IT Infrastructure Engineer

Have you ever wanted to be an Employee Owner? We are looking for a motivated and qualified individual to join our team as an Infrastructure Engineer!

As an Infrastructure Engineer, you will assist clients seeking technical assistance with infrastructure/network issues over the phone, email, and through the ticketing system. You will be responsible for determining and implementing the best solution based on the issue and details provided by clients, addressing client issues in accordance to priority and Service Level Agreements.

ESSENTIAL FUNCTIONS:

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Serve as an expert in infrastructure/network issues for clients seeking technical assistance and maximize client satisfaction with timely issue resolution
• Implement and troubleshoot technologies such as routing, switching, wireless, VOIP, and security
• Perform remote or onsite troubleshooting through diagnostic techniques and pertinent questions
• Provide technical assistance in person, via phone, email or ticketing system
• Log all client interactions, noting troubleshooting, resolution, or escalation
• Follow up with customers and users to complete resolution of issues
• Provide training to clients on products installed
• Maintain working knowledge and certifications of network design, protocols, and hardware in order to support a variety of WAN and LAN solutions
• Train on third party remote management tools
• Follow standard IT best practices
• Provide onsite service on emergency service calls when needed
• Recognize and escalate issues when additional skillset is needed
• Communicate and interact with clients, service, and administrative staff in a courteous and professional manner
• Assist on special projects assigned

GENERAL REQUIREMENTS:

• Strong customer service skills
• Advanced analytical and troubleshooting skills
• Excellent time management abilities
• Keen attention to detail and interest in problem-solving
• Ability to know when to escalate issues
• Self-motivated, flexible, and take initiative
• Excellent verbal and written communication skills
• Prioritize customer service and client satisfaction

WORK ENVIRONMENT:

An Infrastructure Engineer is required to travel to client sites, offsite meetings, and for training as necessary.

QUALIFICATIONS:

• Bachelor’s degree in computer science or 3-5 years of experience in a related field or equivalent with a demonstrated successful work history
• 2 years of experience in a help desk or NOC
• Cicso certification (CCNA, CCNP) or equivalent experience is a plus
• Software Vendor Certifications are a plus
• Field Engineer FE grade 6 is a plus
• Proven technical ability
• Strong level of infrastructure knowledge
• Must be able to lift up to 50 lbs