POSITION SUMMARY
The Engineer 1 provides basic level contributions to internal and external customer-impacting service requests, problems, and incidents during shift/rotation. Works independently, as well as with other engineers and support vendors to implement technology, diagnose problems, and bring about successful resolution within designated Service Level Agreements (SLAs)/Scopes of Work (SOWs). Primary point-of-contact for communication between internal and external stakeholders regarding ongoing problems, initiatives, and projects.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to the following:
• Available to work irregular hours and provide on-call support, to include nights, holidays and weekends remotely and/or onsite at local Global Data Systems' office and/or customer premises.
• Independently resolve assigned tickets.
• Provide remote and/or field implementation and support services as designated in service requests, problems, and/or incidents.
• Maintain and support designated environment(s) infrastructure based on latest advanced technologies and methodologies.
• Provide and sustain exceptional customer service to internal and external customers; communicate appropriately and professionally with customer designees.
• Participate in intermediate and advanced-level technical troubleshooting and act as escalation resource for Level 1 Technician.
• Ensure that required communication with customers regarding outages, updates, status changes, etc. are performed appropriately.
• Stay current on industry best practices.
• Provide reports for internal and external use as directed.
• Participate in the development of assigned Customer Reviews.
• Manage assigned tickets and activities in approved software (ConnectWise) and ensure all activity time is properly and thoroughly documented.
• Successfully communicate technical concepts to both technical and non-technical audiences.
• Ensure the timely and effective resolution of customer issues in accordance with various SLA obligations.
• Ensure assigned tickets are documented thoroughly to reflect time and work required for implementation or resolution of issue.
• Participate in Operations meetings for departmental, process, and project planning.
• Develop and maintain product procedures for use and solving problems of a hardware and software nature.
• Train new team members on proper operations of GDS products, troubleshooting techniques, customer interactions, etc.
• Ability to prioritize tasks based on workload.
• Educate internal and external users in the use of GDS offerings.
• Performs other duties as assigned.
MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)
• Associates and two years of technology related experience working with personal computers, routers, switches and/or related networks; two years of demonstrated customer service experience; OR an equivalent combination of education and experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Strong attention to detail skills
• Must be dependable
• In order to perform this job successfully, it is preferred that an individual has knowledge of Contact Management systems; Database software; Internet software; Spreadsheet software and Word Processing software.
• Strong analytical and problem solving skills to resolve operations issues. Must be able to effectively communicate, both verbally and in writing. Must demonstrate the ability to multi-task in high stress situations while working in a fast paced environment.
SPECIALIZED SKILLS MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)
• Collaboration
o CCT Collaboration
o SAS Introduction
• Data Center
o CCT Data Center
• Networking
o CompTIA Network +
o Meraki ECMS1
o CCT Routing and Switching
o Cradlepoint Network Associate
• Desktop
o CompTIA A+
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an Employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and color vision. The work environment characteristics described here are representative of those an Employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.