Senior Support Engineer - Greenwood Village, United States - K3 Technology

Description

Job Description

Who is K3 Technology?

K3 Technology is a Managed Services Provider based in Denver, CO. We have clients around the U.S. and we attempt to provide more than just services to our clients, but instead, a partnership.

What should I know about K3 Technology?

K3 Technology is an employee-centric organization. We recognize that many of the best organizations and longest standing organizations have something in common: people. Whether you are an employee or a client at K3 Technology, we take care of you. And if you are an employee, we take even better care of you. The quality of our partnerships and services depends on the health and well-being of our employees, and that is why taking care of you as a K3 employee will be at the top of our priorities.

How would K3 Technology make me a top priority as an employee?

As an employee of K3 Technology, we would ensure that you have the proper tools and access to training to perform your assigned job duties. We highly encourage personal and professional growth. A healthy work/life balance for our employees is a top priority. K3 offers competitive PTO packages and exceptional health insurance to make sure that employees have the means necessary to maintain their well-being. We do our best to accommodate time-off requests, especially at times of high-stress. We manage our workforce in an empathic way, being considerate of everyone's needs both at and away from the job.

K3 also makes every effort to provide a safe and communicative work environment. We encourage all employees to speak up any time to share ideas and discuss challenges. We train team leaders to have open door policies, and to check in with employees regularly to offer encouragement, praise or advice.

Other things that are important to K3 are transparency, communication and accountability. These might sound like qualities that we would present to clients, and they are. However, we can only provide these qualities externally, if they are present internally. That is why we will make every attempt to make it clear what our company goals are, what our goals for you as an employee are, communicate changes and expectations clearly, be open for communication from you, and make every effort to be held accountable on our core values, goals and your success.

Salary and benefits:

• Total compensation $65,000-$75,000/year, DOE and location
• 401k with match
• Flexible PTO
• Work from Home when possible, with remote work stipend
  • If in Denver Metro, at least 1/day in office per week.
• Paid training and certification, and other educational opportunities
• Paid holidays
• Dog-friendly workspace
• Commuter Benefits
• Insurance benefits

What is K3 Technology looking for?

We are in search of a Senior Support Engineer who has a high emotional IQ and a sense of ownership in their work. At K3 technology, we do not just offer our clients run of the mill IT support services; instead, we provide them with white glove support, making every end user feel like a top priority by providing excellent communication and quick resolution times. To excel in this position, you will seek to resolve support cases assigned to you quickly and efficiently, while providing excellent customer service. You will

On a typical day, your duties might include:

• Act as tier 2/2.5 escalation point for support issues. Resolve 85% of escalated issues, working with lead client engineers, senior engineers and management for resolution paths as necessary.
• Coach, mentor and train lower tiered support engineers on processes, troubleshooting methods, and resolution paths.
• Take lead on client documentation by creating SOPs, KBs (both internal and external), and keeping environment information updated (passwords, applications, vendor contacts, etc.)
• Work unassigned support queue, if you do not have escalated issues to work on.
• Assist team lead and management with identifying support trends, inefficient process, and automation opportunities, bringing potential solutions to the table.
• Troubleshooting Active Directory, Office 365, workstation/laptop hardware and software issues, network connectivity, printers, and other network and infrastructure issues you would typically see in a small to medium sized business IT environment
• Ensure that SLAs are being met
• Maintain superb client satisfaction rate (97% or better average)
• Onboard new employees by provisioning user accounts with proper permissions and setting up workstations
• Restore files from backups (mostly utilizing Veeam and Dropsuite)
• Maintain a minimum of 70% billable utilization rate (IE if you work 8 hour in a day, minimum 5.6 hours should be tracked against client facing work.)
• Participate in weekly on-call rotation (although after hour support needs are minimal, they happen occasionally and during your rotation you will be responsible for triaging, responding and resolving high and critical priority issues.)

To be a good fit for this role, you should have:

• A passion for technology, and enjoy learning new technology
• A sense of ownership in your work
• A great personality and a passion for working with people
• A desire to be a part of a growing team, where things are often moving at a high pace
• Outstanding customer service and conflict-management skills
• Previous experience working in an IT support role, preferably with an MSP
• 3+ Years in a technical support role, with preference for experience in an MSP environment.
• Proven track record of resolving complex technical issues and providing excellent customer service.

Additional duties worth mentioning:

Review and operate our Remote Management and Monitoring System

Identify system problems and resolve them remotely or on site, either directly or by collaborating with other staff members

Identify system improvements by evaluating system performance

Provides answers to clients and by identifying problems; researching answers; guiding them through corrective steps.

Protects system information by preparing and testing disaster recovery procedures.

Documents actions by completing forms, reports, logs, and records.

Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Other specific skills you should be familiar and comfortable with:

Knowledge of ITIL principles and how to implement them, Process Improvement, Developing Standards, Analyzing Information, Establishing and tracking KPIs, Customer Service, Technical Documentation, Quality Control and Quality Assurance

Specific products you should be familiar and comfortable working with:

IT Glue, PSA systems (HaloPSA, Connectwise Manage, Autotask, etc.), MS Windows, MS Windows Server, MacOS, Jamf, Ninja RMM, Connectwise Control, Meraki, Sonicwall, Microsoft Azure, Microsoft 365, Intune and AutoPilot, KnowBe4, Huntress, ProofPoint Essentials, Mimecast, Avanan, SentinelOne EDR, Monday, ZohoDesk, Slack, MS Office Products, Ubiquiti, VMWare, Veeam, Powershell and scripting, Synology

Bonus Points for certifications related to any of the above skills or products/vendors.

Experience working for an MSP is a big plus

This position will be based in Greenwood Village, CO. Remote applicants will be considered.

To apply and view the full job description please go to: