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.

PLEASE SEND A COPY OF YOUR LATEST RESUME TO [email protected].

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.