IT Support Engineer

Why We Need You – The Mission

SMA Technologies was founded in 1980 and exists to give people their time back. We provide software and services to automate IT processes. With a focus on Domain Expertise, Great Customer Care, and Reliability, our global operation has offices worldwide, and works with multiple channel partners and an international client base. With an investment from Thoma Bravo, we are moving into our next phase of growth.

Reporting to the Director of Security, the IT Support Engineer will perform employee onboarding, respond to support cases, respond to any infrastructure issues which arise in the environment and work with the security team to increase strength and resiliency in the environment. In this role, you will have the tenacity, organizational skills, and dependability to monitor, assess, and respond to failures reported via multiple channels. You will take proactive steps to resolve or escalate as needed. You have the technical experience in software and system level troubleshooting skills and project management needed to lead our organization forward. You will use your experience and skills to ensure employees can be productive each day and soon be the lead of future IT projects.

Objectives – The Problems You’ll Solve

Within your first 1 month, you will familiarize yourself with the expectations for employee onboarding, case management and endpoint management.

• Learn about the employee onboarding process.

• Learn what case management looks like.

• Become knowledgeable about endpoint management.

• Contribute to troubleshooting hardware and software issues; responding quickly and efficiently to questions from employees locally and remotely.

Within your first 3 months, take ownership of onboarding and device recoverability while beginning to leverage endpoint management.

• Learn how to enroll and verify devices that have appropriate endpoint management software installed.

• Manage Azure Active Directory and LastPass (Single Sign-On) for administrating employee access controls.

• Gain independence when assisting with hardware or access issues for employees.

• Become the leader for new employee hardware builds and take ownership of the employee onboarding/offboarding IT experience.

• Monitor system backups and perform tests to verify restoration at scheduled intervals.

Within your first 6 months, become a trusted, dependable, and consistent member that is critical in providing service to the customer.

• Create a culture of efficient throughput of incoming cases, timely resolution, prioritization of cases, and escalations as needed. KPI’s and reporting will drive performance goals.

• Give input and feedback to established policies, making recommendations for documentation and policy updates that will improve efficiency and strengthen the services provided by the IT Support Team.

• Assume ownership of managing and maintaining inventory of corporate devices with Cisco Meraki, Ninja RMM, and equivalent systems.

• Present a proposal for server hardening procedures to management and lead the effort to enforce a policy across the organization.

• Add automation to a minimum of three core applications in the onboarding/offboarding process.

Competencies – what we’re looking for

Experience with various applications such as Automox, Azure Active Directory, Cisco Meraki, Office 365, PowerShell, Rubrik and Sophos. The IT Support Engineer handles Level I & II IT and Application Support offered to our employees at all offices. Recognized as the face of IT, the IT Support Engineer will carry out IT Support tasks both remotely and desk-side. You know how to provide efficient and reliable IT Service within a fast paced and growing organization.

Because you thrive on service excellence and being results-driven you will have: Professional IT experience and considerable knowledge of computer technology, applications, MAC and Windows operating systems, and the capabilities and limitations of computer, peripheral, and IT equipment. You are driven to achieve certifications, such as: Microsoft Azure Administrator, Microsoft Azure Network Administrator, Microsoft Azure Security Administrator, or similar.

Passionate about organization and reliability: Your passion is in making sure that your work is organized and complete, with attention to detail. You effectively communicate your organization strategy and project management experiences.

Customer-focused: You are driven to improve customer service and promote a dependable environment of accuracy and reliability. You find ways to automate processes as much as possible using existing and new tools and technologies.

Interpersonal skills: You are a person who enjoys collaborating with colleagues and investing in the team’s growth. You are motivated when working with a diverse team and being able to collaborate.

Intellectually curious: You have a high level of curiosity and care about learning and self-improvement. You are willing to try out new techniques and continuously improve your own skillsets and understanding. You possess strong analytical skills to investigate and resolve customer support tickets.

Accountable: It bothers you when people don’t follow through on their commitments. You have no problem planning the work, working the plan, and proactively communicating your progress along the way. You can tell us about times when you have rolled up your sleeves, taken ownership of a process or policy and have executed consistently and accurately.

What’s in it for you?

At SMA, we pride ourselves on ensuring that our employees are taken care of and that you have what you need to succeed in and out of work. In addition to competitive compensation, we provide:

• A remote first environment – Work from wherever you are comfortable. If you happen to live or be near Houston, feel free to come into our Lifetime Work space if you’d like. The choice is yours!

• All the gear you need to be successful, including your choice of Mac or Dell Laptop, $100/month phone + internet reimbursement, monitors, and gear to get yourself started plus a one-time $250 stipend to purchase any extras.

• 100% Company paid health, dental, vision, LTD, AD&D, and basic life insurance for you and your immediate family, plus a $1,800 per year company funded HSA account, plus paid parental leave.

• Generous PTO and flexible working hours to accommodate a great work/life balance.

• $2,500 annual Professional Development stipend to help you develop your skills.

How We Work - Our Core Values

Collaborative – Working as one team, both internally and with our clients, brings better results for everybody. At SMA, we view ourselves as an extension of the client's team, always ready to help them have the best automation experience and reliability.

Tenacious – Our tenacity comes from our strength of character. We are scrappy, determined, resourceful, and relentless in our approach to serving our clients and partners. We are willing to fight for what is right and are proactive in seeking solutions. We are tenacious and will not quit.

Eager to Win – When the client wins, we win. SMA team members have the passion and skills to help get the client across the finish line. Whether it is a simple support case or a priority issue, you are proactive to ensure timely and rapid response to serve the customer.

Work Environment and Physical Requirements

Work primarily in a climate-controlled environment with minimal safety/health hazard potential. Elevated level of stress. Sedentary, sitting, walking, infrequent lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use.

Physical Activity Frequency

Sitting 80%
Walking 20%
Crouching/Bending/Stooping 25%
Reaching 1%
Grasping 25%
Pushing/Pulling 20%
Near Vision 80%
Far Vision 20%
Hearing 100%
Speaking 75%
Lifting/Carrying - up to 10 lbs 40%
Lifting/Carrying - up to 25 lbs 25%
Lifting/Carrying - up to 50 lbs 1%
Lifting/Carrying - up to 100 lbs 0%

AAP/EEO

Unisoft International, Inc. dba SMA Technologies provides Equal Employment Opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, or veteran status. This policy applies to all terms and conditions of employment including recruiting, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.