Job Information
PERRY proTECH Infrastructure Engineer (IT) in Dayton, Ohio
JOB TITLE: Infrastructure Engineer
FLSA CLASSIFICATION: Exempt
SUMMARY: As an Infrastructure Engineer, this person will assist clients seeking technical assistance with infrastructure/network issues over the phone, email, and through the ticketing system. This individual is responsible for determining and implementing the best solution based on the issue and details provided by clients, addressing client issues in accordance with priority and Service Level Agreements (SLA).
ESSENTIAL FUNCTIONS: Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
- Serve as an expert in infrastructure/network issues for clients seeking technical assistance and maximize client satisfaction with timely issue resolution
- Implement and troubleshoot technologies such as routing, switching, wireless, VOIP, and security
- Perform remote or onsite troubleshooting through diagnostic techniques and pertinent questions
- Provide technical assistance in person, via phone, email or ticketing system
- Log all client interactions, noting troubleshooting, resolution, or escalation
- Follow up with customers and users to complete resolution of issues
- Provide training to clients on products installed
- Maintain certifications and working knowledge of network design, protocols, and hardware in order to support a variety of WAN and LAN solutions
- Train on third party remote management tools
- Follow standard IT best practices
- Provide onsite service on emergency service calls when needed
- Recognize and escalate issues when additional skillset is needed
- Communicate and interact with clients, service, and administrative staff in a courteous and professional manner
- Assist on special projects assigned
* GENERAL REQUIREMENTS:*
Strong customer service skills
Advanced analytical and troubleshooting skills
Excellent time management abilities
Keen attention to detail and interest in problem-solving
Ability to know when to escalate issues
Self-motivated, flexible, and take initiative
Excellent verbal and written communication skills
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