We are looking for creative, self-accountable IT professionals to engage in our fast-paced, people-driven service model. Average IT people tend to be great at solving technical issues, but poor at understanding the true problems that need to be solved.
We've redesigned the way technology services are provided – from the ground up. We don't start with solutions; we start with questions. Lots of them. Then we listen. Service providers have a well-earned reputation for sharing the answer before knowing the problem, resulting in businesses getting solutions they don't need to problems they don't have.
If you think differently, solve creatively, and love to connect with people, we want you to join our mission of digging deep and proving how meaningful IT services can be. It's as common sense as it is revolutionary.
We are looking for a Technical Engineer 3 (in other companies your job title could be Senior Engineer, Lead Engineer, or Executive Engineer) to join our MIT team. The Technical Engineer 3 is responsible for working with a consulting team to handle complex technical user requests and tickets for an assigned client base within our Managed Services team. This role will be located in our Santa Ana office.
Core Responsibilities: Supporting various clients by diagnosing, troubleshooting, and resolving advanced technical issuesTicket management and client documentation consistent with processes in our Service Delivery HandbookMaintaining our Service Level Agreement by responding to user requests from clients within a 30-minute timeframeFollow up with end users to ensure their technical issues are resolvedReaching a goal of dedicating 6 hours daily or 30 hours weekly to client attributed workReaching a goal of 75% utilization on a consistent basisAbility to escalate issues to appropriate consultantsLearning independently about our clients' ever-changing systemsTraveling to local client locations on a daily or weekly basis, depending on clients' needsAct as a mentor to other engineers within the podCollaborate with other service lines and departments to ensure an effortless experience for our clientsDoing what it takes to provide an effortless experience to the end users to build trust and credibility within a client groupPreferred Skills, Experience, & Attributes: The ability to diagnose, troubleshoot, and resolve advanced technical issues (e.g., software installation and configuration, infrastructure issues, database administration, and server issues)The ability to troubleshoot and support Microsoft platforms (e.g., M365, Active Directory, all current flavors of Windows)Advanced knowledge of networking principles (e.g., TCPIP, DNS, DHCP, LAN/WAN)Advanced knowledge in cloud solutions (e.g., AWS, Microsoft Azure, M365, and Google Workspace)Advanced virtualization experience (e.g., VMWare and Hyper-V, including experience with SANs and high availability solutions)The ability to diagnose, troubleshoot, and resolve advanced network issues (e.g., internet connectivity, firewalls, DNS, VPN, and patching issues)Proficient in installing, diagnosing, and upkeep of peripheral devices (e.g., scanners, printers, and monitors issues)3+ years' experience in an IT help desk or desktop support environmentThe ability to own complex technical problems and see them through to resolutionA focus on finding appropriate long-term solutions to technical issuesThe ability to work in a directed autonomy environmentAn empathetic approach to solving client problemsA passion for solving problemsReceptive to candid feedbackCuriosity about technology and motivation to learn independentlyAdditional Preferred Skills, Experience, and Attributes: Knowledge of standard IT security practices (e.g., virus remediation, firewalls, phishing issues, incident response, and common compliance frameworks)Advanced knowledge of backup and disaster recovery concepts, including server restoration from backupIntermediate knowledge of Apple, Mac OS, and iOS troubleshooting experience is a plusExperience working with a Managed Service Provider or equivalent experience is a plusExperience working in a ticketing management system is a plusAn awareness of how technology impacts businessAbility to learn diverse systems, software, and applications within a business environmentProfessional confidenceAn aptitude towards serviceAbility to learn from experienceWe are proud to be recognized as one of the top workplaces in Orange County. In fact, our team members themselves say our company is a great place to work. We've created an inviting workspace that fosters a culture of collaboration, inclusion, innovation, and excitement.
The Technical Engineer 3 role offers opportunities for career advancement within the Managed Services and Professional Services. Depending on performance, technical skills, and soft skills, individuals in this role may progress to positions such as Project Engineer 1/2 or Technical Consultant.
Physical Requirements: Work is primarily sedentary but requires exertion and lifting of up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Occasional crawling, kneeling, and squatting. Repetitive use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures; views computer constantly. Frequent travel (car). Occasional exposure to outdoor environmental conditions as a result of travel.
Some of the things our team members enjoy include: Competitive wages: The hourly range is expected to start at $33.65. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.Hybrid work environment. We encourage our team members to work where they are most effective whether it is at home, the office, or at a client site.Gas card. Fill up your tank on us while you're out visiting client sites.Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer matching.Maternal and paternal leave.Very generous paid time off program that is unique to the IT industry.Sustainable work-life balance and flexibility.Yearly work anniversary rewards.Fun company events, including chili cook-offs, annual company photoshoots, monthly team events, cup in hand kickball league, and more!We're looking for smart, highly skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your talent, come as you are and apply today!
How to Apply: How to Apply for Internal Role: Please review the following guidelines to successfully apply for an internal role. Before applying, kindly inform your leader of your intention to pursue the role. Craft and upload a concise cover letter, articulating your interest in the role and highlighting what you've accomplished in your current position. Add some of your flair into the cover letter! Skip the resume this time; we've got it covered. Once you hit submit, our People team will reach out. We're thrilled about the potential growth opportunity for you!
Afraid you're missing a technological requirement? Apply anyhow. We're probably okay with teaching you some stuff if you're as obsessive about customer service as we are.
We are committed to creating an inclusive environment and are proud to be an equal opportunity employer. We recruit, employ, train, compensate, and promote regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
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