Service Delivery Engineer - 46Solutions

For over seven decades investor-owned utilities, municipalities, cooperatives, and others have entrusted their electrical construction and maintenance needs to Davis H. Elliot Company, Inc. (Elliot).Elliot is a full-service electrical contractor specializing in overhead and underground distribution, transmission, substations, lighting, traffic signaling, utility locating, and industrial/commercial services.46Solutions is a division of Davis H. Elliot Company, specializing in IT services, consulting, Cyber Security, and Audio / Video integration services. 46Solutions is seeking the following:Job DescriptionWe are looking for a Service Delivery Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.Service Delivery Engineer responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will use email to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT, or Software Engineering. Microsoft, Cisco, Linux, or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues, and are able to explain technical details simply, we’d like to meet you.Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.Some job duties include (but are not limited to):Research and identify solutions to software and hardware issuesDiagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to quickly understand the root of the problemTrack computer system issues through to resolution, within agreed time limitsTalk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritize and manage several open issues at one timeFollow up with clients to ensure their IT systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notes and manualsMaintain jovial relationships with clientsOther duties as assignedOccasional after-hour response from home or return to office (nights and weekends) is also required. Employee will need to be within a reasonable distance to the Lexington office.QualificationsAptitude and Appetite to excel as a long-term member of our teamEffective communication skills via phone and emailDesire to grow and learn new skills and technologiesProven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar roleHands-on experience with Windows/Linux/Mac OS environmentsGood understanding of computer systems, mobile devices, and other tech productsAbility to diagnose and troubleshoot basic technical issuesFamiliarity with remote desktop applications and help desk softwareAbility to provide step-by-step technical help, both written and verbalIndustry certifications are a plusAssociate or Bachelor’s Degree a plusMust be able to pass criminal background check and drug screening46Solutions continues to grow its share in the Kentucky market. Our professional approach to providing Enterprise-level IT services to small businesses in Lexington continues to receive a huge response. We believe in growth opportunities, continuing education, a team approach, and Servant Leadership. Some of the benefits we offer our team include:Short-Term Disability and Long-Term Disability InsuranceCompany Paid Life Insurance w/ additional Voluntary Life Insurance401K w/ company matchEmployee Stock Ownership ProgramPaid VacationEqual Opportunity Employer, including disabled and veterans.#J-18808-Ljbffr