IT Services Engineer IV (Internal IT)

Position Summary:                                                                                                                                                        

The IT Services Engineer IV will demonstrate advanced troubleshooting skills, possess a passion for customer service, and maintain a true desire to deliver results with a sense of urgency, utilizing best practices, technical skills, technical experiences, common sense, and best judgment.

 

Essential Duties & Responsibilities:

All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary.  Any non-essential functions are assumed to be included in “other related duties as assigned”:

  • Architect advanced IT solutions.

  • Design, install and support server, storage and networking systems for our customers.

  • 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.

  • 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.

  • Approach technical issues with root cause discovery and resolution in mind.

  • Pursue mastery of an identified IT specialty that provides teammates a go-to resource.

  • Act as technical lead on projects.

  • Assist with development of Loffler product stack.

  • Other related duties as assigned.

 

Qualifications/Requirements:                                                                 

  • Strong attention to detail and follow through skills.

  • Excellent customer service, communication, and troubleshooting skills.

  • Demonstrate excellence in time management and organizational skills.

  • 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.

  • Strong understanding of networking.

  • Understanding of cabling and cabling termination.

  • Advanced technical skills across a wide range of products within our product stack.

  • Advanced competency in standing up new servers in complex environments and migrating Windows domains.

  • Advanced competency in Exchange administration and O365 migration experience.

  • Experience configuring Wi-Fi solutions within our product stack.

  • Advanced system and server administration skills.

  • Strong proficiency in VMWare.

  • Experience administrating routing, switching, and fault-tolerance solutions.

  • Experience deploying ISCSI and Fiber Channel SANs.

  • Proficiency in designing and implementing virtualization stacks.

  • Proficiency in designing and implementing IT environments in the public cloud (Azure and/or AWS).

  • Advanced proficiency in firewalls and network security including NAT and traffic rules.

  • Proficient in the design and implementation of core networks for SAN, virtualization and the public clouds.

  • Proficiency with wireless systems and site surveys.

  • Basic understanding of VOIP phone systems.

 

Education/Experience:

  • Bachelor’s or master’s degree in IT or related technical field (i.e. Computer Science, Engineering) and/or 5-10 years IT support experience.

  • Intermediate or advanced level technical certification(s) required.

 

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.

 

Loffler Core Values

What Defines our Culture.

  • Positive Attitude: Be Part of the Solution. Put Extra Effort in All You Do. Everything You Do Matters. Be a Team Player.

  • Integrity: Live the Mission. Be Honest. Deliver on Commitments. Do What is Right.

  • Innovation: Be a Visionary. Welcome New Ideas. Work Smarter.

  • Customer First Focus: Exceed Expectations. Delight Our Clients. Bring Value Every Day. Always Do a Good Job.

  • Professionalism: Commit to Excellence. Learn & Improve. Looks and Words Matters. Best in Industry; Field Expert.

  • Drive for Results: Performance-Orientated. Hard-Working. Refuse to Lose. Accountable.

  • Trustworthiness: Dependable & Reliable. Honor Commitments. Quality Counts.