Engineer Resident I-II

We invite you to join Entara and start your journey with us as a Reactive Services Engineer Resident. Entara's Managed Services Department and our Reactive Services team is the lifeblood of our organization and plays an integral role in the daily IT operations for a variety of different business landscapes 24x7x365. They are a team that remediates fires, jumps through technical hoops, and identifies opportunities for advancement. The changes they implement, the tools they leverage, and the systems they fine-tune enable us to deliver superb results at lightning speed.

Engineer Residents at Entara come from a variety of different backgrounds and technical experiences and operate as the first and second lines of defense when a technical issue arises within one of our managed client environments. The main commonality Residents share is their fascination with that satisfaction found in connecting with end-users and setting them up for collective success. We seek a brand of "techie-troubleshooters who don't just find the band-aid to get someone back to work, but who continuously presses on to the why the issue happened in the first place.

At Entara, we believe in "always learning" employees engineers at all levels who value personal advancement and want to escalate up the skills ladder. We do our best to make that happen. We aren't interested in repeatedly fixing the same issues and continuously pursue proactive methods to move ourselves and our clients beyond into the future of technological advances.

As a resident, you'll be responsible for solving a wide variety of systems, workstation, and end-user focused issues for Entara's clients. Engineer Residents operate as key team members on their immediate Reactive Services team, working with engineers of different levels both to challenge and support them in their ability to find the solve and get our clients back to work.

We are looking for an IT professional who is ready to hit the phones, work that ticket, and who has built up the self-discipline, communication, and problem-solving strengths to be successful in this remote, dynamic, client-centric position. Are you the service driven, troubleshooting connoisseur we've been looking for?

(Otherwise known as the fine print, the list of job tasks and responsibilities.)

Managed Services Engineer Residents are primarily responsible for providing first and second-tier remote support to Entara's clients. Issues range from desktop support issues for all levels of end-users to network and systems support issues. Engineer Residents tend to be the first point of contact for our client-base and regularly employ the ability to translate technical issues into actionable next steps and gap-filling solutions. Engineer Residents work as a part of smaller Reactive Services teams that act as primary resources for their assigned clients. Within this team, Engineer Residents can escalate and tackle issues gaining additional exposure to backend systems, server management, and support in a team-centric atmosphere. Engineer Residents will report directly to their Reactive Services Team Lead.

Understand the Landscape

• Understand current client SLAs, parameters and delivery, keeping your eyes open for opportunities to make an end-user's life easier.
• Familiarize yourself with client specific requirements, tools, and processes be acutely aware of the environments you're working within.
• Stay aware of open vendor and client issues. Research historical performance (by user and by client), to ensure the solution we're applying isn't just a band-aid solution. Identify and escalate problem tickets to employ solutions.
• Follow Entara standards to ensure client systems are following best practices.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Manage & Adjust

• Perform managed services assigned tasks in relation to managing user profiles: Navigate Active Directory and Exchange to perform password resets, move/add/change requests, file permission adjustments, and distribution list creation.
• Follow established procedures to capture required information and update documentation

Support Technology & Users

• Improve customer service, perception, and satisfaction as a dedicated Engineer for your assigned clients.
• Become a trusted resource to users, assisting desk-side as required.
• Work through a daily schedule in ServiceNow that has been established through the dispatch process. Be available to "answer the phones" when scheduled.
• Assist with the support of desktop systems & applications, diving into servers, databases, networks, and/or cloud-based systems as required and depending on where you'd like to specialize.
• Investigate issues and perform end-user and systems troubleshooting in the following areas:
  • Microsoft related technologies: Exchange, O365, SharePoint, etc.
  • Managed email experience: troubleshoot bounce-backs, SPAM, and transmission issues. Configure webmail.
  • Remote access solutions: VPN, Remote Desktop and Citrix.
  • Complete new computer setups
  • Configure network printers
  • Fix virus/malware issues, respond to phishing alerts/flags
  • Configure basic backups and perform file restores
  • Perform basic network connectivity troubleshooting, wired and wireless
  • Provide mobile device support, including Apple, Android, and Windows devices

• Communicate with customers as required: keep them informed of Incident and Request progress, notify them of impending changes or agreed outages
• Provide input on current processes and documentation for Level 1 Support
• Update ServiceNow time entries, work notes, and expenses in real-time

Evolve & Escalate

• Take ownership of assigned issues and work as a team
• Understand when you need to escalate an issue to the next level by following our documented escalation process
• Call attention to opportunities for improvement
• Identify patterns of escalation
• Seek to advance your knowledge and apply learned insight to repeated tasks

• You're a knowledge seeker. Regardless of method, you have obtained and exposed yourself to knowledge centers that have qualified you to troubleshoot a variety of computing issues. You have a minimum of two years experience as an outside support resource, or three years working as internal support. You ideally have a degree in a relevant field or you're actively working toward completion of one. CompTIA and Cisco certifications are a definite plus.

• Our ideal candidate has former experience working within a Service Desk and is comfortable with the rhythms of phone based, remote support and maintaining high-levels of client satisfaction in a ticket based environment.

• You're getting to be the grease monkey of the IT environment. You have a firm understanding of desktop hardware and operating systems, and can use hardware diagnostic tools to address operating systems issues. You have a solid understanding of standard employee productivity suites Microsoft Office/Outlook, and you fully understand mobile device configurations and support.

• You have a basic understanding of networking principles, including:
  • Client-server networking, switching, and the Alphabet Soup of TCP/IP DNS, WINS, DHCP, routing and internet.
  • CAT5/CAT6 wiring, including wireless security and client configuration, and network firewall and security technology.
  • Entry-level knowledge of Active Directory, with the ability to perform basic user-account administration tasks.

• You know that maintenance tasks, consistently carried out, are essential to smooth server operations.

• You're capable of monitoring and trouble-shooting backup software, reviewing hardware monitoring tools, and trouble-shooting the fundamentals.

• When the baby gets sick, you know what to do. You have corporate anti-virus software experience as well as experience removing viruses and spyware.

• You're career driven and motivated to put in the time and effort to get the job done right, and you take immense pride in your personal follow-through. At the same time, you can grasp what to prioritize and how best to build in some breaks for personal wellness.

• As an Engineer Resident, you are available for a flexing, 9 hour shift (with standard breaks) generally performed between the hours of 7am-7pm CDT Monday-Friday. Current shift expectations are 8:00am - 5:00pm CST Monday-Friday.

• You are ready to be an effective remote worker and have a dedicated, private space for a home office and already have in place a reliable, private internet connection with at least 50MBPS bandwidth. Public wifi and shared common spaces do not meet these standards. Entara will supply you with the other necessary tools and hardware to complete your tasks remotely.

• Right Brain, Left Brain OS: You're a little bit of a fanatic when it comes to correctly implementing known solutions, but you've got a streak of Potter-ish ingenuity when something weird comes along. You break problems down, using a logical process of elimination to solve them. But you pay attention to intuitive inspiration.

• Persnickety: You follow complex, detailed instructions for complex, detailed tasks. Again, you avoid even thinking, "That's good enough."

• Bilingual in English and Tech-speak. You understand what the problem is, even when the person calling is 404, technically speaking. While they're talking, you're thinking technologically, assessing and solving their issue, then translating the solution into English before communicating it to the end-user. In other words, you speak the mainstream language recognized by Muggles.

• Resilience of a rubber band: You don't snap when stretched to your limits by panicked, frustrated and/or irate users who might be operating on their last nerve. You have the temperament of a Zen monk on a Rocky Mountain high.

• Appetite for learning: You're always reaching for the next apple on the knowledge tree, as well as the last piece of pizza in the box. Learning is its own reward but it also helps when you have your eye on a job in the next tier. You like working in a managed-knowledge organization that promotes from within.

• Persistent, but not stubborn: You'll be damned if you're going to give up on a problem you know you can solve, but you recognize when it's time to escalate to a higher tier. Next time, you'll have the solution at hand.

• You play fair. You live by all those early childhood lessons about treating people with respect, keeping your commitments, listening to the views of others, resolving conflict through negotiation, communicating clearly, and contributing to a positive team effort. You place team success above your individual interests.

Founded in 2001, Entara is an eXtended Service Provider (XSP) focused on providing cutting edge technology and cyber security solutions to companies in regulated industries. With our roots in providing service to the electronic trading market, we are known for growing with the pace of technological change and the developing security needs of our clients. We are redefining ourselves - and our industry - and creating a new class of service providers, XSPs, because we recognize that MSPs and MSSPs are no longer what our clients need. Downward pressure from both regulators and insurance providers convinced us that it was time to integrate our IT and cyber security offerings and deliver strategic, future facing solutions for our clients.

In order to build, maintain, and optimize these types of solutions, we need high-performing, highly-collaborative teammates who are excited to join in this journey with us. There are several reasons why employees love being a part of the Entara team. We've been recognized as one of Chicago's Best and Brightest Companies to Work For since 2017. We are a remote-first workplace. We seek to build a team that's brought together by more than just skills, but who embrace a personal-alignment to the values that precede the work we deliver: Empathy, Excellence, Execution, and Evolution. If this sounds like you, let's connect and discover if we have the foundation to build something great together.

As an employee at Entara, you will have a direct impact on our operations, our clients, and your fellow EntaraCorps members. Because of that impact, you get our respect and gratitude for the role you play in making Entara the best it can be. We consider mentoring and participating in the continual learning of others to be absolutely essential for both you and your co-workers.

To reflect our commitment to our employees, we offer unlimited PTO, remote-first work, 401k matching, paid parental leave, employee outings (virtual and in person), reimbursement for approved seminars, conferences, and certifications, and 100% employee premium coverage for medical, dental, life, and disability insurance .and that's just the tip of the iceberg.

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