Support Engineer - Carmel, Indiana

Location

Carmel, IN | United States

Job description

Overview

We are looking for a candidate to fill an open Engineer position in our Technical Support Center. This is an in-office position at our Carmel, IN location. The hours for this position are Monday-Friday 8AM-5PM Eastern. Remote work is handled on an as needed basis. This position will be primarily focused on supporting clients' network infrastructure; however, the candidate for this role should also expect to work projects and issues related to other technologies we support for our clients.

The number one goal of every member of the TSC is to make our clients exceptionally happy. As a member of the TSC you will play a crucial role in designing, implementing, and maintaining our clients' IT infrastructure. You will collaborate with our clients, sales team, and other IT professionals to provide quality, tailored solutions.

Upon joining the TSC team you will receive hands-on experience with a wide array of technologies. TSC members also receive opportunities for certification material and exam reimbursement as part of their role. If you are looking for the opportunity to obtain valuable experience and training in a position that challenges you to utilize your knowledge and skills, then this role may be ideal for you.

About the Company

The Brookfield Group has been in the technology solutions business for over 30 years. TBG provides consultation and technical support primarily to the small to mid-size business market where we strive to find the right solution to meet every client's needs. TBG specializes in IT support (on-site and off-site), managed services, development services, and private and shared cloud services. TBG has offices and staff in Carmel (IN), St. Louis (MO), and Olympia (WA).

Responsibilities and Tasks

Customer Service

• Escalation point for complex client issues in the TSC
• Delight our clients with a friendly, quick, and helpful experience
• Assist clients with remote troubleshooting
• Remain professional and patient when working with clients
• Work closely with clients to understand their IT needs and provide excellent technical support and guidance
• Travel to client facilities for on-site support as needed
• Participate in on-call rotation
• Schedule and complete off-hour maintenance windows as determined by our clients' needs

Use of Our Ticketing System

• Open support tickets using our ticketing system
• Manage personal ticket queue to ensure we are meeting our SLAs
• Record all work and labor in support tickets and projects in our ticketing system
• Identify and split tickets that have several issues into their own individual ticket

Specific Skills

• Work closely with clients to understand their IT needs and provide guidance
• Conduct network assessments and capacity planning to ensure the network can handle network traffic efficiently
• Configure and manage network infrastructure to support information systems and ensure optimal performance
• Assist with installation of voice and information systems
• Implement and maintain security measures to safeguard voice and information systems from unauthorized access and potential cyber threats
• Assist in the development and documentation of IT policies, procedures, and standards
• Make sure that client documentation is well maintained
• Stay up-to-date with the latest industry trends and technologies related to technology
• The ability to assist with and apply basic troubleshooting for all technologies, i.e. workstation, printer, camera system, door access, phone, backups, server, applications, mobile devices

Team Work

• Follow the schedule provided by the TSC Leadership Team
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
• Follow all our security procedures and keep a vigilant eye out for security issues
• Assist and mentor peers that are local and remote
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the TSC Leadership Team

Skills and Attributes

General Requirements

Must have a valid Driver's License

Technical Requirements

• Bachelor's Degree in Computer Science, Telecommunications, or a related field -or- 2-3 years experience in a MSP or datacenter environment
• A CCNA certification is required
• An advanced understanding of network firewall technologies, i.e. Security Policies, NAT, IPsec, DPI, HA/Failover, and Stateless vs Stateful
• An advanced understanding of network routing and switching technologies, i.e. Static routing, IP SLA, Dynamic Routing (BGP/OSPF), IPv6, FHRP, IGMP, VLAN, STP, Storm Control, QoS, LAG/EtherChannel
• A strong understanding of IT hardware, operating systems, business applications, and VoIP
• A general understanding of security solutions, i.e. EDR/XDR, NGAV, SOC
• A general understanding of common business/IT compliance standards, i.e. HIPAA, PCI, etc.
• Experience with one or more vendors and their solutions - i.e. Arista, Cisco, Aruba, Dell/Force10, Fortinet, Juniper, Palo Alto, Sonicwall, Sophos, Zyxel, Datto
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues effectively
• A passion for continuous learning and the desire to keep up with the evolving IT landscape

Physical Demands

• Sitting in a stationary/seated position for extended periods of time
• Walking in and around customer facilities for extended periods of time
• Lifting heavyweight items such as computers, servers, network gear, and similar items with some frequency
• Climbing, kneeling, crouching, and crawling in/out of small and large, enclosed spaces to access/move/install computer equipment

Salary & Benefits

• 8 paid holidays and 1 floating holiday per calendar year
• Medical, Dental, and Vision benefits are offered.
• Retirement savings plan (401k)
• An easy-going environment and culture (we all enjoy what we do)
• A stand-up desk and a high-powered laptop
• A proactive approach to ongoing training to help you develop life-long skills and knowledge.

Career Growth

We value the growth of our employees and are dedicated to helping them develop their skills. We will assist with cost for certifications such as CompTIA A+/Network+/Security+, Microsoft, Cisco, VMware and others. For someone looking to progress their role, the TSC Engineer naturally leads into roles such as: Lead Engineer, Solutions Architect, Account Manager, Virtual CIO.

FCRA Background Check Disclosure: It is the hiring policy of The Brookfield Group, LLC to conduct a full background check as a condition of employment.

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