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Kelley Create · 1 day ago

Service Engineer

Kent, WA, US

Full-time

Onsite

Senior Level

$70K/yr - $125K/yr

5+ years exp

Kelley Create is a company focused on managed services, and they are seeking a Service Engineer to serve as both an escalation point for complex technical issues and a key contributor to project delivery initiatives. The role involves resolving high-impact incidents, participating in IT infrastructure planning and implementation, and ensuring exceptional service delivery in a partner-focused environment.

Information TechnologyPrintingWeb Hosting

Responsibilities

Troubleshoot and resolve escalated service tickets involving complex issues across: Line-of-business applications, Operating systems and hypervisors (e.g., VMware, Hyper-V, Windows Server, Linux, etc.), Hardware configurations including servers, firewalls, L2/L3 switches, wireless infrastructure, and VoIP systems

Lead or support the full lifecycle of technical project delivery, including: Scoping (Pre-Sales Engineering) - Collaborate with account managers and vCIOs to assess partner needs and recommend solutions that align with business objectives and technology stack. This includes systems analysis, technical consulting, and solution design

Planning - Define project scope, develop project plans, determine resource requirements, and schedule execution. Ensure alignment with partner expectations and internal delivery capabilities

Implementation - Execute project tasks including configuration, deployment, and support of infrastructure, systems, and applications. Maintain high standards of quality and documentation throughout the process

Wrapping - Validate solution functionality with the partner, conduct post-mortem reviews to capture lessons learned, and update internal and partner-facing documentation to reflect the final state and support future operations

Act as a subject matter expert and mentor to junior technical staff by providing guidance, sharing knowledge, and fostering skill development

Work alongside the vCIO and Service teams to support partners’ business and technology strategies, ensuring that technical solutions are aligned with long-term goals

Provide exceptional customer service by communicating ticket and project updates clearly, frequently, and professionally. Build trust and maintain strong partner relationships

Proactively enhance technical and professional skills through hands-on experience, formal training, and certification programs

Identify and implement opportunities to improve service delivery through automation, scripting, and tool development

Flexibly support additional tasks and responsibilities as needed to meet team and partner needs

Qualification

Advanced troubleshootingLAN/WAN architectureWindows operating systemsMicrosoft 365 administrationAzure servicesSharePoint OnlineNetworking certificationsCustomer serviceCommunication skillsTime managementTeam collaboration

Required

Minimum of five (5) years of experience in an IT support, consulting, or service delivery role within a managed services or enterprise environment

Proven experience resolving escalated technical issues across a wide range of technologies

Demonstrated experience in delivering technical projects from scoping through post-implementation review

Strong background in partner-facing roles with a track record of providing exceptional service and communication to end users and business stakeholders

Valid driver's license and proof of insurance required; must maintain an acceptable driving record

Strong commitment to delivering exceptional customer service with empathy, professionalism, and urgency

Ability to act with a sense of urgency while maintaining attention to detail and accuracy

Effective multitasking and time management in a fast-paced, dynamic environment

Clear, concise, and professional communication—both written and verbal—with partners and internal teams

Ability to work independently with minimal supervision, as well as collaboratively within cross-functional teams

Skilled in preparing, organizing, and presenting technical and strategic information to both technical and non-technical audiences

Willingness to work flexible hours, including after-hours and on-call rotations as needed

Advanced troubleshooting and diagnostic skills across a wide range of technologies and platforms

Strong understanding of LAN/WAN architecture, routing, switching, VLANs, VPNs, and firewall configurations

Proficiency in Windows desktop and server operating systems (XP, 7, 8, 10, 11; Server 2008 R2 through 2022)

Experience with Microsoft 365 administration and support, including Exchange Online, Teams, OneDrive, and SharePoint Online

Working knowledge of Azure services including virtual machines, storage, networking, and identity management

Familiarity with Entra ID (formerly Azure AD) for identity and access management, including conditional access, MFA, and role-based access control

Experience with SharePoint Online configuration, permissions, and content management

Proficient in Microsoft Office applications, including Visio for network and system diagramming

Preferred

Bachelor's degree in Information Technology, Computer Science, or a related field is preferred; equivalent professional experience will be considered

One or more of the following industry certifications are preferred (or equivalent experience): Microsoft: Azure Administrator, Azure Virtual Desktop Specialty, Azure Solutions Architect, Microsoft 365 Administrator

Networking: Network+, CCNA, CCNP

Familiarity with automation tools and scripting to improve operational efficiency is a plus

Ongoing commitment to professional development through certifications, training, and hands-on learning