Associate Engineer (Tier-2) - Network, Collab & Security (M-F, 7a-4p)
Posted on: January 7, 2019
Are you looking for a challenging role as an Associate Engineer- Operations (NCS) and want to join one of the 50 Best Places to Work in St. Louis? InterVision Systems is a technology solutions company and our mission is to help elevate business above technology. Our people are the best in their field! So, if you are looking for a career changing opportunity, we want to meet you! The Associate Engineer (Operations) is part of the Network, Collaboration and Security team. This role will provide direct technical support to customers in a fast paced, team oriented, 24x7, call center environment. This position assists and provides guidance to the Service Desk Technicians and is responsible for accurate triage of all incoming service requests. Typical activities include troubleshooting and resolving customer hardware, software, network infrastructure, and telephony issues. The Associate Engineer will escalate unsolved service requests to Engineers after resolution time thresholds and troubleshooting standards are met. This role reports directly to the Manager, Operations Center and is responsible for case creation, case routing/escalating, status communication, and working directly with third party vendors. This position reports to the Manager, Operations Center We welcome your talents and experience to our team:* 2 year Technical Associates Degree or similar experience.* 2 years of IT experience* 3-year direct customer service experience in a Technical Support or NOC operation.* Industry Certifications Preferred: A+, Network+ or Microsoft Certifications* 1 year of Data, Voice and Call Center technologies.* 2 years Network Operations Support experience including LAN/WAN/ installation, configuration, troubleshooting and maintenance.* 1-3 years of experience in one or more of the following areas: Supporting Ciscos Call Manager (CM), Call Manager Express (CME) Unified Communications, IPCC, and Unity OR Microsoft Operating Systems and VMware environments* Direct customer service experience with the ability to consistently achieve high levels of customer satisfaction.* Strong familiarity with basic telephony, personal computers, printers, current operating systems, MS Office, Outlook, mobile communication devices, and web browsers.* Excellent technical and non-technical written and verbal communication skills.* Ability to multi-task while following established guidelines, policies and procedures.* Ability to excel and remain positive in a high-pressure, dynamic, 24x7 team environment.* Quickly adjust to priority changes or work assignments without sacrificing quality.* Demonstrate a sustained commitment to quality, professionalism, and integrity.* Support rotational duties and be willing to work nights, weekends and holidays.* Basic knowledge of Telecommunications infrastructure and VoIP* Basic experience supporting different Network Topologies, Protocols and Routing/Switching.* Basic experience of supporting and monitoring WAN/LAN networks.* Basic experience using network management software, packet sniffing utilities and protocol analysis software.* Basic experience troubleshooting and configuring VPN, IPSEC, and GRE tunnels.* Basic experience working with Layer 3 IPVPN or MPLS networks* Basic experience performing remote support via telephone, email, and remote access tools.* Basic experience working directly with outside vendors to report or escalate issues. What GREAT things will you be doing?* Assist customers with incident and change management activities* Assist with all Service Desk Technician duties as required.* Analyze and trouble-shoot network communication failures and escalate issues according to established guidelines.* Open trouble tickets and test with vendors and ISPs.* Resolve technical issues within scope guidelines and quickly escalate issues according to procedural documentation and training.* Respond to network events, diagnose, and provide analysis for resolution with in SLAs.* Create and update trouble tickets using corporate ticketing system.* Quickly and accurately, report major outages to management with frequent communications on incidents affecting multiple users, reoccurring incidents, procedural gaps, training requirements, etc.* Interface directly with customer(s) to resolve network events and service requests.* Ensure that customer SLA commitments are consistently met while providing a high level of customer satisfaction.* Use knowledgebase and case history for service request resolutions, accurate ticket classifications, and escalations.* Obtain and provide timely service updates to/from relevant parties.* Create and maintain procedure and informational documents as needed to ensure consistent customer support.* Maintain accurate case documentation for all service requests. This includes detailed notes, escalation management and closure codes.* Enthusiastically meet or exceed performance metrics as set forth by management.* Adhere to operational processes and InterVision guidelines for Operations Center employees.* Maintain a flexible work schedule within the 24X7 Operations Center.* Continually update skills through vendor certifications on emerging technologies and InterVision product offerings.* Interface effectively with all InterVision employees, customers, and vendors.* Maintain a high level of professionalism and integrity.* Actively participate in mandatory meetings, training sessions, and projects.* Performs other duties as assigned and required. Duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above. How Do We Back Our Strong Reputation?* Great Place to Work: InterVision has been named one of the 50 Best Places to Work in St. Louis by the St. Louis Post-Dispatch, and ranked as one of the 25 Fastest Growing Privately-Owned Companies in St. Louis by the St. Louis Business Journal. If you thrive in an environment of growth and individual impact, InterVision is the place for you!* Customer Success: InterVision has worked with more than 5,000 clients across industry sectors to solve their biggest business challenges. We take a neutral approach to determine which IT consumption model best fits each client organization. Recommendations are custom designed around specific client requirements, integrating best-in-class solutions from our vendor partners. Our unparalleled approach to customer service was recognized with SBM Magazines Best Customer Service Award.* Broad Capabilities: InterVision offers a wide range of services and solutions that organizations need to thrive in todays dynamic IT market, including on-premise solutions, managed services, hosting/colocation services, automation, and professional and advanced services. This broad portfolio gives the company a unique advantage in an industry largely made up of small specialized consultancies or very large commodity resellers.* World-Class Facilities: InterVision has headquarters in Santa Clara, Calif. and St. Louis, Mo., and offices and data centers in Missouri, Colorado, California and Washington. We operate multiple Tier 3 and Tier 4 level data centers, which are SOC II Type 2 compliant specific and certified in Confidentiality and Security. Our Integration Center is a restricted-access facility with power, cooling, and space to handle a high volume of IT equipment.* Industry Accolades: InterVision has been honored with some of the technology industrys most prestigious awards. This includes multiple wins for CRN Technology Elite 250, CRNs Solution Provider 500; CRN MSP 500, and Inc. Magazines 5000 Fastest Growing Private Companies. InterVision President and CEO Aaron Stone was recently named one of the Top 100 St. Louisans to Know How to Succeed in Business.* Top Vendor Certifications: InterVision holds the highest certifications and partner levels with leading technology vendors, and we have teams of trained engineers supporting their solutions. Here are just a few of the certifications from our list of 80+ vendors: Cisco Gold Certification, Cisco Cloud and Managed Services Master, Juniper Elite Partner, Microsoft Gold Partner, NetApp Star Partner, Palo Alto Networks Diamond Partner, and VMware Premier Partner.
Keywords: InterVision, Chesterfield , Associate Engineer (Tier-2) - Network, Collab & Security (M-F, 7a-4p), Engineering , Chesterfield, Missouri
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