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Engineer

Company/organization: CentricMIT
Contact: Whitney White
Email:
Phone: 4178861751
Website: https://www.centricmit.com/

Responsibilities

This position will be part of a growing team that lives to solve problems and deliver superior service to our customers. The primary responsibility of an Engineer is to assist and complete customer projects on schedule. Other responsibilities include resolving escalated services tickets from the Centric Helpdesk, assisting the sales team with discovery work, working with Centric Account Management and Project Management to create working customer roadmaps, and creating and maintaining documentation.

Essential Functions

  • Provide Exceptional Customer Service
    • All Customers should feel that we care about their issues and want to resolve their issues as quickly and efficiently as we possibly can
    • Communicate with customer to set expectations, update issues, verify resolutions
    • Treat customers with respect and provide assistance with a sense of urgency
    • Go above and beyond to ensure customer satisfaction
    • Meet all appointments and scheduled calls with customers
    • Meet deadlines for all deliverables to customers and coworkers
    • First time resolution of 50% on all tickets
  • Meet SLA Requirements
    • Respond to New Helpdesk or Escalated tickets within 1 Hour
    • Respond to after hour requests while on-call within 1 Hour
  • Utilize Policies and Procedures
    • Create project plans and estimate time required for all projects
    • Complete projects on time as assigned
    • Troubleshoot complex customer issues
    • Completion of documentation assignments as requested
    • Documentation updates completed following the processes and projects
    • Perform maintenance and upgrades after hours if necessary
    • Ticket updates in accordance with ticketing process
      • Update ticket status changes and resource assignment at the appropriate times
      • Determine when tickets meet the criteria for escalation
    • Time entries and resolutions documented appropriately
    • Inventory changes tracked according to documentation
  • Participate in On-Call Rotation
    • Complete on-call rotation assignment as required
    • Ensure all after hours requests are completed according to on-call process and customer contracts

Minimum Qualifications

  • Strong customer service skills
  • Ability to multitask
  • Understanding of troubleshooting techniques
  • Experience with assisting, creating or completing infrastructure projects
  • Strong verbal and written communications skills
  • Five or more years of progressively responsible or directly related work experience

Knowledge and Skills

Experience with the following:

  • Microsoft Office (2013, 2016, 365)Windows Server 2008/2008R2/2012R2/2016
  • Windows 7/10
  • SQL 2012/2014/2016
  • Microsoft Exchange 2010/2013/2016
  • TCP/IP
  • DNS
  • Routers/Firewall/Switches administration
  • Active Directory
  • Group Policy Management
  • WAN and LAN infrastructure understanding

Preferred experience:

  • Demonstrated knowledge of VMWare and/or Hyper V
  • PowerShell scripting
  • SharePoint 2010/2013 or SharePoint online
  • Storage Array Network (SAN)

Company Conformance

In performance of their respective duties, all employees are expected to:

  • Report to work timely in accordance with their respective assigned work schedule
  • Complete work within deadlines and with adherence to quality standards
  • Interact professionally and courteously with other employees, our customers, and our suppliers
  • Work effectively in a collaborative environment as a team contributor
  • Perform other tasks as may be assigned in the course of business

 Other Expectations

Associates are expected to adhere to all of the guidelines published in the PaperWise Employee Handbook. Even though they function highly independent, employees are expected to recognize that they serves as part of a team. As such, they are encouraged to participate in company events when reasonably possible. Furthermore, as part of the CentricMIT team it is possible that a MIT Engineer will be asked to take on duties or tasks that are not specifically defined in this document.

 Corporate Values

Creativity

Initiative

Courage

Accountability

Passion

Impact

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