IT Engineer

ACUMEN JOB DESCRIPTION

Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.

• Title :
• IT Engineer
• Department / Team :
• Acumen IT Services Business Unit
• Location :
• Greenville, SC
• Reports to :
• Team Manager
• Status :
• Full-Time
• Overview

Acumen IT Engineers work in a fast-paced managed services environment with clients spanning the 10-county upstate South Carolina area and beyond. An Acumen IT engineer is expected to provide world class technical support to a variety of clients across multiple technology platforms. This role requires proficiency in Microsoft, VMWare, and Cisco technologies and solutions. Day travel around the upstate of South Carolina is expected; transportation is provided in most cases. Overnight travel may be required in certain situations. Intermittently, responsibilities that fall outside the scope of this role as defined in this document may also be included in the engineer’s job duties.

As a primary component of Acumen's relationship with its customers, the IT engineer in many cases is the customer's IT Department. Engineers are expected to work with customers and customer vendors to install, configure, maintain, troubleshoot, and repair systems and system components as needed. Customer vendors may include communication carriers, Internet Service Providers (ISP’s), hardware / software resellers, etc.

An IT Engineer serves in the role of “trusted advisor” for each customer with whom the engineer engages. As an element of this responsibility, it is the duty of the Engineer to address and resolve technical and systems issues as quickly as possible. At times, this may mean that the Engineer must continue working past normal working hours (8 : 00 AM – 5 : 00 PM) to ensure resolution to reported problems / issues and to minimize customer down-time. By nature, some systems and server maintenance must be performed outside of normal working hours. Work hours of 40-45 hours per week are expected and normal. Included in this figure is after-hours work, which averages approximately eight (8) hours monthly.

Role Objectives

Provide world-class customer service to our clients.

Success in the IT Engineer position will be based on the Engineer’s ability to meet or exceed our clients’ expectations and by meeting / exceeding the Service Level Agreements (SLA) specified in Acumen IT’s customer agreements.

Improve the customer satisfaction of the accounts with whom the IT Engineer interacts.

Identify opportunities to improve the managed services delivery model and process and work with staff, peers, and management to improve and enhance the breadth, depth, and quality of services provided.

(Etc.)

Role Responsibilities

General

The engineering position will act as the systems administrator / engineer for our clients with duties including, but not limited to :

Documentation of resolutions, observances, time worked, and client / internal communication.

Concurrently manage multiple priorities and open tickets / issues / cases.

Regular communication with other engineers and management.

Serve as resource to enter necessary documentation into IT Glue.

Assist with issue troubleshooting and problem resolution relative to customer technical issues that cannot be easily resolved and that prove to be challenging and time-consuming.

Administrative Responsibilities

Respond to and log all inquiries received from clients via telephone, E-mail, or on-site.

Ask and gather intelligent questions about the client’s business and accurately record within findings within the ticketing system. Create and maintain client-related documentation.

On a timely basis, enter / update tickets and compose / file detailed documentation for all incoming support requests.

Maintain and update daily for all tickets well documented and updated case notes.

Communicate daily with clients regarding the status of open, outstanding, and unresolved, tickets.

Identify, analyze, troubleshoot and resolve client technology issues and service requests.

Communicate with and report client and internal issues to the Supervisor and other members of the Services Business Unit management team.

Work with other team members, vendors, and alliance partners as appropriate to collaboratively address client requests and resolve technical issues.

Participate in group discussions, meetings, work teams, and company meetings / events as required.

Enter time on a daily basis, and submit timesheets on a weekly basis.

Dress appropriately for all activities performed on behalf of the company.

Maintain inventory of customer-owned equipment in the office for repair, and ensure that repairs are completed in a timely manner.

Technical Responsibilities

Provide customer support, including the troubleshooting of issues with computer / server hardware, network / internet connectivity, E-mail, active directory, software applications, etc.

Fulfill client requests for password and user account administration based on documented procedures.

Properly escalate tickets to a higher level of support as necessary, securing assistance of an elevated skill level to effectively deliver repairs within a reasonable time frame, achieve timely parts delivery, or resolution of any other technical issue that could impact customer satisfaction.

Setup and configure new computers for clients based upon documented internal / client procedures.

Install, maintain, and support Servers, Workstations, and peripheral equipment including customer-sponsored mobile devices.

Install, maintain, and support network devices such as switches and routers.

Manage E-mail, backup, anti-spam, and virus protection.

Administer user accounts, permissions, and passwords.

Monitor Network and computer resource usage.

Rebuild, repair, and / or upgrade client computers / servers based on documented procedures.

Execute project work according to documented Statement of Work (SOW.)

Ensure the most cost-effective and efficient configuration, deployment, and application of server equipment in our clients’ environments.

Propose and deliver IT solutions to business and management problems.

Execute regular / routine preventative measures and monitor and maintain in a healthy state network security, particularly if the network connects to the internet.

Provide training and technical support for system users with varying levels of IT knowledge and competence.

Perform Help Desk function when on rotation for Remote Support.

Participate in On-Call emergency rotations.

Other items as assigned by management.

Required Role Qualifications

3+ years of experience in managing and supporting mission-critical IT production environments.

Positive mental attitude.

Must possess above-average customer service skills. Need to be able to communicate effectively with owners of client businesses and employees of client businesses. Attitude and demeanor needs to be professional and humble, projecting an eager willingness to serve the client.

Must be a self-starter, able to function independently, be motivated to remain abreast of information technology, and be a team player willing to take direction from management.

Communication skills : Ability to speak clearly and to enunciate well, with proper use of the English language in order to communicate effectively with co-workers and customers. The ability to write clearly and concisely, using proper spelling, for documentation of work done for billing purposes, and updates to tickets.

Ability to read, analyze, and interpret fairly complex documents such as flow charts, circuit diagrams, etc.

Mathematical and statistical skills : Ability to add, subtract, multiply, and divide using whole numbers, common fractions and decimals. Ability to compute rates, ratios, and percentages.

Ability to accumulate and calculate statistical data, and to appropriately graph, analyze and interpret the data.

Computer skills : in-depth knowledge of computer hardware and software. Ability to individually troubleshoot problems and issues without necessarily relying on co-workers. Ability to learn client software programs well enough to perform basic troubleshooting and work with 3rd party vendors to address and resolve issues. Ability to use common MicrosoftOffice application programs such as Access, Excel, Word, Outlook, and PowerPoint. Ability to use display projection devices. Ability to perform basic work on printers such as inserting maintenance kits, and basic cleaning.

Moderate physical effort is required. Most work is performed while sitting, using a desktop or laptop. Site visits will require standing, walking, and / or climbing stairs. Lifting of equipment up to 50 lbs. may be required at times.

Desired Role Qualifications

Microsoft IT Certifications, specifically MCSE 2012.

Certifications : Apple, Fortinet, Datto, Cisco, A+, NETWORK+, Security+.

2 or 4 year degree in IT or an Information Systems-related discipline.

Job Type : Full-time

Salary : $50,000.00 - $70,000.00 per year

Benefits :

401(k)

401(k) matching

Dental insurance

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Professional development assistance

Vision insurance

Compensation package :

Bonus opportunities

Experience level :

2 years

3 years

Schedule :

Monday to Friday

On call

Work Location : In person

Job Type : Full-time

Pay : $50,000.00 - $70,000.00 per year

Benefits :

401(k)

401(k) matching

Dental insurance

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Professional development assistance

Vision insurance

Compensation Package :

Bonus opportunities

Schedule :

Monday to Friday

On call

Ability to Commute :

Greer, SC 29650 (Required)

Ability to Relocate :

Greer, SC 29650 : Relocate before starting work (Required)

Work Location : In person