Position Summary:
This role proactively monitors customer systems to detect faults and opportunities for improvement and responds to and resolves incidents. Works with customers via telephone, email, and other communications means to resolve incidents and fulfill requests. The Engineer is a technical expert in their area of specialty and helps the rest of the company learn how to perform better within their area of expertise through the ability to handle escalated issues and creating documentation to avoid future escalations.

Responsibilities:
• Maintain and ensure the integrity of network, server, and telecommunications infrastructures
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Fully documents all cases in the service desk tool and escalates to appropriate resolver groups.
• Escalate issues with appropriate internal or external teams as necessary for critical issue resolution
• Translates complex, technical concepts into easy to understand language to assist non-technically oriented customers.
• Demonstrates a highly developed sense of integrity and commitment to customer satisfaction.
• Troubleshoots corporate networks and/or servers with the use of internal and vendor Knowledge Bases;
• Provides feedback on technical documentation for publication in Knowledge Base for support desk analysts.
• Accurately, quickly, and typing efficiently records all interactions with customers in an incident management tracking tool.
• Adheres to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.
• Identify process improvements to reduce tickets and improve on the time to close tickets and incorrect knowledge articles.

• Associates or Bachelor’s Degree  


• 3+ years’ previous technical or field service equivalent work experience


• Industry-recognized certifications such as CCNA, MCSE, etc. (preferred)


• Experience with:
  
  
  
  • Windows Server 2008 and 2012 Installation/Configuration/Migration
  
  
  • Microsoft Exchange 2010/2013 Installation/Configuration/Migration
  
  
  • Office 365 Implementation
  
  
  • Cisco and/or SonicWall firewalls implementation
  
  


• Strong Technical competency of IT fundamentals (networking, storage, virtualization, etc.)


• Well-rounded knowledge of networking (LAN, WAN, VMPLS, VLAN, Routing, Firewalls, etc.)


• Strong written and oral communication skills


• Ability to articulate and explain complex technical concepts


• This position requires the successful completion of a background investigation and drug screen