The role of a Engineer Level 1 is to handle the tactical daily functions required to deliver services to the customers as assigned.  The EL1 is also required to carry out the mission of BCI in the delivery of products and services companywide as assigned.  This position reports to a practice area manager or a service desk manager and will have direct day to day responsibility for supporting customers.

Technical Prerequisites

  • Proficient at equipment hardware replacement and repair to include but not limited to desktops, laptops, UPS, and servers
  • Proficient at all supported Microsoft desktop operating systems
  • Proficient at Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Visio
  • Knowledgeable of the physical installation of networking hardware and basic configuration
  • Knowledgeable of adding or replacing devices to customers’ networks
  • Knowledgeable of all supported Microsoft server operating systems
  • Knowledgeable of network cabling systems and functionality

Other Prerequisites

  • Excellent verbal and written communication skills, interpersonal skills required
  • College degree (preferred) or 1-3 years of work experience

Specific Job Duties (Technical)

  • Monitor, answer, and respond to email, voice, and voice mail queues
  • Provide tier 1 support to customers and internal employees – ensuring prompt response and resolution to all technical and operational issues
  • Open and close service requests/incidents as well as manage the classification, assignment, tracking, and completion of requests in accordance with BCI priority levels
  • Provide escalation, routing, and follow up of service request/incidents to the appropriate engineering level for resolution
  • Create knowledgebase content and evaluate the effectiveness of existing content
  • Meet defined service levels for response and resolution
  • Perform other functions as assigned

Specific Job Duties (Customer Service)

  • Provide exceptional customer service at all times
  • Be responsive, thorough, and courteous at all times
  • Empower others through teamwork
  • Provide detailed documentation in a timely manner on all work
  • Post time accurately and consistently – daily at a minimum

Professional Development Requirements

  • Training and certifications will be assigned by your manager

Measurements

  • Engineer Utilization – Automatically reported every Monday based on daily time entry
  • Customer Satisfaction – reviewed monthly by direct supervisor or VP of Engineering based on customer service surveys.

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