Associate Operations Engineer 3rd Shift

Company Description

Who We Are

Burwood Group is not your average technology consulting firm. We are an innovative, culture-driven, industry leader and we are growing our team by leaps and bounds. Founded in 1997 in Chicago (and still headquartered here), we've grown to be a 200 employee firm with people and offices spread from Southern California to North Carolina. Our specialty is closing the gap between business strategy and technology solutions. Our clients view Burwood as a trusted advisor and partner who can help them select the best technology for the job, manage and execute a first-rate implementation, and measure project success by the business outcomes achieved.

Job Description

Third Shift Hours: 11 pm - 8 am cst

What You’ll Do 

This role will also give you the opportunity to get hands on with the latest infrastructure technologies, including WebEx Contact Center, LAN/WAN, Security, Wireless, and more. The Burwood Managed Services (BMS) Operations Team is constantly raising the bar for great customer support and service, and we pride ourselves in hiring people who share the same passion for outstanding customer service. 

Your day-to-day responsibilities will include: 

• Monitoring and responding to active events in an urgent matter 

• Directly answering customer inquiries by phone, email, or ticket 

• Working directly with customers to resolve issues relating to most common infrastructure technologies, including Network (WAN, LAN, Wireless), Webex Contact Center, Microsoft, Citrix, etc. 

• Ensuring tickets are addressed and brought to resolution within specified SLAs 

• Writing knowledge base and runbook articles for the BMS Operations team and our customers 

• Providing feedback on operations process for continuous improvement 

In addition to the day-to-day responsibilities, you will have the chance to participate in planning, designing, and engineering services to implement changes to client infrastructure to better and more quickly resolve technical issues. 

Qualifications

Who You Are 

• You enjoy the challenge of problem solving in a technical environment 

• You have a passion for customer service and always doing the right thing for the customer 

• You have advanced customer service skills/soft skills and experience in handling customer relations 

• You maintain a professional demeanor and have excellent communication skills whether that be in-person, over-the-phone or e-mail. 

• You pay strict attention to detail in all that you do to ensure minimal risk to the environment. 

• You enjoy working flexible hours, working when it is necessary and taking the time off you need to ensure you’re always at the top of your game. 

• You take responsibility and are accountable for your work. 

• You love to be part of something bigger than you and work to see the team succeed above all.  

• You are motivated to learn and grow in your career and can adapt to change or business needs 

The Tech Stuff 

• One industry accepted associate level certification such as Network or CCNA or comparable experience or ability to obtain certification within 6 months of hire.  

• Basic level networking, including IPV4, DNS, DHCP, and LAN/WAN 

• Basic understanding of security and the roles that it plays in an organization 

• Basic understanding of data center technologies and virtualization 

• Able to perform basic Windows & Linux Server administrative tasks 

• Experience with Windows patching or experience with a patching tool such as Ivanti or SCCM 

• Experience with a monitoring and ticketing platform 

• Conversational knowledge of other data center technologies such as Citrix, Load Balancers, etc. 

• Direct experience working with an ISP or vendors 

Additional Information

The Perks

The Compensation packages at Burwood Group are based on various factors unique to each candidate, including work location, skillset, experience, qualifications, market conditions, and other job-related reasons. The estimated salary range for this role is $50,000 to $60,000. This role may also be eligible for incentive compensation based on individual and/or company performance. Sales roles have an additional opportunity to earn substantial variable compensation tied to quota achievement.

If you ask any of our employees here at Burwood “what we love”, the top answer is always the same: our culture.  Our employees are driven, innovative, fun-loving, and always willing to help. In addition to that, Burwood also offers some fantastic benefits:

• 401(k) and Roth 401(k) savings plan, complete with a company match
• Generous vacation policy
• Health, dental, and vision insurance
• Life and accident insurance
• Short- and Long-Term Disability coverage
• Flexible spending accounts for pre-tax healthcare and transit/parking expenses
• Access to financial planning expertise
• Mental wellness programs
• Learning opportunities in support of career development

Our Commitment to Diversity & Inclusion

We are not intent on being the largest company; but rather, the best. These are the words we live by. This means we welcome all the best talent - regardless of gender, race, ethnicity, sexual orientation, disability, religion, and age. 

Being open to all cultural backgrounds, life experiences, thoughts, and ideas not only strengthens company culture, but also encourages different-in-kind thinking and promotes economic success.