Job Information
Aldridge Senior Support Engineer in Dallas/Fort Worth, Texas
Are you energized by solving complex technical problems? Do you like to ensure technology is serving clients well? If so, read on.
The primary mission of the Senior Support Engineer is to provide thorough technology expertise to our clients and Aldridge. In this role, individuals will have the opportunity to identify, pilot and test technology solutions to further improve our processes and services; and to serve as a thought leader in understanding, troubleshooting and supporting well-aligned technology solutions for ourselves and our clients, and to mentor our less technical engineers to continue to grow their skill set and uplevel our overall ability to resolve client issues quickly. This role requires advanced technical knowledge across a broad range of technologies, and a strong ability to deal with abstract concepts, systems and ideas in an organized and self-disciplined way. The ideal candidate is precise, methodical, and can manage multiple priorities.
Accountabilities:
Resolve L3 Support Requests
Apply diagnostic utilities and best practice methodology to aid in troubleshooting
Act as final point of escalation
React to service outages promptly with adherence to standard operating procedures
Test fixes to ensure problem has been adequately resolved
Evolve and improve our technology solutions delivery to our clients
Architect, pilot and implement technology solutions and improvements
Update technical support documentation
Mentor and upskill level 1 and level 2 technical staff
Create documentation for staff for training purposes
Hybrid work schedule - Mondays and Fridays are Work From Home days, while Tuesday, Wednesday and Thursday are in -office days.
Required and Preferred Skills:
Bachelor's degree in computer science preferred, or associate degree and minimum 6 years’ experience providing progressively higher order IT support at an MSP or similar IT organization, or minimum 10 years’ experience in systems administration or network engineering
Professional level certifications in one or more technical areas required
Previous experience with ConnectWise or other ticketing system
Hybrid work schedule, in-office on core days
May be required to travel to client sites, work weekends or after hours, and participate in the on-call rotation
Excellent client-facing communication, both written and verbal, and solid customer service skills
Ability to manage multiple priorities and work collaboratively
Exacting level of attention to detail while serving internal teams and external clients
Passion for knowledge and an unwavering intellectual curiosity
Logical thought process paired with advanced technical ability
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