Johnson Service Group

IT Services Engineer Job at Johnson Service Group in Scottsdale

Johnson Service Group, Scottsdale, AZ, US

Job Description

Our Mission
Our mission is to safeguard organizations from cyber threats that others may miss. Our team of battle-hardened, and highly experienced security professionals work directly with clients to establish full network visibility and an active defense approach to security, including full packet capture and threat hunting within their environment.
Everyday our team is entrusted with the same sensitive information that cybercriminals seek to exploit. Our responsibility is to work diligently and be regarded as trustworthy professionals who hold the highest ethical and integrity standards.

IT Services Engineer Responsibilities
As a member of the Managed IT Security Services Team, the IT Services Engineer is responsible for ensuring efficient and effective support for end users, mentoring the help desk team members, and handing escalations from other team members. This role involves awareness of the team’s workload, providing technical guidance, and ensuring a high level of quality customer service for employees and clients. 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 for Appliance 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.
• Help maintain client documentation in PassPortal and IT Glue.
• The billable utilization target of 55% hours is for client support.
3. System & Network Administration:
• Assist with troubleshooting of VMware & Linux-based Appliance, 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).

IT Services Engineer Profile
The ideal candidate will:
• Adhere to our Mission, Values and Employee Handbook.
• Comply with the Non-Solicitation and Confidentiality Agreement.
• Have strong technical knowledge of hardware, software and networking.
• Have in-depth knowledge of security best practices including firewalls, access control, encryption, and compliance (e.g., SOC 2, HIPAA).

Company Description

Our people and culture make JSG a great place to work. JSG’s mission is to empower people, help our clients reach their goals, and hire motivated individuals.

Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with 40 years of experience investing in people and companies. We are always looking for great people to join our team—we want to see your success here at JSG! We can be found locally in more than 30 offices throughout the United States and Canada. JSG continues to work diligently to offer our clients and candidates world-class service and diversified offerings to fit their evolving needs.

We offer medical, dental, vision, life insurance options, paid time off, sick time, 401(k), weekly pay, and more.

Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

Company Description

Our people and culture make JSG a great place to work. JSG’s mission is to empower people, help our clients reach their goals, and hire motivated individuals.\r\n\r\nJohnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with 40 years of experience investing in people and companies. We are always looking for great people to join our team—we want to see your success here at JSG! We can be found locally in more than 30 offices throughout the United States and Canada. JSG continues to work diligently to offer our clients and candidates world-class service and diversified offerings to fit their evolving needs.\r\n\r\nWe offer medical, dental, vision, life insurance options, paid time off, sick time, 401(k), weekly pay, and more.\r\n\r\nJohnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.