Service Engineer I

Responsibilities

• Take ownership of service tickets, ensuring accurate updates, timely communication, and successful resolution
• Deliver exceptional client support across phone, email, remote sessions, and on-site visits
• Install, configure, troubleshoot, and customize Microsoft Office and Microsoft 365 applications based on client needs
• Set up, configure, test, and support workstation hardware, including peripherals, components, and mobile devices
• Perform Microsoft Exchange administration, including user and group management, mailbox configuration, permissions, forwarding rules, event log review, and backup/restoration tasks
• Maintain accurate and up-to-date documentation of client environments, systems, and configurations
• Provide both remote and on-site IT support for clients throughout the Puget Sound region
• Collaborate with team members to ensure consistent service delivery and knowledge sharing across support functions
• Create, update, and manage service tickets within Connect Wise
• Keep clients informed on ticket status, incident progress, and planned outages or resolutions
• Help maintain rapid response and turnaround times for client requests

• Background in customer support, ideally within an IT or technical service environment
• Strong problem-solving mindset with a genuine willingness to help users, regardless of issue complexity
• Ability to accurately process verbal/auditory information while performing technical tasks
• Comfort seeking guidance or escalation from senior technical resources when needed
• Strong time management skills with the ability to prioritize and manage competing tasks effectively
• Experience using remote take-control tools to support and troubleshoot end-user environments
• Advanced knowledge of Windows desktop operating systems and familiarity with Microsoft Office 365 required.
• Demonstrate experience supporting Windows-based network environments.