What Will Your Job Look Like? The IT Technical Services Engineer is responsible for working with customers, vendors, peers, and leadership to ensure the continued success of the IT Technical Services team and to improve the end user experience by enhancing or automating business procedures. The IT Technical Services Engineer will also focus on building positive IT customer experience by increasing customer satisfaction and perception. This position requires the ability to thrive in a fast-paced professional environment dealing with all levels of the business.
What You'll Do: Facilitate automation or streamlining current business processes to eliminate timely tasks and to enhance the end user experience while supporting policy and procedure adherence Act as product owner or subject matter export for applications in the MTM Technical Services environment Recommend and implement hardware or software that meets user requirements, assisting from requirements gathering, to design and implementation Write scripts and update processes to ensure problem resolution working to eliminate the recurring incidents Develop knowledgebase articles to provide self-service for end users and technical knowledgebase articles for internal team members Create, modify, or update standard operating procedures to follow policy or enhance the end user experience Assist in the design, configuration, architecture, and deployment of customer network, server, and virtualization solutions ensuring alignment with customer and support needs Provide technical peer consulting to team members and work with other departments to ensure customer success Meticulously document work as well as managing and maintaining team knowledge repositories Coordinate and independently manage small infrastructure projects by taking responsibility to drive a timely and complete delivery to the business Collaborate with team members and management to resolve requests incidents and problems as needed Participate in IT Infrastructure projects, assist in the field, and onsite visits as needed Provide on-call point of escalation as needed for covered applications or processes Concisely document IT support processes and end user documentation for new solutions to be adopted by IT Service Desk What You'll need: High School Diploma or G.E.D. Associates Degree in IT related field (preferred)5+ years of end-user support experience in a technology related field, providing support to a wide range of infrastructure components Experience administering, managing, and supporting enterprise level management solutions such as Active Directory, and Microsoft Exchange/Office 365, and Windows Server environments Experience delivering a wide range of technical knowledge and expertise to resolve a customer's IT challenges is critical Experience with ticket management and remote monitoring/management tools Even better if you have... Microsoft Certified Professional, preferred Strong documentation skills applied to both work and knowledge base creation Strong ability and desire to learn and grow professionally Consistent attention to detail Working Knowledge of SCCM, Intune, Workspace One or other application and system management software Working understanding of one or more scripting languages such as PowerShell, Auto IT, Visual Basic etc. A basic understanding of the software release cycle Experience working with change management systems Outstanding customer service skills and the ability to convey technical ideas to a non-technical audience Advanced understanding of operating systems, business applications, printing systems, and network systems Self-motivation and the ability to operate independently while balancing multiple projects, priorities, and meeting deadlines Strong collaboration skills and the ability to work closely with direct team and departmental team members on projects, problem solving and day to day operations
What's in it for you: Health and Life Insurance Plans Dental and Vision Plans 401(k) with a company match Flexible Scheduling Paid Time Off and Holiday Pay Maternity/Paternity Leave Casual Dress Environment Tuition Reimbursement MTM Perks Discount Program Leadership Mentoring Opportunities Salary Min: $60,000 Salary Max: $72,000 This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process. Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM's People & Culture.
