Position Summary:
Provide basic support and troubleshooting services. Maintain constant contact with Customer Care Desk to ensure that services under contract conform to customer requirements. Responsibilities include support, maintenance, basic implementation and adherence to Company procedures.

Qualifications:

• Minimum one year of experience in system support, issue resolution and customer relations.
• Strong goal-oriented attitude.
• Ability to stay professional under pressure.
• Detail-oriented.
• Able to respect chain of authority and follow instructions to complete defined processes.
• Works well within a team.

Core Responsibilities:

• Work hours are from 7am - 4pm, Mon. - Fri. and it is expected the Engineer will put in a full 8 hour day.
• The Engineer will be required to travel onsite to Customer locations for support.  This may be local or within the Companies support offices.  The Engineer is responsible for the means of transportation to and from these support locations.
• Business Causal dress code is strictly enforced and the Engineer is expected to wear Business Casual clothing whenever meeting with a Customer.
• The Engineer is required to keep accurate time entries and grammatically correct updates on all Customer tickets.
• The Engineer is required to complete and submit a Time Sheet and any Expense Report by Tuesday noon of the following week.
• After a 3 month initiation period the Engineer will be scheduled for the rotational after hour on call process.
• After a 6 month initiation period the Engineer will be scheduled for the rotational maintenance weekend process.
• The Engineer will be required to complete annual assigned training classes and pass exams.
• Core Responsibilities are to be completed on time with accuracy to details.  Management will measure and take corrective action if not adhered to by the Engineer.

Essential Engineering Duties:

• Define the problem, action for resolution, and update appropriate documentation.
• Able to perform research on supported products to assist in the resolution of issues.
• Troubleshooting support of server infrastructure (File/Print, Active Directory, and Application) as well as maintain desktop, printer, and peripherals.
• Update Sr. Engineers in meeting the Customers SLA's requirements and insure minimal disruption to the Customer environment.
• Communicate to Sr. Engineers when assistance is required to insure Customer Satisfaction.
• Speak and interact intelligently at an appropriate technical level for the audience being addressed. A person in this position must be comfortable dealing with the various levels within the Customers organization.
• Provide accurate, clear, concise documentation and assistance to others.
• Share technical knowledge and experience with organized, pertinent materials and methods to improve team's processes, products and services.
• Understanding of server hardware, technologies and support.
• Must have aggressive motivation to maintain existing certifications and obtain current vendor certifications outlined by your immediate manager.
• Assume responsibility for ensuring that a quality job is done right the first time, and promote teamwork.
• Provide quality support and service for your customers, striving for continual improvement.
• Recommend alternative processes to improve service delivery to the customer environment in a cost-effective way.
• Assume additional responsibilities as required.

Education and/or Formal Training:

• 2 year Degree in Computer Science, Electronic, or equivalent preferred.
• System Technical Certifications.
• Any HP Certification is a benefit.

Knowledge and Skills:

• Microsoft Products: Maintain and support - Windows Server 2003/2008, Active Directory, Exchange 2003/2007/2010, DNS, Windows XP, Vista, and experience in applying Service Packs.
• Experience with Backup and Recovery solutions.
• Protocols: Working knowledge of protocols such as TCP/IP and SNMP.
• LAN technologies:  Working knowledge of shared and switched Ethernet; Fast Ethernet and Gigabit Ethernet, knowledge of Cisco Firewalls and Routers would be a benefit.
• Monitoring/Remote Support: Experience in remote monitoring of server performance and remote client support.
• Strong written communication skills required for preparing appropriate documentation for requirements definition, desktop/server planning, network operating system, and evaluations/recommendations, strong working knowledge of Word, Excel and Visio are required.    
• Ability to work on assignments that are complex in nature and where considerable judgment and initiative are required in implementation and problem resolution.
• Project Coordination experience is a benefit.
• Ability to provide technical direction and implement customer solutions accurately, in a timely fashion, utilizing standard methodologies that satisfy customer requirements.

Working Environment:

• Traveling between customer job sites.
• Departmental rotational work duties.
• On-call duties with rotation.
• Monthly maintenance schedule with rotation.
• Some equipment installation.