Network Support Engineer

This hybrid role is based in Bloomington, IL and combines remote work flexibility with the need to be present in our office and at client locations. 

SUMMARY:  The Network Support Engineer provides exemplary professional and technical service to all clients while troubleshooting escalated service tickets. The engineer actively works to identify inefficiencies and suggests technical and process improvements to meet and exceed client expectations. She / he provides best practices guidance to interns to help with their professional development. The Network Support Engineer creates documentation for common issues and shares expertise with the rest of the team.

ESSENTIAL FUNCTIONS / RESPONSIBILITIES:

• Review service tickets and resolve issues for clients while providing an excellent customer service experience by providing updates and setting expectations. 
• Escalate tickets with detailed documentation to appropriate service boards. 
• Travel to client sites to resolve issues requiring hands on remediation.
• Performing regular proactive, network administration visits at client sites to assess current network environment to ensure equipment is functioning properly and our services are correctly installed.
• Serves as liaison between client and client’s hardware and software vendor as it relates to escalated service tickets.
• Provide support and coverage for RemoteFix (RF) when additional support is needed to address a high volume of service requests and when RF Engineers are out on PTO.
• Creates new service tickets in ConnectWise ensuring that information is detailed and correct. Verifies contact information with client and set client’s expectations by giving timeline for completion. 
• Ensure that documentation is created and updated on service tickets prior to working on next ticket.
• Promptly notify Strategic Business Advisors (SBA)/ Service Scheduler of any emergency service tickets. Keep the SBA and Service Scheduler up to date when you are addressing an emergency.
• Understands the nature of the relationships Integrity has with each individual client as well as the unique inner workings of their infrastructure.
• Always provides exemplary customer service and is sensitive to the fact that they are not often the 1^st person assisting them with a problem.  Provides reassurance that their problem will be resolved in a prompt manner.
• Mentor Integrity Interns and provide training to new Integrity team members.
• Participate in the on-call rotation.
• Skills Development
  1. Communicate resolutions to our help desk team for continued technical development.
  2. Willingly share technical and professional knowledge with Integrity technical staff
  3. Attend and participate in professional and technical training sessions.  Share key learning points for individual and organizational improvement.
  4. Actively participating in Integrity’s Open Book Management program by learning about the financials of the company, the financial impact of decisions, and playing to win.
• Actively participate in Integrity’s Entrepreneurial Operating System by learning the tools, contributing to the solution of issues, and following our processes.  
• Process Improvement
  1. Identify inefficiencies and suggest process improvements to meet and exceed client expectations.
  2. Identify and implement technical improvements that can lower the number of escalated and general help desk tickets.
• Perform other duties as required and requested.

KEY SKILLS/KNOWLEDGE (COMPETENCIES) REQUIRED:

• Demonstrate strong troubleshooting skills
  1. Methodical: Able to start with the simplest and most likely solution and quickly progress to more advanced solutions as needed
  2. Detail-oriented: Able to use the minute details of a problem to filter out the many possible solutions that do not apply
  3. Able to create a detailed plan of attack for complex issues and estimate the duration of each step 
  4. Able to set goals quickly and judge when focusing on a different solution is in the best interests of a client
• Communicate troubleshooting clearly to both technical and non-technical parties
• Expert Googler! 
• Experience with common network infrastructure protocols such as DNS, DHCP, FTP, SSH
• Familiarity with locating and using Microsoft KB and TechNet resources
• PC and server hardware troubleshooting knowledge (A+ certified preferred)
• Windows desktop troubleshooting skills (understanding the Windows registry, user profile troubleshooting)
• Demonstrated ability to apply TCP/IP and switching/routing concepts to solve network problems
• Experience following Active Directory best practices
• Experience with Office 365 
• General knowledge of PowerShell 
• Experience troubleshooting local and networked printer installations and drivers (32- and 64-bit)
• Experience with common packet capture utilities such as Wireshark
• Greet clients, establish rapport, project a professional tone, calm stressed or upset clients and document all details.
• Excellent ability to present technical information in a clear and concise manner to a variety of people, including non-technical.
• Understand technical issues and utilize previous technical experience to solve technical problems.
• Prove initiative by seeing and doing what needs to be done; learn quickly. 
• Demonstrate willingness and ability to share new and different ideas.
• Utilize excellent written and verbal communication skills.
• Exhibit superior phone skills.
• Maintain composure in a fast-paced environment.
• Able to provide and receive honest feedback.