Technology Services Engineer

Job Summary:

The Technology Services Engineer at Softrim is a pivotal role combining strategic account management responsibilities with advanced technical expertise. You will serve as the primary technical liaison for key related accounts. This is a full-time in-office position (not remote).

Responsibilities:

• Primary Technical Account Management
  • Serve as the primary point of contact for assigned client accounts on all technical matters, including security incidents, IT projects, and major technical issues. Build strong relationships with clients to understand their needs and align our technical solutions.
  • Engage with clients to explain technical solutions, provide updates on service requests, and address concerns. Translate complex technical concepts into clear, business-oriented language to maintain client trust and satisfaction.
• Service Implementation and Project Execution
  • Lead the deployment, configuration, and management of IT solutions, such as servers, networks, cloud services, or software applications. Manage technical projects for client accounts, ensuring successful delivery within scope, timeline, and budget.
• Major Incident Management and Response
  • Lead resolution of critical technical issues for client accounts, such security breaches, complex infrastructure challenges, and system outages.
  • Coordinate with internal teams and third-party vendors to ensure swift and effective resolution while keeping clients informed throughout the process.
• Service Ticket Oversight and Escalation
  • Assist with oversight of service ticket lifecycle for assigned account by following up with service desk employees, technicians, and engineers on aging tickets, providing guidance, and prioritization.
• Tier 3 Technical Support
  • Diagnose and resolve advanced technical issues related to client IT infrastructure, including networks, MS365 tenants, and cybersecurity.
  • Act as a Tier 3 engineer to troubleshoot and resolve complex tickets escalated beyond initial support levels.
• Innovation and Documentation
  • Identify opportunities to enhance client systems through upgrades, patches, or new technologies. Provide strategic recommendations to improve performance, security, and alignment with client business goals.
  • Maintain comprehensive records of client systems, configurations, service activities, and ticket resolutions in ticketing systems and knowledge bases. Share insights with the team to improve support processes.

Qualifications:

• Account Management : Proven ability to manage client relationships, prioritize technical needs, and drive issue resolution in a client-facing role.
• Technical Expertise : B.S. in a technical degree with tier 3 proficiency in IT infrastructure and networking, MS365/Azure, cybersecurity, and system administration.
• Communication : Exceptional verbal and written communication skills to interact with clients and internal teams, translating technical details into business terms.
• Leadership : Ability to lead technical projects, mentor junior staff, and coordinate cross-functional teams.
• Organization : Strong time management and multitasking skills to oversee multiple client accounts, tickets, and projects simultaneously.

Work Location: 100% in-office.

Employment Terms: Full-time, In-office, Exempt, Salary. Eligible for benefits (medical, dental, vision, life, AD&D, disability) and 401(k) after introductory period. Typical business hours are from 8:00 a.m. until 5:00 p.m., Monday through Friday, excluding company-observed holidays.