Data Revolution Network Support Engineer Job Description

Do your friends and family constantly ask you to help them with technical problems? Can you walk your grandparent or other elderly person through a printer setup and not show your frustration? Do you speak geek and translate to English easily?

If you answered yes to these 3 questions, you might be just who we are looking for!

This is your opportunity to work with other people who are passionate about technology, love to work together, are excited about a challenge, and want to help people succeed in what they do.

What do we do? Data Revolution is a fast-growing managed services provider located in Northwest Florida. We provide a broad range of Voice, Data, and Cloud solutions to the small and medium business market. Voice over IP phone systems, managed IT service, and cybersecurity/data protection are our main lines of business.  We help our clients from design and installation to support and maintenance.  For our prospects and clients, consulting is free!

We are not just another vendor but a business partner that offers a broad range of service through a small but effective group of outstanding team members!

Why do you want to join us?  

Culture!  At Data Revolution, we believe that the #1 priority is our team.  We know that if we put our team members first, they will put our clients first!  From the top down, everyone here is an important part of our team.  We make schedules, processes, policies, and decisions TOGETHER.

Benefits!  Our PTO is 3 weeks paid per year right out of the gate.   You do acquire it over time, but you start each calendar year with 1 week accrued and by the end of summer you have accrued all 3 weeks.  Also we require each employee to take a full week off every calendar year.  It is mandatory that you take a Monday through Friday off for 5 of your 15 days.  We suspend your email and tell everyone on the team not to bother you unless there is an emergency.  We also reimburse for mileage at the current IRS recommended rate.  Finally, you get a $5,000 bonus on your 5th and 10th anniversary.  Health Insurance and 401K is not available yet but coming soon!

Growth!  We work with each network engineer to help them get on a track to become certified by all our manufacturing and service partners.  This, along with in the field experience, will help them ramp up from Jr. to Sr. Level. We also promote from within because we believe in building our employees to be our future leaders.  We encourage everyone to get at least one certification every quarter in something.  It isn’t required, but it doubles the amount of your potential profit-sharing bonus.

Profit Sharing!  Each quarter, the employees split 33% of the company profit from the previous quarter.  How that profit is split depends on pay rate, years of service, and performance.  No matter what, each employee gets part of the quarterly profit, but you can grow the amount you get by staying with the company and getting certifications and raises.

 

Requirements:

Extraordinary Service to our clients – We pride ourselves on having responsive, effective support for our clients. When someone calls for support, you open a trouble ticket and work to resolve their issue remotely. If you are unable to resolve the ticket on your own or after consulting with another network engineer, you get the client scheduled for an onsite visit. For the issues that can’t be solved remotely, we send one of our network engineers on-site to resolve the problem. Our network engineers document their time throughout the day on the tickets they work on. A large part of each network engineer ‘s day involves communicating with our customers and utilizing excellent customer service skills. Everything is documented in our systems the day of the services.

Being a driven individual who loves technology, experience with Microsoft Products including Windows Desktop, Server and the Office Product Suite, experience with network troubleshooting/configuration including basic configuration of managed switches and firewalls.

Excellent verbal and written communication skills.

Service above self with fellow team members and clients.

Must be physically able to work in IT related environments such as data closets, under desks, and on ladders!  Also environments subject to variation in temperature. Standing, stooping, crawling, reaching, talking, and hearing is a must.

Must be able to lift servers, workstations, printers, etc. up to 60 lbs. of lifting and 30 lbs. of force frequently.

Prompt arrival is mandatory and occasional extended hours to ensure we meet our SLAs and our commitment to above and beyond service to our clients.

We also pay extra but require “on-call” time for 1 calendar week per month.

Mental ability to maintain a high level of visual attention and mental concentration for significant periods of time as required by preparing and analyzing data, test results, computer hardware and software, etc.

Must meet daily and weekly KPI’s (tickets resolved, ticket age, utilization, time entry).

Ability to travel daily with the use of your own automobile, Proof of current Auto Insurance & Background Check & Drug Screen.

Help / Mentor / Train fellow team members when you can lend a hand.

Frequent communications, occasionally for extended periods, by telephone, email, and within our systems with both clients and fellow team members.

Not required but a plus:

Experience troubleshooting/configuring VOIP phone systems

Experience troubleshooting Mac workstations

Associate or bachelor’s  degree in Computer Science or Management Information Systems, or similar discipline, or 2 Years of experience in a similar environment.