Full-Time Associate Operations Engineer- 2nd Shift

Second Shift Hours: 3 PM TO 11 PM CT Friday to Tuesday

What You’ll Do

• Directly answer customer inquiries by phone, email, or ticket
• Work directly with customers to resolve issues relating to most common infrastructure technologies, including Network (WAN, LAN, Wireless), Unified Communications (UC) suite, Microsoft, Citrix, etc.
• Monitor and respond to active events in an urgent matter
• Ensure tickets are addressed and brought to resolution within specified SLAs
• Write knowledge base and runbook articles for the BMS Operations team and our customers
• Provide feedback on operations process for continuous improvement
• Participate in planning, designing, and engineering services to implement changes to client infrastructure to better and more quickly resolve technical issues

Who You Are

• Enjoy the challenge of problem-solving in a technical environment
• Passionate for customer service and doing the right thing for the customer at all times
• Possess advanced customer service skills/soft skills and experience in handling customer relations
• Maintain a professional demeanor and excellent communication skills (in-person, phone, email)
• Pay strict attention to detail to ensure minimal risk to the environment
• Enjoy working flexible hours
• Take responsibility and are accountable for your work
• Motivated to learn and grow in your career and adapt to change

The Tech Stuff

• One industry-accepted associate-level certification (e.g., Network+ or CCNA) or comparable experience, or ability to obtain certification within 6 months of hire
• Basic networking (subnetting, basic routing protocols, LAN, WiFi)
• Basic understanding of security and data center technologies, virtualization
• Basic Windows & Linux Server administrative tasks
• Conversational knowledge of other data center technologies (Citrix, Load Balancers)
• Experience in IT Service Management, Managed Service Provider, or ISP

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