Associate Engineer - Infrastructure Operations Center (Weds - Sat)

Are you looking for a challenging role as an AssociateEngineer- Infrastructure (Operations Center)? InterVision Systems is a strategic service provider committed to unlocking value by delivering innovative technology through a consultative approach. We believe we will transform businesses through the evolutionary power of technology. Our people are the best in their field!

So, if you are looking for a career changing opportunity, we want to meet you!

The AssociateEngineer (Operations Center) is part of the Infrastructure Team. This role will provide direct technical support to customers in a fast paced, team oriented, 24x7, call center environment.

The Associate Engineer will be responsible for analyzing and diagnosing issues escalated from the Infrastructure team. Activities include troubleshooting and resolving customer hardware, software, network infrastructure, and telephony issues. The Associate Engineer will also work with members of the team by assisting them with reproducing issues, isolating problems, and understanding how customers have deployed and used InterVision’s products and technology.

This role reports directly to the Manager, Operations Center and is responsible for case creation, case routing/escalating, status communication, and working directly with third party vendors.

The hours for this position will be four 10 hours days: Wednesday - Saturday

Do you have the Right Skills and Experience for our Team?

• 2-year Technical Associates Degree or similar experience.
• 2 + years in an Operations Center or TAC as a Technical Support Engineer supporting installation, configuration, troubleshooting, and maintenance.
• 2+ years of Customer Service Experience
• Basic knowledge of network Infrastrure, including LAN, WAN, Wireless, PRI lines, Carrier/Vendor support
• Strong debugging and troubleshooting skills
• Direct experience troubleshooting and supporting hardware and software for:
  • Cisco Router/Switches
  • SD-Wan Devices
  • Meraki MX Switches and Wireless
  • HPE/Aruba Devices
  • Juniper Devices
• Results oriented individual with experience managing ISP providers and vendors with the motivation to push for updates and drive resolution while maintaining a high level of professionalism.
• Direct customer service experience with the ability to consistently achieve high levels of customer satisfaction.
• Familiarity with basic telephony, personal computers, printers, current operating systems, MS Office, Outlook, mobile communication devices, and web browsers.
• Excellent technical and non-technical written and verbal communication skills.
• Ability to multi-task while following established guidelines, policies, and procedures.
• Ability to excel and remain positive in a high-pressure, dynamic, 24x7 team environment.
• Quickly adjust to priority changes or work assignments without sacrificing quality.
• Demonstrate a sustained commitment to quality, professionalism, and integrity.
• Support rotational duties and be willing to work nights, weekends, and holidays.
• Certifications Preferred, at least one in: Cisco (CCNA), SD-WAN (SPSP, SPSX, DSN) , Aruba/HPE (Associate), Juniper (Associate)
• Experience with Service Now or other helpdesk / ticketing platforms

What GREAT things will you be doing?

• Assist customers with incident and change management activities
• Analyze and trouble-shoot network failures and escalate issues according to established guidelines.
• Open trouble tickets and test with vendors and ISPs.
• Resolve technical issues within scope guidelines and quickly escalate issues according to procedural documentation and training.
• Respond to network events, diagnose, and provide analysis for resolution within SLA’s.
• Create and update trouble tickets using corporate ticketing system.
• Quickly and accurately, report major outages to management with frequent communications on incidents affecting multiple users, reoccurring incidents, procedural gaps, training requirements, etc.
• Interface directly with customer(s) to resolve network events and service requests.
• Ensure that customer SLA commitments are consistently met while providing a high level of customer satisfaction.
• Use knowledgebase and case history for service request resolutions, accurate ticket classifications, and escalations.
• Obtain and provide timely service updates to/from relevant parties.
• Create and maintain procedure and informational documents as needed to ensure consistent customer support.
• Maintain accurate case documentation for all service requests. This includes detailed notes, escalation management and closure codes.
• Enthusiastically meet or exceed performance metrics as set forth by management.
• Adhere to operational processes and InterVision guidelines for Operations Center employees.
• Maintain a flexible work schedule within the 24X7 Operations Center.
• Continually update skills through vendor certifications on emerging technologies and InterVision product offerings.
• Interface effectively with all InterVision employees, customers, and vendors.
• Maintain a high level of professionalism and integrity.
• Actively participate in mandatory meetings, training sessions, and projects.
• Performs other duties as assigned and required. Duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above.

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How Do We Back Our Strong Reputation?

GREAT PLACE TO WORK: If you thrive in an environment of growth and individual impact, InterVision is the place for you!

CUSTOMER SUCCESS: InterVision has worked with more than 5,000 clients across industry sectors to solve their biggest business challenges. We take a neutral approach to determine which IT consumption model best fits each client organization. Recommendations are custom designed around specific client requirements, integrating best-in-class solutions from our vendor partners. SBM Magazine recognized our unparalleled approach to customer service by awarding InterVision with their Best Customer Service Award.

BROAD CAPABILITIES: InterVision offers a wide range of services and solutions that organizations need to thrive in today’s dynamic IT market, including on-premises solutions, managed services, cloud services, hosting/colocation services, automation, and professional services. This broad Hybrid IT portfolio uniquely and competitively positions InterVision in an industry largely made up of small, specialized consultancies or very large commodity resellers.

INDUSTRY ACCOLADES: InterVision has received some of the technology industry’s most prestigious awards. This includes multiple wins for CRN Technology Elite 250, CRN’s Solution Provider 500; CRN MSP 500, and Inc. Magazine’s 5000 Fastest Growing Private Companies. InterVision President and CEO Aaron Stone received accolades as one of the Top 100 St. Louisans to “Know How to Succeed in Business.” InterVision’s Disaster Recovery-as-a-Service has been positioned in Gartner and Forrester analyst reports multiple years in a row.

TOP VENDOR CERTIFICATIONS: InterVision holds the highest certifications and partner levels with leading technology vendors, and we have teams of trained engineers supporting their solutions. Here are just a few of the certifications from our list of 80+ vendors: Cisco Gold Certification, Cisco Cloud and Managed Services Master, Juniper Elite Partner, Microsoft Gold Partner, NetApp Star Partner, Palo Alto Networks Diamond Partner, and VMware Premier Partner.

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