Summary: The Associate Engineer is responsible for supporting the availability, performance, and security of the IT infrastructure. This role delivers hands-on technical support across systems, networks, and security platforms while ensuring high service levels, efficient project execution, and adherence to operational standards.
Essential Functions:
- Analyze complex business problems as it relates to enterprise network infrastructure (systems, network, and security).
- Install and support Cisco and other firewall technologies.
- Interface with all levels of employees, internally and within client businesses, to support program requirements (business owners, project managers, customer employees, and executive management).
- Manage and resolve support tickets using the designated ticketing system, ensuring timely and accurate documentation.
- Utilize software tools to create, update, and maintain detailed records for all interactions received.
- Write technical procedural documentation.
- Manage workflow of infrastructure tasks, automated events, and manager requests to ensure customer service level and KPI compliance.
- Maintain regular attendance.
- Other duties as assigned by management.
Required Education, Knowledge, and Experience:
- Associate’s degree in computer science or related field preferred.
- A minimum of 2 years’ support experience in computer and network systems environments or an equivalent combination of education and experience is required.
- Knowledge of industry best practices and experience with physical and virtual systems, storage, network, and security troubleshooting.
- Must have the following certifications or obtain them within the first 3 months of employment:
- Microsoft 365 Fundamentals (MS-900)
- (5) LogicMonitor badges
Abilities and Skills:
- Ability to prioritize and manage competing demands and tasks and successfully manage multiple engagements that may require additional resources.
- Ability to identify and escalate process improvement recommendations.
- Strong verbal and written communication skills.
- Ability to work independently and as a member of a team.
- Effective interpersonal skills.
- Strong analytical and documentation skills.
- Attention to detail, excellent organizational skills, and must possess solid customer service skills.
Physical, Mental Requirements and Work Environment:
- Prolonged periods of sitting and working at a computer, with regular use of hands and fingers for typing and data entry.
- Ability to lift and carry items up to 50 pounds on occasion.
- Ability to stand and walk for extended periods as needed to perform job duties.
- Capacity to work effectively in a fast-paced, dynamic environment with competing priorities.
- Manual dexterity sufficient to operate a keyboard, computer, and other standard office or technical equipment.
- Must be able to work hours outside of normal business hours as required.
Conditions of Employment:
- Must pass pre-employment (post offer) background check and drug screen.
- Must be a U.S. citizen due to client requirements.
- Must be able to work overnight shifts.
- Must be able to work holidays, as needed.
- Must maintain required certification levels, as needed.
