Tier I Engineer

Description

The Tier I Engineer is responsible for various managed IT support related to technical troubleshooting and maintenance. This is the first level of technical customer support. The Tier I Engineer has a broad understanding of the hardware, software and infrastructure unique to each Proven IT client.

• Delivers the first line of support for Proven IT Helpdesk customers
• Analyzes and investigates the customer needs through qualifying questions over the phone and remote diagnostics
• Solves complex and simple customer problems using logic and knowledge
• References and contributes to Proven IT knowledge base
• Communicates and works effectively as a team with colleagues to solve client issues
• Routinely uses computer and network knowledge to troubleshoot and find the best solution for customer IT needs
• Consistently reviews and prioritizes tickets and workload
• Documents troubleshooting steps and final resolution to ensure continuity in support
• Encourages and builds positive relationships and communicates effectively with co-workers, customers and third-party vendors
• Performs other duties as assigned
• This is an in-office position with up to 50% travel

• Bachelor's degree or related experience in Computer Information Systems/MIS or other business-related field.
• Previous experience working in the IT field preferred
• Strong problem-solving skills
• Ability to work in a physical office
• Ability to travel to client sites
• Experience with Networking and Servers preferred
• Must possess sound analytical, communication and technology skills
• Ability to multi-task with a strong attention to detail
• Must maintain confidentiality of information
• Excellent organizational and customer service skills
• Must be a self-motivated individual with a willingness to collaborate with others on a regular basis
• Ability to climb stairs and ladder
• Must be able to work in confined spaces such as but not limited to server closets, under desks, etc
• Must be able to lift up to 50 lbs

• CompTIA A+
• CompTIA Network+
• MS-900 (Microsoft 365 Fundamentals)
• AZ-900 (Azure Fundamentals)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.
While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, controls; reach with hands and arms; stop, kneel, or crouch; talk or hear;
The employee uses computer, copier, faxing and telephone equipment. The employee must be able to walk for short periods of time and sit, and stand for long periods of time.

GROUP HEALTH INSURANCE: After a 30‑day waiting period, full‑time employees (who work at least 30 hours per week) and their dependents are eligible to enroll in health benefits through Cigna. Health options include two PPO plans or a High Deductible Health plan. Dental and vision benefits are also available.

EMPLOYER‑PROVIDED LIFE/AD&D INSURANCE: After a 30‑day waiting period, Proven IT provides a flat $25,000 life insurance benefit administered by Blue Cross Blue Shield to all full‑time employees. Accidental Death & Dismemberment (AD&D) benefits are paid up to the full life insurance amount, reduced at ages 65, 70, and 75.

EMPLOYER‑PROVIDED LTD: Long‑Term Disability insurance is an employer‑provided benefit that protects against loss of income when an employee is unable to work for a long period. The elimination period is 90 days; the maximum benefit is 60% of covered payroll up to $6,000/month.

EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize disability resource services through Blue Cross Blue Shield of Illinois. Telephonic counseling, web‑based services, and limited face‑to‑face sessions are available.

401K PLAN: After 120 days of service, employees may contribute on a pre‑tax or post‑tax (Roth) basis. Proven offers a 100% match of the first 3% of deferrals plus 50% of the next 2%.

FINANCIAL ADVISORY SERVICES: Proven IT partners with Merrill Lynch to offer free financial advisement relating to 401(k) and…