Allegiant Technology Hiring for Technician – Tier 1 (System Engineer) Job at Leawood, KS Full Time

The System Engineer is the 2nd point of contact for customers with service requests. They promptly respond to these requests and attempt to resolve them on the first call. If the request cannot be resolved expeditiously, the System Engineer gathers additional details, determines the appropriate resource, and escalates the ticket. System Engineers help clients with answers to “how do I…” questions on supported hardware and software, enabling the user to return to productive work more quickly. System Engineers also assist with projects and onsite service requests. They install, configure, and test technology and, when appropriate, show the client how to use it. A key responsibility of System Engineers is thorough and accurate documentation of their work in the service ticket.

Duties & Responsibilities:

Professional Services

• Participate in project handoff, kickoff, and planning sessions as required to understand the scope of services and client requirements.
• Assist the project manager with the technical aspects of implementation planning for a project.
• Configure and install on-premise and hosted solutions in compliance with the solution design.
• Conduct testing and issue remediation for technology solutions before cutover and go-live.
• Provide First Day of Service (FDOS) support to client users.
• Create and maintain accurate documentation for client system builds and configurations.

Technical Support Services

• Serve as rapid, first-level response for client support issues. Attempt to resolve the service request on the first call.
• Gather the necessary information from the client to diagnosis and troubleshoot assigned issues, and accurately document these details in the service ticket notes.
• Document thorough descriptions of hardware or software failures so they can be referenced by escalation engineers or in future lessons learned discussions.
• Resolve help desk / first-level issues based on personal knowledge or by referencing the appropriate knowledge base.
• Travel to client sites to install, configure, or troubleshoot technology as required by a service request.
• Provide training to client users on supported software and equipment operation.
• Escalate support issues to more senior engineers or vendors if they cannot be resolved within the designated timeframe.
• Actively participate in team stand-up meetings and ticket reviews; be prepared to discuss the current state of any assigned work.
• Correctly complete key service ticket parameters and enter accurate notes regarding work done on a service ticket. Keep the service ticket status updated as work progresses.
• Examples of service requests resolved by System Engineers include:
• > Physical layer network issues
• > Password problems
• > Software installation and removal
• > Hardware / software setup verification
• > Assistance using desktop application menus

Proactive Systems Management

• Assist with regular maintenance tasks, such as verifying backups, when assigned. Initiate service tickets for anomalies.
• Create and maintain client system documentation and update it in a timely manner following a configuration change.

Qualifications and Requirements:

• Relevant IT/Telephony certifications
• 1+ year in a direct customer-facing service role
• Experience with:
• > Networking principles: routing, subnetting, VLAN, NAT, protocols, DNS, DHCP, VPN
• > Windows Server 2008, 2012, 2016
• > Active Directory
• > Windows 7, 8, 10
• > Remote administration tools
• > Mail servers and apps, spam filtering
• > User application configuration and troubleshooting
• > Event logs and correlation/troubleshooting
• > Thorough documentation
• > Backup and restore technologies
• > Triaging voice and data service/quality issues
• > Hardware assembly, disassembly, troubleshooting, maintenance

Job Type: Full-time

Pay: $40,000.00 – $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Leawood, KS 66211: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Leawood, KS 66211