA, PCCSA can help take your career to greater heights.

Skills

Technical Services Engineers + Local IT resolve direct customer issues by support with technical knowledge to fix software and hardware configuration issues.

• Technical expertise – as they regularly play a direct role in fixing a client’s problems, Technical Services Engineers + Local IT need excellent technical and system expertise

• Problem-resolving abilities – Technical Services Engineers + Local IT are mainly problem-solvers, so they should be able to devise technical and original solutions to user problems

• Communication – operational message is key in this role since Technical Services Engineers + Local IT required to collect data about issues, prepare comprehensive notes and reports, and walk users through the stages they can take to fix software and hardware configuration problems

• Time administration – Technical Services Engineers + Local IT requires excellent time management aids and should be able to set priorities when covering multiple issues

• Team partnership – Technical Services Engineers + Local IT routinely work with customer IT personnel to resolve user issues, so they need to collaborate with team members and coworkers
• Experience with or knowledge of Azure Cloud
• Experience with or knowledge of MS SQL Server

Salary Range (Ontario & BC Only):

The estimated base salary range for this role is CAD$63,000.00 - CAD$77,000.00 per year. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in which the role may be performed. The posted range is a good faith estimate and reflects factors that are subject to change. Final offer amounts may vary based on job-related factors, including work location, candidate experience and expertise, and other relevant considerations.We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at [email protected].#LI-DY1#HB HO