Description:
About ISG Technology
At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we've been doing it for over four decades.
Join in on the Success
As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRN’s Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings.
But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 77, compared to the industry average of 47. If you're the type that takes pride in providing world-class support, you may have what it takes!
Key Accountabilities:
-
Assigned Projects / Tickets
-
Vendor Certifications
-
Utilization and Billable Hours
Job Summary: Responsible for resolving escalated break/fix support tickets and small projects across the Routing & Switching, Data Center, Wireless, Security and Collaboration disciplines. The Network Engineer I will provide broad technical expertise and remote technical assistance as needed across all disciplines mentioned. The role requires a comfort level of communicating professionally across different internal and external organization levels. Primary working relationships with the Sales, Service Delivery, and other groups within ISG, as well as, interacting directly with ISG customers. This role also has working relationships with vendors to ensure that the team stays current with new vendor technologies and capabilities.
What you bring to the position:
-
You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate.
-
You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
-
You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction.
-
You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor.
-
You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
-
You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a “know-it-all.”
You successfully fulfill the following essential duties and responsibilities:
You will utilize your ADMINISTRATIVE SKILLS to efficiently:
-
Communicate and present objectives verbally and in writing to a variety of audiences.
-
Create and implement detailed action plans.
-
Manage and prioritize complex, changing workloads in a challenging technical environment.
-
Complete ConnectWise data entry in an accurate and timely fashion.
You will use your COLLABORATIVE SKILLS to:
-
Work both independently and as a member of a team for project execution.
-
Collaborate with Senior Network Engineers and Lead Network Engineers to provide solutions to challenging problems.
-
Participate in team training programs in order to maintain standards of the team.
-
Develop and maintain positive relationships with vendors, and keep current on technology products.
-
Work independently in a self-directed manner and collaboratively as a team leader or member.
-
Support the company by completing other job duties as assigned.
You will use your TECHNICAL SKILLS to:
-
Provide break / fix support to ISG customers.
-
Participate in Service Desk overflow calls as required.
-
Provide technical expertise across a broad range of solutions and products.
-
Provide technical guidance on scopes of work as needed, create/present project handoff technical documentation and create/maintain client documentation.
You will use your CUSTOMER SERVICE SKILLS to:
-
Maintain responsibility for managed services onboarding and ongoing support to managed services customers.
- Participate in rotation of after hours on call support.
-
Travel to client sites and/or data center sites as required, approximately 5%.
As a successful employee, you will demonstrate the following professional skills as you carry out your position:
-
Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.
-
Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
-
Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.
-
Presentation – Deliver business, non-technical, and limited-technical presentations to audiences of 20-150 individuals.
-
Leadership – Lead people and get results through others in a positive and inspiring manner.
-
Management – Organize and manage multiple priorities.
-
Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; upholds company values.
-
Organizational Support – Follow company policies and procedures and complete other duties as assigned.
-
Judgment – Include appropriate people in decision-making process.
-
Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.
-
Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions.
-
Planning and organization – Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks.
-
Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments.
-
Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
-
Detail & Task Oriented – Manage and follow through on multiple tasks, items and communications in a timely manner.
Requirements:
You will meet the following educational, licensing, certification and work experience requirements:
-
Bachelor’s Degree preferred or Associates Degree with equivalent experience.
-
Minimum of 2-4 years of experience working with network environments.
-
Working knowledge in some of the following technologies:
-
Routing & Switching
-
Data Center
-
Wireless
-
Security
-
Collaboration
-
Working knowledge in some of the following products and solutions is preferred:
-
Routing & Switching
-
Cisco
-
Meraki Switches
-
Aruba Switches
-
Network Analysis Tools
-
Wireless
-
Cisco
-
Meraki Wireless
-
Aruba Mobility Controllers
-
Aruba Instant APs
-
Aruba Central
-
Security
-
Meraki MX
-
Cisco Umbrella
-
Fortigate
-
Collaboration
-
Cisco Unified Communications Manager
-
Microsoft Teams Calling
-
Competency with Visio.
-
Hold and maintain a valid driver’s license; driving record must meet the criteria of ISG’s insurance carrier for acceptance of coverage.
You will follow the ISG Technology Core Values:
Humor & Fun
-
We believe it’s important to take time outside of work to spend time with family and keep the wind in our sails.
-
We collaborate and value sharing our unique perspectives.
-
We’re inclusive and create activities that align with people’s interests and passions.
Resilience
-
We pride ourselves in meeting high-pressure challenges
-
We never quit and demonstrate the ability to see daunting assignments through … successfully.
Lead by Example
-
We demonstrate courage in having crucial (and sometimes “tough”) conversations.
-
We are reliable and highly accountable in our use of systems and tools.
Continuous Improvement
-
We’re creative thinkers who can adapt to evolving situations.
-
We’re humbly confident, know our stuff, are willing to coach and be coached.
-
We’re willing to make “healthy” self-sacrifices for the greater good.
“Team First” Initiative
-
We are pro-active and stay on top of training and certifications.
-
We willingly take on more responsibility if we see a need and can assist.
-
We view individual accountabilities as representing the whole team.
You are able to work in the following environmental and working conditions:
-
Prolonged periods of sitting at a desk and working on a computer and phone.
-
Work in a general office environment.
-
Travel to client and prospect locations with varying conditions.
- You have mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.
