Service Engineer

JOB SUMMARYAs a Service Engineer within our Managed Services team, you will serve as both an escalation point for complex technical issues and a key contributor to project delivery initiatives. This dual-role position requires a strong technical foundation, excellent problem-solving skills, and the ability to work collaboratively across teams and partner environments.You will be responsible for resolving high-impact incidents that exceed Tier 1 and Tier 2 support capabilities, ensuring minimal disruption to partner operations. In parallel, you will participate in the planning, implementation, and optimization of IT infrastructure and service delivery projects, contributing to continuous improvement and partner satisfaction.This role demands a proactive mindset, strong communication skills, and a commitment to delivering exceptional service in a fast-paced, partner-focused environment.ESSENTIAL FUNCTIONS OF THE JOBEscalation Support - Troubleshoot and resolve escalated service tickets involving complex issues across:Line-of-business applicationsOperating systems and hypervisors (e.g., VMware, Hyper-V, Windows Server, Linux, etc.)Hardware configurations including servers, firewalls, L2/L3 switches, wireless infrastructure, and VoIP systemsProject Delivery - Lead or support the full lifecycle of technical project delivery, including:Scoping (Pre-Sales Engineering) - Collaborate with account managers and vCIOs to assess partner needs and recommend solutions that align with business objectives and technology stack. This includes systems analysis, technical consulting, and solution design.Planning - Define project scope, develop project plans, determine resource requirements, and schedule execution. Ensure alignment with partner expectations and internal delivery capabilities.Implementation - Execute project tasks including configuration, deployment, and support of infrastructure, systems, and applications. Maintain high standards of quality and documentation throughout the process.Wrapping - Validate solution functionality with the partner, conduct post-mortem reviews to capture lessons learned, and update internal and partner-facing documentation to reflect the final state and support future operations.Team Development & Leadership - Act as a subject matter expert and mentor to junior technical staff by providing guidance, sharing knowledge, and fostering skill development. Contribute to the growth of the technical team through coaching, collaborative problem-solving, and helping to shape best practices and internal training initiatives.Strategic Partner Engagement - Work alongside the vCIO and Service teams to support partners' business and technology strategies, ensuring that technical solutions are aligned with long-term goals.Partner Communication & Service - Provide exceptional customer service by communicating ticket and project updates clearly, frequently, and professionally. Build trust and maintain strong partner relationships.Continuous Learning & Development - Proactively enhance technical and professional skills through hands-on experience, formal training, and certification programs.Operational Efficiency & Automation - Identify and implement opportunities to improve service delivery through automation, scripting, and tool development.Other Duties as Assigned - Flexibly support additional tasks and responsibilities as needed to meet team and partner needs.SKILLS AND ABILITIESProfessional & Interpersonal SkillsStrong commitment to delivering exceptional customer service with empathy, professionalism, and urgencyAbility to act with a sense of urgency while maintaining attention to detail and accuracyEffective multitasking and time management in a fast-paced, dynamic environmentClear, concise, and professional communication-both written and verbal-with partners and internal teamsAbility to work independently with minimal supervision, as well as collaboratively within cross-functional teamsSkilled in preparing, organizing, and presenting technical and strategic information to both technical and non-technical audiencesWillingness to work flexible hours, including after-hours and on-call rotations as neededTechnical & Project Delivery SkillsAdvanced troubleshooting and diagnostic skills across a wide range of technologies and platformsStrong understanding of LAN/WAN architecture, routing, switching, VLANs, VPNs, and firewall configurationsProficiency in Windows desktop and server operating systems (XP, 7, 8, 10, 11; Server 2008 R2 through 2022)Experience with Microsoft 365 administration and support, including Exchange Online, Teams, OneDrive, and SharePoint OnlineWorking knowledge of Azure services including virtual machines, storage, networking, and identity managementFamiliarity with Entra ID (formerly Azure AD) for identity and access management, including conditional access, MFA, and role-based access controlExperience with SharePoint Online configuration, permissions, and content managementProficient in Microsoft Office applications, including Visio for network and system diagrammingEXPERIENCE REQUIREMENTSMinimum of five (5) years of experience in an IT support, consulting, or service delivery role within a managed services or enterprise environmentProven experience resolving escalated technical issues across a wide range of technologies.Demonstrated experience in delivering technical projects from scoping through post-implementation reviewStrong background in partner-facing roles with a track record of providing exceptional service and communication to end users and business stakeholdersStrong background in partner-facing roles with a track record of providing exceptional service and communication to end users and business stakeholdersFamiliarity with automation tools and scripting to improve operational efficiency is a plusOngoing commitment to professional development through certifications, training, and hands-on learningEDUCATION / CERTIFICATION REQUIREMENTSBachelor's degree in Information Technology, Computer Science, or a related field is preferred; equivalent professional experience will be considered.One or more of the following industry certifications are preferred (or equivalent experience):Microsoft: Azure Administrator, Azure Virtual Desktop Specialty, Azure Solutions Architect, Microsoft 365 AdministratorNetworking: Network+, CCNA, CCNP,Valid driver's license and proof of insurance required; must maintain an acceptable driving record.PHYSICAL REQUIREMENTS ESSENTIAL TO PERFORM THE DUTIES OF THE JOBFrequently communicates with co-workers, customers, and vendors in person, on the telephone, and on the computer to provide assistanceFrequently operates a motor vehicle while traveling to partner siteFrequently exposed to outside elements when traveling to partner siteFrequently sits and/or stands for long periods of timeFrequently uses the computer with fingers and hands for documentation, research, and troubleshootingFrequently works in a well-lit, tempered roomFrequently views the computer to perform dutiesFrequently bends, stoops, kneels, or climbs when installing or moving computers, monitors, servers, etc.Occasionally lifts objects such as office supplies, computers, monitors, and servers with weight up to 50 pounds