IT Services Engineer II

Loffler Companies; Saint Louis Park (MN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health and dental insurance

Retirement plans

Paid time off

Job summary

Loffler Companies in Minnesota is seeking an IT Services Engineer II to apply troubleshooting and technical expertise to deliver results with urgency and high-quality service.

You'll handle user support, document and resolve service requests, collaborate with colleagues, and mentor peers while upholding security controls and company policies.

Qualifications

• Associate's or Bachelor's degree in IT or related field or equivalent experience.
• 2-3 years IT support experience.
• Associate or intermediate level IT certifications preferred.

Responsibilities

• Provide IT generalist support to customers and build technical understanding.
• Document and resolve service requests and alerts, including escalations.
• Collaborate with colleagues to achieve superior customer service.
• Answer support calls daily and drive timely resolutions.
• Publish documentation in the knowledge base and maintain standards.

Skills

Customer service

Troubleshooting

Communication

Time management

Team player

Driver's license

Education

Associate's or Bachelor's in IT

IT certifications (preferred)

Tools

Server hardware

Networking fundamentals

Firewalls & NAT

Windows/OS expertise

Job description

As an IT Services Engineer II, you will use your troubleshooting skills and technical expertise to provide excellent customer service and deliver results with a sense of urgency. You are part of a team that makes a difference, exceeds customer expectations, and has fun doing it.

Essential Duties & Responsibilities

• Provide IT generalist support to customers while building greater technical understanding and awareness.
• Document and resolve incoming service requests and alerts, including escalations and manufacturer support.
• Collaborate with colleagues to achieve superior customer service.
• Answer support phone calls on a daily basis.
• Increase responsiveness and implement permanent resolution of issues by identifying trends in service histories.
• Create and publish documentation in the knowledge base.
• Contribute to and maintain system, installation, and configuration standards and procedures.
• Share newly acquired information with peers to improve support team capabilities.
• Comply with internal security controls and procedures for Loffler and customers.
• Provide mentoring and training of other engineers.
• Monitor service boards and work service requests or route to appropriate team members.
• Approach technical issues with root cause discovery and resolution in mind.
• Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.
• Other related duties as assigned.

Qualifications/Requirements

• Minimum of three days in office
• Strong attention to detail and follow through skills.
• Excellent customer service, communication, and troubleshooting skills.
• Demonstrate excellence in time management and organizational skills.
• Confident, professional phone presence.
• Aptitude for creative and alternative solutions.
• Strong desire to learn, demonstrating independent initiative in seeking new knowledge.
• Strong team player.
• Good judgment and technical common sense.
• Proficient in server and workstation hardware, operating systems, and software.
• Basic understanding of networking.
• Understanding of cabling and cabling termination.
• Proficiency in firewalls and network security including NAT and traffic rules.
• Beginner and/or intermediate technical skills across a wide range of products within our product stack.
• Candidates must possess a valid driver's license, maintain an acceptable driving record, and provide proof of minimum auto insurance coverage as required by state law.

Education/Experience

• Associate's or bachelor's degree in IT or related technical field (i.e. Computer Science, Engineering) and/or 2-3 years IT support experience.
• Associate or intermediate level technical certification(s) preferred.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Work Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High energy position dealing with clients on a daily basis.
• Requires occasional evening and/or weekend work for both scheduled and on-call activities.
• Ability to lift 40 pounds.

For information on the physical demands of this job, see Human Resources.

The posted range for this position represents a good faith estimate of the minimum and maximum starting compensation for this role. In addition to the base salary, we offer a comprehensive benefits package that includes health and dental insurance, retirement plans, and paid time off.

Benefits

• Health and dental insurance
• Retirement plans
• Paid time off

Loffler Companies is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace.