IT Services Engineer Job at Robert Half in Scottsdale

We have an immediate full-time permanent position available with a MSP client of Robert Half's in the Scottsdale area. The ideal candidate would be locally based as while mostly remote, will have to come into the office as needed.

The IT Services Engineer plays a key role in troubleshooting, resolving technical issues, and implementing best practices for IT support. This individual will also work to improve response times, manage escalations, and ensure that service level agreements (SLAs) are met and service desk metrics are within target goals.

Key Responsibilities Include:

1.    Triage Help Desk & NOC queues

·      Triage support requests by phone, email, and ticketing system.

·      Triage Network Operation Center (NOC) related tickets including alert notifications for server down, performance issues, event log alerts, failed backups, EDR alerts, vendor emails, support renewals, etc.

·      Provide technical support to internal employees.

·      Participate in on-call rotation with MITS team. On call consists of one week rotation to monitor and respond to SMS alerts that may trigger after hours.

·      Assist IT Manager with managing the service desk dashboard to help ensure KPIs are within goal thresholds for items such as response time, ticket aging, client survey scores, new tickets, FCR and more.

2.    Client Support:

·      Prepare VMware host and IDS servers to deploy and support MDR and IR clients.

·      Decommission servers by completing remote data wipe.

·      Develop and maintain client relationships by working as “Primary” engineer for clients that are assigned.

·      Respond appropriately to first level escalations from IT Services Engineers.

·      Perform monthly maintenance tasks for clients assigned, such as checking backups, updating firmware, checking general network performance, patch status etc.

·      Troubleshoot client issues, including user administration, workstations, peripherals, servers, networking, backups, virtualization, printers, handheld devices, storage, wireless, etc.

3.    System & Network Administration:

·      Assist with troubleshooting of VMware & Linux-based proprietary product, both onsite and the cluster at AWS and Expedient.

·      Assist with support and maintenance on the internal network.

4.    Security and Compliance:

·      Assist with updates for network systems (VMware hosts, Nimble, Storage, switches, firewalls, QNAP).

·      Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

·      3-5 years of experience in IT support or help desk environments.

·      In-depth knowledge of operating systems (Windows, Linux, etc.)

·      Proficiency with virtualization technologies (VMware, Hyper-V etc.)

·      Experience with cloud platforms (AWS, Azure, Expedient)

·      Experience in networking (DNS, DHCP, IP addressing, routing, etc.)

·      Excellent communication and interpersonal skills, with the ability to interact with end-users and team members effectively.

·      Ability to manage multiple tasks, prioritize work, and ensure that tickets are resolved within the agree-upon timeframes.  

·      Understand service desk metrics and how they impact service levels