About the Role
As a Level 2 Service Engineer, you will provide technical support to K&E Consulting’s diverse client base, both remotely and on-site. This role is a step above the help desk: in addition to working reactive service tickets from the K&E office, you will fulfill on-site support commitments established through our service agreements, so a professional, client-facing presence is essential. You will be the face of K&E at client locations – building relationships, solving day-to-day technology problems, and making sure clients feel taken care of. You can also expect some project work as your skills grow. This is a great opportunity to grow your career in a fast-paced organization.
Essential Duties and Responsibilities
- Provide friendly, professional technical support to customers via email, phone, remote connection, and onsite related to workstations, software, printers, mobile devices, and day-to-day technology issues.
- Fulfill scheduled on-site support commitments at client locations as established through service agreements, in addition to working from the K&E office.
- Represent K&E professionally in front of clients – communicate clearly, set expectations, and build trusted relationships with client staff at all levels.
- Work reactive service tickets, troubleshooting and resolving issues in a timely, professional manner.
- Support user accounts and access in Active Directory and Microsoft 365, including password resets, new user setups, and permissions.
- Set up, deploy, and repair workstations, laptops, printers, and other end-user hardware.
- Assist with basic network troubleshooting (connectivity, Wi-Fi, VPN) and escalate more complex server, network, or security issues to senior engineers.
- Participate in occasional project work, such as workstation rollouts, office moves, and Microsoft 365 changes.
- Triage customer issues as they are reported in the ticketing system and through incoming support calls.
- Manage time effectively between daily tickets, on-site commitments, and customer needs/timelines.
- Enter time in the ticketing system for client billing and internal tracking daily.
- Follow up with customers to ensure issues have been fully resolved.
- Escalate issues to senior engineers or Management immediately if they require additional time, expertise, and/or equipment.
- Document new processes and update existing documentation as needed.
- Attend weekly department and bi-monthly company meetings.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function(s).
Secondary duties: Perform other duties as required and assigned, and perform backup duties for peers when necessary.
Knowledge, Skills, and Abilities
Exemplifies K&E Consulting’s core values:
- Customer First: We prioritize the needs of our customers, ensuring their satisfaction and success.
- Compassion: We approach every interaction with empathy and understanding, fostering a supportive environment.
- Growth-Oriented: We are committed to continuous improvement, learning, and development both professionally and personally.
- People Smart/Values Tech: We recognize the importance of emotional intelligence and effective communication while leveraging technology to enhance our services and operational efficiency.
- Excellent customer service skills and a professional, approachable presence when working face-to-face with clients.
- Ability to communicate technical information to non-technical people in a clear, friendly, understandable way.
- Ability to work independently at client sites, but also as a strong supportive team member.
- Ability to handle frequent pressures, including demanding client contact, meeting time deadlines, and multitasking.
- Maintains confidentiality of all confidential information of clients and of the company.
Education, Experience, and Requirements
- 2-year degree in Computer Science/Networking or equivalent work experience.
- 3+ years of experience in a help desk or technical support role required; 5 years preferred. MSP (Managed Service Provider) experience is a plus.
- Solid knowledge of Windows desktop operating systems, Microsoft 365 applications, and common business software.
- Working knowledge of Active Directory and Microsoft 365 user administration.
- Basic understanding of networking concepts (Wi-Fi, DNS, VPN); exposure to servers, firewalls, or virtualization is a plus.
- Excellent troubleshooting, problem-solving, and customer service skills.
- Valid driver’s license and reliable transportation for travel to client sites.
- Relevant certifications such as CompTIA A+ or Microsoft fundamentals are a plus.
Required education: Associate degree or equivalent experience. Required experience: 3+ years in a technical support role (5 years preferred). Required language: English.
Working Conditions and Physical Demands
While performing the duties of this job, the employee must be able to:
- Perform work in an office, home office, or client site setting during standard business hours. Travel by car within the metro area to client offices, including recurring on-site commitments. Participate in occasional after-hours work/projects (nights/weekends) as needed.
- Sit or stand for extended periods of time on a regular basis. Regularly required to reach, handle, feel, and operate a computer, keyboard, mouse, telephone, and other office equipment.
- See, hear, talk, and perform tasks requiring manual dexterity; kneeling, standing, walking, crouching, stooping, reaching, and other similar physical activities on a regular basis. Ability to effectively speak, read, and write English and routine correspondence. Effectively present information in one-on-one and small group situations.
- Lift and/or move up to 10 pounds on a regular basis, up to 25 pounds frequently, and up to 75 pounds occasionally.
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Benefits
401(k) Health insurance Paid time off Tuition reimbursement
This is not an all-inclusive document. Additional duties, expectations, demands, etc. may be added or changed to this document on an as-needed basis in order to meet organizational needs.
Pay: $58,000.00 - $68,000.00 per year
Work Location: In person
