Job Description

Inside the Managed Services Team

The Managed Services Team at Burwood Group is a dedicated group of technology professionals focused on managing, supporting, and optimizing clients’ IT operations. Known for their customer-centric approach, the team combines deep technical expertise with a commitment to collaboration, continuous improvement, and delivering reliable, meaningful business outcomes.

How You’ll Make an Impact

This role will also allow you to get hands-on experience with the latest infrastructure technologies, including WebEx Contact Center, LAN/WAN, Security, Wireless, and more. The Burwood Managed Services (BMS) Operations Team is constantly raising the bar for great customer support and service, and we pride ourselves on hiring people who share the same passion for outstanding customer service.

Your day-to-day responsibilities will include:

• Monitoring and urgently responding to active events.
• Directly answering customer inquiries by phone, email, or ticket.
• Working directly with customers to resolve issues relating to the most common infrastructure technologies, including Network (WAN, LAN, Wireless), Webex Contact Center, Microsoft, Citrix, etc.
• Ensuring tickets are addressed and brought to resolution within specified SLAs.
• Writing knowledge base and runbook articles for the BMS Operations team and our customers.
• Providing feedback on the operations process for continuous improvement.

In addition to the day-to-day responsibilities, you will have the chance to participate in planning, designing, and engineering services to implement changes to client infrastructure to better and more quickly resolve technical issues.

Qualifications

Your Strengths in Action

• You enjoy the challenge of problem-solving in a technical environment
• You have a passion for customer service and always do the right thing for the customer.
• You have advanced customer service skills/soft skills and experience in handling customer relations.
• You maintain a professional demeanor and have excellent communication skills, whether that be in person, over the phone, or via email.
• You pay strict attention to detail in all that you do to ensure minimal risk to the environment.
• You enjoy working flexible hours, working when it is necessary, and taking the time off you need to ensure you’re always at the top of your game.
• You take responsibility and are accountable for your work.
• You love to be part of something bigger than you and work to see the team succeed above all.
• You are motivated to learn and grow in your career and can adapt to change or business needs.

**Your Core Skills & Certifications **

• One industry accepted associate-level certification, such as Network+ or CCNA, or comparable experience, or the ability to obtain certification within 6 months of hire.
• Basic level networking, including IPV4, DNS, DHCP, and LAN/WAN.
• Basic understanding of security and the roles that it plays in an organization.
• Basic understanding of data center technologies and virtualization.
• Able to perform basic Windows & Linux Server administrative tasks.
• Experience with a monitoring and ticketing platform.
• Conversational knowledge of other data center technologies, such as Citrix, Load Balancers, etc.
• Direct experience working with an ISP or vendors.

Additional Information

Life at Burwood

Our employee-owned culture is the foundation of how we work and grow together. Our team is driven, innovative, and always ready to support one another. We believe that supporting our employees, personally and professionally, creates a culture where everyone can thrive.

Here’s what you can expect as part of our team:

Work-Life Balance

• Flexible work-from-home policy
• Generous vacation policy

Health & Wellness

• Health, dental, and vision insurance
• Life and accident insurance
• Short and long-term disability coverage
• Mental wellness programs

Financial Well-being

• 401(k) and Roth 401(k) savings plans with company match
• Flexible spending accounts for healthcare and transit/parking
• Access to financial planning expertise

Career Development

• Learning opportunities to support your growth

Compensation packages at Burwood Group are based on various factors unique to each candidate, including work location, skillset, experience, qualifications, and other job-related reasons. The estimated salary range for this role is ($50,000-$60,000). This role may also be eligible for incentive compensation based on individual and/or company performance.

**Belonging & Culture **

We are not intent on being the largest company, but rather the best. These are the words we live by. We welcome top talent, regardless of gender, race, ethnicity, sexual orientation, disability, religion, or age.

By embracing all cultural backgrounds, life experiences, perspectives, and ideas, we not only continue to strengthen our company culture, but also foster innovation and drive organizational success. We believe that diversity fuels creativity and enables us to deliver exceptional results for our clients.