Job Description
Technical Services Engineer -
Hybrid - Indianapolis, IN, United States
Reports to: Technical Support Manager
Job Type: Full-Time
The Technical Services Engineer is a critical role in WSI Technologies' Support and Service division. We prioritize delivering exceptional experiences (both internally and externally) which means this role must possess technical proficiency, a problem solver mentality and the business acumen to optimize operations across the company.
We are seeking a customer focused, technically skilled Tier 2 Support and Service Engineer to join our team. This role will provide advanced technical support and ensure the smooth operation of our clients' remote hardware and software systems. The ideal candidate will have a strong background in help desk support/technical service with a secondary focus on RMM endpoint management and automation.
Key role attributes include outstanding problem-solving abilities, effective communication, strong interpersonal skills, patience, a customer-centric attitude, and the capacity to thrive in a collaborative team environment.
As a growth company, our employees wear multiple hats to help achieve business goals. Other areas for collaboration and execution include IT operations, Tech Ops automation and process optimization, solution offering expansion, product hardware and more. Depending on the skills and expertise this individual brings to this role, they will be leveraged in other areas to grow their career and help meet organizational goals.
Key Responsibilities:
- 70 % - Tier 2 Support and Service Delivery
- Provide Tier 2 technical support/services to troubleshoot and resolve complex software, hardware, and network issues via remote and onsite work
- Collaborate with support, field engineers, customer success, sales, product management and other teams to ensure timely resolution of issues
- Serve as "support liaison" while attending and participating in various internal meetings as needed
- Document and maintain accurate records of support activities and solutions
- Provide training, participate in knowledge management efforts, and generally provide guidance to Tier 1 staff
- Manage escalated priority care customers/incidents, including holistic customer and internal communication, action plan, and follow-up
- Join on call support rotation to periodically provide critical after-hours customer support
- Mentor/train other team members
- 30% - RMM/Automation
- Manage and maintain RMM tools and operations to monitor and manage client endpoints
- Develop and implement automation scripts to streamline IT processes like OS update delivery
- Create and maintain automation solutions for support and service operations
- Assist in the deployment and configuration of new systems and software
- Conduct regular system audits and performance monitoring
- Educate and evangelize utilization of technology for support and service delivery
Qualifications:
- Bachelor's Degree in technical related field (Computer Science, Engineering, Mathematics) or 5+ years of relevant work experience
- 3+ years in technical support/helpdesk/technical service delivery
- Experience managing customer relationships, including necessary soft skills
- Experience with multi-platform Windows O/S
- Familiarity with incident management frameworks and escalation processes
- Proficiency in RMM tools and endpoint management
- Strong knowledge of automation scripting (e.g., PowerShell, Python)
- Excellent problem-solving and analytical skills
- Excellent time management and coordination skills
- Basic competency with project management fundamentals
- Strong communication and interpersonal skills
- Ability to work independently and as part of a team
- Ability to travel as necessary, up to 50%
- Must be able spend periods of time on ladders and lift 50 lbs
If you've made it this far in the job description and are unsure whether you should apply-go for it! We understand there's no such thing as a perfect candidate. You might not check every box, and that's perfectly fine as long as you have the confidence you will be able to learn quickly and help WSI Technologies be successful.
About WSI Technologies:
WSI Technologies (WSI) provides our customers with mission critical recording products and services, offering law enforcement, 911, child advocacy, and other public safety professionals the power to access information and collaborate in real time to better serve their communities. We are proud to have been named a 2023 SBDC Small Business of the Year Award Winner as well as recognized by the Indiana Tech community as a 2023 MIRA award nominee in the Exceptional Employer category.
WSI offers plenty of growth opportunities and the chance to make a big impact. We encourage team members to explore other projects that contribute to the success of the company and give the freedom to self-manage once proven key responsibilities are performed with high quality.
WSI Technologies' Core Values are to incorporate Integrity, High Quality and Respect as we work with our customers and co-workers with a "never give up" attitude. WSI Technologies is an equal employment opportunity and affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. Wsi Technologies
Job Tags
Full time, Work experience placement, Remote job,