Technical Service Engineer

Who You Are

At BHG Financial, our employees excel in expertly managing a diverse range of technologies with professionalism and enthusiasm. You will demonstrate your proficiency in utilizing ticketing systems and software solutions, seamlessly handling Microsoft, Apple, and Android devices. Your role encompasses overseeing Windows, macOS, & Azure Virtual Desktop environments, ensuring a secure and efficient end-user experience for our BHG Employees. Additionally, you will be responsible for managing facility access systems, broadcast systems, telephony, IVR, and call center operations, maintaining seamless communication and security across our organization. The ideal candidate will possess a robust technical background, exceptional problem-solving skills, and a commitment to delivering outstanding customer service. Your ability to multitask across various technologies while consistently striving to exceed customer expectations will be key to your success in this role.

What You’ll Do

• Endpoint Management: Administer and support Microsoft and Apple devices, ensuring smooth operation and user productivity. Implement and maintain robust security measures, troubleshoot hardware and software issues, and manage onboarding/offboarding processes effectively.
• Mobile Device Management: Configure, deploy, and secure Android and Apple mobile devices, ensuring compliance with company policies and industry standards. Provide comprehensive support for mobile device issues to minimize user disruption.
• Azure Virtual Desktop: Manage and optimize Azure Virtual Desktop environments for reliable performance. Ensure secure and efficient access for users, and resolve any issues related to virtual desktop access promptly.
• Local Facility Access and Security: Oversee and manage local access control systems, implement security protocols for physical access, and monitor and respond to security incidents to maintain a safe environment.
• Broadcast Systems: Support and maintain broadcast technology and equipment to ensure seamless operation. Troubleshoot and resolve broadcast-related issues quickly and collaborate with the broadcast team to ensure uninterrupted service.
• SaaS-Based Telephony and IVR: Manage SaaS-based telephony systems and configure IVR systems to enhance customer interactions. Provide support and resolve issues related to telephony and IVR to maintain efficient communication.
• Customer Service: Deliver exceptional technical support to end-users, addressing and resolving technical inquiries and issues in a timely manner. Maintain detailed documentation of support activities, handle service requests via various channels, and contribute to knowledge-sharing by developing and updating FAQs, knowledge articles, and user guides. Keep users informed about incident and service request statuses, triage requests, and collaborate with team members to enhance overall service quality.

What You’ll Need

• OS Expertise: Expertise in Microsoft and Apple Mac operating systems.
• MDM Experience: Skilled with Windows, Android, and Apple device management via solutions like Microsoft Intune and Jamf Pro.
• Virtual Desktop: Extensive experience with Azure Virtual Desktop and VMware vSphere.
• Security Systems: Knowledgeable in facility access and security technologies.
• Broadcast Tech: Understanding of live broadcast tools like vMix.
• Telephony/IVR Systems: Experienced in managing SaaS-based telephony and IVR systems.
• Problem-Solving: Strong skills in troubleshooting and resolving technical issues with an ability to train others.
• Communication: Excellent at conveying technical information and collaborating with team members.
• Certifications: Microsoft Certified: Modern Desktop Administrator, Apple Certified Support Professional, ITIL certification preferred.
• Experience: 4-6 years in customer service, with a background in Service Desk, Endpoint Management Roles, and Help Desk roles. Proficient in mobile device management, vulnerability, and patch management, and working within corporate tech environments.
• Skills: Expertise with ticketing systems, computer hardware/software, Android/iOS smartphones, and Active Directory. Basic networking knowledge is a plus.
• Qualities: Self-motivated, detail-oriented, and effective in both independent and team settings.
• Flexibility: Available for after-hours support and on-call rotation.
• Process Improvement: Innovative with a mindset for enhancing processes and efficiency.
• Perform all other duties as required by the supervisor.