Tier 1 Engineer

Description

The Tier I Engineer is responsible for various managed IT support related to onboarding and ongoing technical maintenance and trouble-shooting support. This is the basic level of customer support. The Tier I Engineer is a generalist with a broad understanding of the hardware, software and systems that the customer has on site and is not required to understand the inner workings.

Responsibilities

• Aids support to the Proven IT Helpdesk which is the first line of support for our customers.
• Responds to the customers with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs.
• Uses and adds to a knowledge center for customer calls in Connect Wise.
• Communicates and works as a team with Tier II and Tier III to solve a customer’s issues.
• Uses logic and knowledge to solve complex and simplex customer problems
• Routinely uses computer and network knowledge to trouble shoot and find the best solution for the customers workflow needs
• Consistently reviews and prioritizes tickets and workload
• Works with clients over the phone to investigate issues and provide solutions
• Documents calls and resolutions to ensure continuity throughout the team
• Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and possibly vendors
• Performs other duties as assigned.

Requirements

• Bachelor's degree or related experience in Computer Information Systems/MIS or other business related field.
• Previous experience working in the IT field preferred
• Strong problem solving skills
• Ability to work in a physical office
• Ability to travel to client sites
• Experience with Networking and Servers is a huge plus
• Must possess solid analytical, communication and technology skills
• Ability to multi-task with a strong attention to detail
• Must maintain confidentiality of information
• Excellent organizational and customer service skills
• Must be a self-motivated individual with a willingness to work well with others on a regular basis
• Ability to climb stairs and ladder
• Must be able to work in confined spaces such as but not limited to server closets, under desks, etc.
• Must be able to lift up to 50 lbs.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, controls; reach with hands and arms; stop, kneel, or crouch; talk or hear;
The employee uses computer, copier, faxing and telephone equipment. The employee must be able to walk for short periods of time and sit, and stand for long periods of time.

Benefits

GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits through Blue Cross Blue Shield of Illinois (BCBSIL). Health options include a choice of 2 PPO plans, a High Deductible Health plan and a HMO. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the Eye Med network.

Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by Blue Cross Blue Shield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount.

Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination…