Associate Operations Engineer

Burwood Group is a technology consulting firm focused on delivering meaningful business outcomes through innovative solutions. The Associate Operations Engineer will monitor and respond to active events, assist customers with infrastructure technology issues, and contribute to continuous improvement initiatives within the Managed Services Team.

Responsibilities

• Monitoring and urgently responding to active events
• Directly answering customer inquiries by phone, email, or ticket
• Working directly with customers to resolve issues relating to the most common infrastructure technologies, including Network (WAN, LAN, Wireless), Webex Contact Center, Microsoft, Citrix, etc
• Ensuring tickets are addressed and brought to resolution within specified SLAs
• Writing knowledge base and runbook articles for the BMS Operations team and our customers
• Providing feedback on the 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

Skills

• One industry accepted associate-level certification, such as Network+ or CCNA, or comparable experience, or the ability to obtain certification within 6 months of hire
• Basic level networking, including IPV4, DNS, DHCP, and LAN/WAN
• Basic understanding of security and the roles that it plays in an organization
• Basic understanding of data center technologies and virtualization
• Able to perform basic Windows & Linux Server administrative tasks
• Experience with a monitoring and ticketing platform
• Conversational knowledge of other data center technologies, such as Citrix, Load Balancers, etc
• Direct experience working with an ISP or vendors
• You enjoy the challenge of problem-solving in a technical environment
• You have a passion for customer service and always do the right thing for the customer
• You have advanced customer service skills/soft skills and experience in handling customer relations
• You maintain a professional demeanor and have excellent communication skills, whether that be in person, over the phone, or via email
• You pay strict attention to detail in all that you do to ensure minimal risk to the environment
• You enjoy working flexible hours, working when it is necessary, and taking the time off you need to ensure you're always at the top of your game
• You take responsibility and are accountable for your work
• You love to be part of something bigger than you and work to see the team succeed above all
• You are motivated to learn and grow in your career and can adapt to change or business needs

Benefits

• Flexible work-from-home policy
• Generous vacation policy
• Health, dental, and vision insurance
• Life and accident insurance
• Short and long-term disability coverage
• Mental wellness programs
• 401(k) and Roth 401(k) savings plans with company match
• Flexible spending accounts for healthcare and transit/parking
• Access to financial planning expertise
• Learning opportunities to support your growth

Company Overview

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