Job Title

Overview Associate Engineer Job Overview The Associate Engineer position is an integral part of the IT Field Operations team. An Associate Engineer is the second level of contact addressing questions and Incidents of level one and some level two complexity. The Associate Engineer plays a key role in servicing the customer and utilizing analytical and technical skills for more advanced problem resolution beyond that of an IT Technician. The Associate Engineer will also mentor the IT Technician Associate, providing instruction and guidance. The Associate Engineer will be required to investigate a variety of requests from IT customers. The IT customer includes all associates in the facility and IT members from other facilities. The Associate Engineer will support end user operations, work with remote support groups to implement hardware and software changes, provide support and administration of applications, and servers located within the facility. The Associate Engineer will support users experiencing a wide range of hardware, software, peripheral and applications problems and resolve incidents and problems of level one and some level two complexity. The Associate Engineer will research and coordinate implementing any requests from business partners (if approved). The Associate Engineer will be an active participant on multiple local and field wide projects and will also lead local and field wide projects. The Associate Engineer will be responsible for creating local and field wide documentation and ensuring it is distributed in a timely manner. The Associate Engineer will ensure IR's are updated accurately and timely, escalate incidents and problems in a timely manner to the Site Leader and provide assistance to other IT Associates as needed. Associate Engineer - Key Responsibilities Education Technical Institute/ Associate Degree in Computer Science / Info Systems, certifications in applied practice or equivalent formal training / work experience Experience Proven work experience within a Network or Computer operations environment; has good familiarity with IT Support Infrastructure and related hardware Maturity Doing, participates, supports and recommends; mentors IT Technician Associates Completes tasks of level 1 and some level 2 complexity independently Multi-tasking within local area of responsibility with no required supervision Tasks are assigned and consequences of error carry moderate risk to the organization Core Knowledge Proficient knowledge of Data Center hardware and support Infrastructure. Must have good familiarity with standard workstation software used to perform daily duties Proficient knowledge of LAN / WAN concepts and supporting hardware of the Network environment Proficient knowledge of UNIX operating system and respective commands Working knowledge of Data Center environmentals and related hardware Critical Skills Demonstrates a strong aptitude for logical thinking and analytical processes Ability to analyze and resolve problems of high complexity and provide assistance to IT Technician Associates Ability to work effectively in a fast-paced, team based, customer Service oriented environment Strong written and verbal skills Possess strong partnering and communication skills Responsibilities Customer/ Business Orientation Focus on internal and external customer needs Proficient knowledge of business processes being supported by the operational unit. Developing global customer view Demonstrates the ability to interact with business customers on a business, operational and technical level and able to react to changing environments and business needs Project Management Completes assigned tasks of level 1 and some level 2 complexity within project schedule and assists IT Technicians when appropriate Ability to manage local projects of medium complexity using the organization's project management methodology Develop time estimates for individual tasks, monitor progress, and provide accurate and timely reports Lead field-wide project teams of medium complexity Problem Solving Resolve incidents of level 1 and some level 2 complexity; assist IT Technicians on incidents as appropriate Ensures incidents are updated accurately, timely, and provides escalation support for IT Technician Associates; escalates appropriately Identify incident trends of low to medium complexity to proactively prevent problems and escalate as appropriate Research and recommend alternative actions for problem resolution Take corrective actions, or escalate the problem in a timely manner to achieve timely recovery with minimum impact to the customer Hardware/ Platform Installation and Maintenance Installation, customization, implementation and maintenance of network, PC/LAN equipment and servers when applicable; assists IT Technicians as appropriate Works on tasks of level 1 and some level 2 complexity; assists IT Technicians as appropriate Participates on project teams in installation / de-installation of components Ability to use Change Control and Problem Management software Support Communicates with IT teams and vendors to resolve local issues of level one and some level two complexity Follows operational standards for reporting, monitoring, and troubleshooting all production issues Provides technical support for issues of level one and some level two complexity, including but not limited to hardware, software, peripheral and application problems; support and mentorship for IT Technician Associates Participate in turnover meetings and/or update turnover documentation Facilitate communication between Technology teams and vendors to resolve problems Specialist Skill Sets (As Applicable) Familiar with IT hardware supported in mid to large scale Data Center Operations Familiar with Network equipment used in support of mid to large scale Data Center Operations Familiar with Environmental equipment used to support mid to large scale Data Center Operations Understanding of LAN and WAN architecture used to support mid to large scale Data Center Operations Strong knowledge of logistics environment including but not limited to sortation systems, scanners and supporting infrastructure QualificationsPay Range USD $64,500.00 - USD $107,500.00 /Yr.