Job Information
Wolfe Senior Tech Services Engineer in Pittsburgh, Pennsylvania
About Us:
Wolfe, located in Pittsburgh, PA, is a leader in the Gift Card and FinTech sectors, specializing in innovative gifting products and solutions for the past 25 years. Wolfe Solutions offer a comprehensive range of gifting services, including customizable gift cards, corporate gifting solutions, and advanced digital gifting platforms. We are the power and solution behind many gift card programs and large national merchants. Our consumer flagship brand is PerfectGift.com. Learn more about our company culture, core values, and industry recognition on our career site. (https://www.wolfe.com/careers)
Role Summary:
A highly motivated Senior Technical Services Engineer with a passion for IT, offering expertise in troubleshooting, customer service and problem solving. Proven ability to quickly identify and resolve technical issues in a timely and efficient manner.
Responsibilities:
Resolve issues and requests from end users via telephone, web system or e-mail in a timely and courteous manner.
5 days a week onsite support.
Proficient with 3 year's experienced in MacOS support.
Schedule and perform hands-on fixes at the desktop & Admin level, including installing and upgrading software, installing hardware,
implementing file backups, and configuring systems and applications.
A/V support. knowledge and experience supporting Zoom/MS Teams is a plus.
Experience with on & off boarding end users.
Experience using and administrating M365/Entra.
Experience using Intune.
Familiarity with Jira and Confluence.
Ability to document and track issues, resolutions and teammate interactions in the support system.
Escalate unresolved issues to appropriate internal teams and follow up to ensure resolution.
Develop and maintain knowledge base articles, technical documentation and FAQ's.
Ability to work and support C-level and Executive Team members.
Experience working and supporting in Jira and Confluence project applications.
Experience with One Drive and SharePoint.
Analyze, research and perform problem solving and resolution of issues.
Apply diagnostic utilities to aid in troubleshooting.
Prioritize tasks and escalate problems.
Schedule and perform preventative actions and maintenance, including checking and conducting proactive measures of workstations, printers, and peripherals.
Assists with purchasing hardware and software.
Assist with developing PC/Mac desktop hardware, software and peripherals specifications, standards, and configurations.
Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
Orders computer supplies.
Performs other duties as required or assigned.
This position may require occasional on-call support outside of regular business hours.
Ability to work in a fast-paced and dynamic environment.
Resolve issues and requests from end users via telephone, web system or e-mail in a timely and courteous manner.
5 days a week onsite support.
Proficient with 3 year's experienced in MacOS support.
Schedule and perform hands-on fixes at the desktop & Admin level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
A/V support. knowledge and experience supporting Zoom/MS Teams is a plus.
Experience with on & off boarding end users.
Experience using and administrating M365/Entra.
Experience using Intune.
Familiarity with Jira and Confluence.
Ability to document and track issues, resolutions and teammate interactions in the support system.
Escalate unresolved issues to appropriate internal teams and follow up to ensure resolution.
Develop and maintain knowledge base articles, technical documentation and FAQ's.
Ability to work and support C-level and Executive Team members.
Experience working and supporting in Jira and Confluence project applications.
Experience with One Drive and SharePoint.
Analyze, research and perform problem solving and resolution of issues.
Apply diagnostic utilities to aid in troubleshooting.
Prioritize tasks and escalate problems.
Schedule and perform preventative actions and maintenance, including checking and conducting proactive measures of workstations, printers, and peripherals.
Assists with purchasing hardware and software.
Assist with developing PC/Mac desktop hardware, software and peripherals specifications, standards, and configurations.
Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
Orders computer supplies.
Performs other duties as required or assigned.
This position may require occasional on-call support outside of regular business hours.
Qualifications:
Ability to work in a fast-paced and dynamic environment.
2-year degree or training.
A minimum of 4 years of related experience.
Equivalent combination of education and experience.
Certifications are a plus. CompTIA A+, Microsoft, Apple, other certifications.
Compensation & Benefits:
Compensation includes a competitive base salary. Wolfe is committed to providing its employees with a benefits package designed to give them the flexibility they need to ensure a healthy life/work balance. Wolfe offers its employees great benefits and perks, including, but not limited to:
Restricted Stock Units (RSUs)
Profit Share
Annual Target Bonus (Management Bonus)
Medical, Vision, and Dental insurance for employees and dependents (Wolfe pays 80% of premium)
15 days of PTO (vacation). 20 days after the 2-year anniversary. 25 days after the 5-year anniversary.
12 Paid Holidays plus 2 Floating Holidays
401(k)
Tuition Reimbursement
Employee recognition program
Charitable Donation to a charity of your choice yearly
Family Picnic, Holiday Party, and other employee outings
Brown bag sessions to keep you informed on the company/industry
Internal Culture Club
Competitive compensation: Target the 75th percentile (the top 25%) of the local market.
Wolfe is an Equal Opportunity Employer.
Wolfe does not sponsor individuals for the purpose of obtaining H-1 Visas.