Tier 1 Engineer

Tier I Engineer

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% local travel to client sites

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 individuals 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 a choice of 2 PPO plans, and a High Deductible Health plan. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the Eye Med network.

Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.

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 (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD:
Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM:
All employees may utilize the Disability Resource Services through Blue Cross Blue Shield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions.

401K PLAN:
All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals.

FINANCIAL ADVISORY SERVICES:
Proven IT partners with Merrill Lynch to offer financial…