Senior IT Services Engineer

Given our rapid expansion, Fidelis is looking to expand its IT technical team with hiring a Senior IT Services Engineer to work from our Tukwila, WA office.

Compensation: TBD (based on experience).

Department: Operations – Corporate

Description: We’re looking for a smart, capable, and all-around enjoyable technician to help support our IT Support and Managed Services clients.

What you’ll be doing on a daily basis:

  • Provide technical remote/phone/onsite support.
  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  • IT Support relating to technical issues involving Mac computers and software.
  • Support of back-up and disaster recovery solutions.
  • Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Remote access solution implementation and support: VPN and Terminal Services.
  • Assist with implementations, migrations and professional service projects.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • System documentation maintenance and review in Autotask.
  • Communication with customers is required: keeping them informed of incident progress and resolution of service request, notifying them of impending changes or agreed outages.

Additional Duties & Responsibilities:

  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Escalate service requests that require engineer level support.
  • Document all current and new systems as changes occur.
  • Responsible for entering time and expenses as they occur.


Who you are:

  • 3-5 years of experience in an MSP or company helpdesk environment.
  • Exceptional customer service skills with at least 3 years of customer service experience.
  • Advanced skills at troubleshooting and fixing computer problems.
  • Extremely passionate about technology. If your idea of a good time is installing new PC/Server hardware on a Friday night, then you’re a perfect fit for us.
  • Fast learner, advanced ability to absorb and retain knowledge of new technologies.
  • Take responsibility for your work and your mistakes.
  • Always on time, and sometimes early because you’re just cool like that.
  • Advanced understanding of operating systems, business applications, printing systems, and network systems.
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Service awareness of all organization’s key IT services for which support is being provided.
  • Self-motivated with the ability to work in a fast moving environment.
  • Autotask, IT Glue, WatchGuard, and Datto or compatible experience preferred but not mandatory.

Finally, Why you’ll love us!

We’re a fun place to work and we value our employees. We are looking for someone who is a good fit for our hard-working, ambitious, customer-driven team. If that sounds good to you, please submit a cover letter and resume.

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