Associate Operations Engineer

Burwood Group, Inc•Chicago, IL

11d•$50,000 - $60,000

About The Position

Inside the Managed Services Team The Managed Services Team at Burwood Group is a dedicated group of technology professionals focused on managing, supporting, and optimizing clients’ IT operations. Known for their customer-centric approach, the team combines deep technical expertise with a commitment to collaboration, continuous improvement, and delivering reliable, meaningful business outcomes. How You’ll Make an Impact This role will also allow you to get hands-on experience with the latest infrastructure technologies, including WebEx Contact Center, LAN/WAN, Security, Wireless, and more. The Burwood Managed Services (BMS) Operations Team is constantly raising the bar for great customer support and service, and we pride ourselves on hiring people who share the same passion for outstanding customer service. In addition to the day-to-day responsibilities, you will have the chance to participate in planning, designing, and engineering services to implement changes to client infrastructure to better and more quickly resolve technical issues.

Requirements

One industry accepted associate-level certification, such as Network+ or CCNA, or comparable experience, or the ability to obtain certification within 6 months of hire.
Basic level networking, including IPV4, DNS, DHCP, and LAN/WAN.
Basic understanding of security and the roles that it plays in an organization.
Basic understanding of data center technologies and virtualization.
Able to perform basic Windows & Linux Server administrative tasks.
Experience with a monitoring and ticketing platform.
Conversational knowledge of other data center technologies, such as Citrix, Load Balancers, etc.
Direct experience working with an ISP or vendors.

Responsibilities

Monitoring and urgently responding to active events.
Directly answering customer inquiries by phone, email, or ticket.
Working directly with customers to resolve issues relating to the most common infrastructure technologies, including Network (WAN, LAN, Wireless), Webex Contact Center, Microsoft, Citrix, etc.
Ensuring tickets are addressed and brought to resolution within specified SLAs.
Writing knowledge base and runbook articles for the BMS Operations team and our customers.
Providing feedback on the operations process for continuous improvement.