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