Introduction to Burwood Group
Imagine being part of a dynamic team that is passionate about delivering exceptional customer service and pushing the boundaries of innovation in the IT industry. At Burwood Group, we are committed to fostering a culture of excellence, diversity, and inclusion, where our employees can thrive and grow. As a leader in IT service management, we are seeking a highly skilled and motivated 3rd Shift Engineer to join our team, working remotely and utilizing the latest infrastructure and cloud technologies.
Job Overview
In this exciting role, you will have the opportunity to work with cutting-edge technologies, including Unified Communications, LAN/WAN, Cloud, security, wireless, and more. As a key member of our Burwood Managed Services (BMS) Operations Team, you will be responsible for providing top-notch customer support and service, ensuring that our customers receive the best possible experience. Your strong technical skills, combined with excellent customer service skills, will enable you to make a significant impact in this position.
Key Responsibilities
- Directly answer customer inquiries via phone, email, or ticket, providing timely and effective solutions to their technical issues
- Monitor and respond to active events in an urgent manner, ensuring that all issues are addressed promptly and efficiently
- Ensure that all tickets are addressed and brought to resolution within specified Service Level Agreements (SLAs), maintaining high levels of customer satisfaction
- Write knowledge base and runbook articles for the BMS Operations team and our customers, sharing your expertise and contributing to our collective knowledge
- Provide feedback on operations processes, identifying areas for continuous improvement and implementing changes to optimize our services
- Participate in planning, designing, and engineering services to implement changes to client infrastructure, enhancing our ability to resolve technical issues quickly and effectively
Qualifications and Skills
To be successful in this role, you should possess a combination of technical, business, and interpersonal skills. We are looking for individuals who are passionate about customer service, enjoy problem-solving in a technical environment, and have a strong desire to learn and grow.
Essential Qualifications
- One industry-accepted associate-level certification, such as Network+ or CCNA, or comparable experience, with the ability to obtain certification within 6 months of hire
- Basic level networking knowledge, including subnetting, basic routing protocols, and LAN/WiFi
- Basic understanding of security and its role in an organization, as well as data center technologies and virtualization
- Able to perform basic Windows and Linux Server administrative tasks, with conversational knowledge of other data center technologies, such as Citrix and Load Balancers
- Direct experience working in IT Service Management, Managed Service Provider, or ISP, with a strong understanding of customer service principles and practices
Preferred Qualifications
- Advanced customer service skills, with experience in handling customer relations and providing exceptional support
- Excellent communication and interpersonal skills, with the ability to work effectively in a team environment
- Strong problem-solving and analytical skills, with the ability to think critically and outside the box
- Ability to work flexible hours, including nights and weekends, with a willingness to adapt to changing business needs
- Strong attention to detail, with a focus on delivering high-quality results and minimizing risk to the environment
Career Growth and Development
Work Environment and Company Culture
Our company culture is built on a foundation of diversity, inclusion, and respect. We believe that a diverse and inclusive workplace is essential for driving innovation, creativity, and business success. We welcome employees from all backgrounds, cultures, and perspectives, and we are committed to creating an environment that is inclusive, supportive, and empowering.
Perks and Benefits
- Flexible work-from-home policy, with the ability to work remotely and maintain a healthy work-life balance
- Generous vacation policy, with ample time off to relax and recharge
- 401(k) and Roth 401(k) savings plan, complete with a company match, to help you plan for your future
- Comprehensive health, dental, and vision insurance, with life and accident insurance, and short- and long-term disability coverage
- Mental wellness programs, with access to financial planning expertise and flexible spending accounts for pre-tax healthcare and transit/parking expenses
- Opportunities for career development and growth, with a focus on learning and innovation
Compensation and Incentives
Our compensation packages are competitive and based on various factors, including work location, skillset, experience, qualifications, and other job-related reasons. The estimated salary range for this role is $60,000-$75,000, with the potential for incentive compensation based on individual and/or company performance.
Conclusion
If you are a motivated and skilled IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity. At Burwood Group, we are committed to excellence, diversity, and inclusion, and we believe that our employees are our greatest asset. Don't hesitate to submit your application today and take the first step towards a rewarding and successful career with our team!
Apply now and join our dynamic team of IT professionals who are passionate about delivering exceptional customer service and pushing the boundaries of innovation in the IT industry. We look forward to hearing from you!
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