Associate Engineer (Level 1)

Department: Service and Support

Reports to: Service Manager

General Summary:

Associate Engineers are typically entry level with less than one year of experience. This person is a good communicator and a person who can manage well when the client is in a pickle and really needs strong guidance. This person should be prompt and/or know the importance of communicating ETA's to clients. Most importantly, this person should be eager to learn while following prescribed procedures.

Position Responsibilities:

• Answer Help Desk phones
• Provide Level 1 phone support
• Alerting
  • Watch the consoles for new alerts
  • Escalate as required
  • Portal/RSM management

Knowledge, Skills, and Abilities:

• Experience required with Windows desktop operating systems
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Experience with Terminal Services
• Understanding of relationship between switches, patch panels and connecting nodes to a network
• Working Knowledge of Wireless Technologies

Credentials and Experience:

• New hire with no certifications
• Eager to learn
• Takes direction from Engineers/Technicians