IT Tech Support - Engineer - Missoula, MT

  • Alter Enterprise
  • Dec 21, 2021
Full time Information Technology

Job Description

IT Engineer - MISSOULA, MT

Skilled at Computer Troubleshooting?

Good Communicator and Great with People?

Want to be part of a professional team in an established, high-growth company?

We’re one of the area’s top Managed Technology Services Firms and we’re looking for our next IT Technician at the Engineer level. We are seeking a motivated person with awesome people skills, strong communication abilities and, most importantly, well developed technical skill to join our team.

You’ll work from our comfortable offices located in Missoula, MT supporting our client’s technology systems such as desktops, laptops and mobile devices via phones and email. You’ll also work onsite at our client’s offices and facilities. This position requires the candidate to identify user problems promptly, develop solutions and always maintain our high level of customer satisfaction. You will be in one of the primary positions for our team so you must be a self-starter as well as a great problem solver.

Here’s why you should work for us:

Looking for a welcoming, upbeat company that supports your professional growth and puts you on the cutting edge of the technology service industry? We’re a fast-growing, innovative team in a well-established company with an unmatched reputation.

As part of our Full-Time staff you’ll enjoy:

  • Great pay
  • Benefits (Medical, Dental, Visions, 401K)
  • Paid Time Off
  • Company Provided Training
  • Growth Opportunities with a proven

industry leader

  • Fun office events
  • Entrepreneurial approach and spirit
  • Open workspace promoting collaboration and team learning

The Engineer Position:
Your work as an Engineer will be remotely supporting desktops, networks and user issues via phone, email and remote access tools and onsite at client locations. You’ll travel to client locations support to troubleshoot, install and maintain equipment. You will need to demonstrate strong diagnostic and project skills. Your day to day will include ticket escalation and being a SME (subject matter expert) point person for the team and our clients. Your goals for success include advanced critical thinking and design skills, as well as project scoping and management. This includes:

  • Supporting desktops and user issues via phone, email, remote access tools and onsite at client locations, including:
  • Management of hosted applications
  • Management of active directories
  • Serving as escalation resource for troubleshooting and tickets assigned to other team members
  • Deployment, management and training for technologies/products as a company subject matter expert
  • Budget alignment of tickets and projects
  • Troubleshoot, install and maintain equipment at client locations
  • Proactive monitoring of WAN/MAN/LAN networks
  • Opening and managing trouble tickets and test with vendors or ISPs
  • Delivering, minor training and installation of patches and hot fixes
  • Troubleshooting and working with DNS, Mail Flow, Spam Filtering
  • Performance, security or health checks of customer systems
  • Troubleshooting and configuring VPN and desktop applications
  • Troubleshooting and working with telecommunications infrastructure and VoIP
  • Replicating customer environments to troubleshoot and resolve problems, file defects, etc.
  • Leadership/ mentoring/ training of other team members
  • Assist team members with support issues that require escalation
  • Maintain customer network documentation
  • Alert Service Manager as appropriate for escalation, emergency service and business opportunities
  • Assist in developing client IT strategies
  • Maintain positive client relations at all times, reporting any potential client dissatisfaction to the Service Manager
  • Follow company procedures for documenting time and service
  • Communicate with clients as needed to resolve support issues
  • Relay client requests for purchase of additional services or equipment to accounting following company procedures
  • You’ll communicate with clients as needed to resolve support issues and coordinate with your Service Managers for escalation and emergencies
  • Engineers also participate in meetings and assist in maintaining company records and customer network documentation

About Alter Enterprise:

We are a highly successful Technology Services Company that has been serving clients in the Missoula area for over ten years. Our clients are primarily locally based small to medium sized professional businesses and non-profit organizations. Our clients rely on us for their day-to-day IT needs along with strategic planning and management of their technology infrastructure.

Alter Enterprise provides complete computer services from design and implementation to administrative support. This allows our clients to focus on running their business. Our technical consultants help our clients develop IT strategies to maximize their staffs’ time and productivity.

Our team is energetic, enthusiastic, and passionate about our clients’ goals. We believe that 75% of our business is creating exceptional customer service by building client relationships and 25% is having the technical expertise to solve their technology pain points.

Qualifications, Skills and Experience Required:
PREFERRED EXPERIENCE

  • Ability to be lead technician on server and workstation projects and diagnose network issues
  • 2-5 years IT experience, with the following experience:
  • Current Windows Server and Domains
  • Current Server Administrator
  • CCNA
  • Office 365
  • Storage Craft
  • Automated Patching to clients/ locations
  • Virtual Environments (HyperV, VM Ware)
  • Network security installation, monitoring and response
  • Firewalls
  • Supporting different Network Topologies, Protocols and Routing/Switching
  • Using network management software, packet sniffing utilities and protocol analysis software.
  • Troubleshooting and configuring VPN, IPSEC and GRE tunnels
  • Designing, configuring, installing, supporting Cisco’s CM, CME, IPCC and Unity
  • Telecommunications infrastructure and VoIP

TECHNICAL SKILLS/ QUALIFICATIONS

  • Willingness to Pursue/ Maintain Advanced Industry Certifications/ Produce Certifications
  • Willingness to and/ or experience with Mentoring
  • Industry experience with varied technologies
  • Strong aptitude for different technologies

PROFESSIONAL SKILLS

  • Excellent customer service skills, with the ability to demonstrate a passion about customer service and how IT can transform business
  • Ability to follow established guidelines, policies and procedures is required.
  • Ability to work in a high-pressure dynamic environment and adjust to priority changes is required.
  • Commitment to quality and the motivation and ability to work well in a team environment is required.
  • Exceptional communication skills
  • Ability to keep technical, communications, and business skills current with an emphasis on understanding emerging technologies and their impact on AE customers and their business.
  • Ability to thrive in a high-pressure customer environment
  • Strong interpersonal and leadership skills
  • Excellent team skills with the ability to form solid partnerships with the ability to display good interpersonal skills – is accessible and approachable
  • A natural sense of urgency, initiative and a positive team player philosophy to be reflected in daily work ethics; strong problem-solving skills and ability to handle multiple tasks under tight deadlines.

Job Type: Full-time

Pay: $43,000.00 - $65,000.00 per year

Benefits:

  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Professional development assistance
  • Referral program
  • Relocation assistance
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday

Supplemental Pay:

  • Bonus pay

COVID-19 considerations:
Masks on site, sanitization of building, PPE and rapid tests available

Application Question(s):

  • Do you have a current CCNA certification?

Education:

  • High school or equivalent (Preferred)

Experience:

  • Help desk: 2 years (Preferred)
  • Active Directory: 2 years (Preferred)

Work Location: One location