Network Engineer

Reports To
Customer Service Manager

Company Information

IQ Machines LLC is a privately held company headquartered in Pittsburgh, Pennsylvania, that provides technology solutions specifically designed for the owner/operator of Multiple Dwelling Unit (MDU) facilities. IQ Machines core business is providing high-speed internet, television, and telephone service for large-scale MDU applications.

Position Summary

The Network engineer oversees all customer service requests related to equipment and systems installed and managed by IQ Machines at client properties. The Network Engineer will work closely with the Service Manager and Tier 1 service Agents to ensure that service tasks are completed promptly and professionally and that all systems and equipment maintained by IQ Machines are monitored and accessible. The Network Engineer s hours are 9 am to 5 pm Monday-Friday; however, from time to time, they may require evenings and weekends on an as-needed basis. Compensatory time off is provided.

This is a full-time salary position. IQ Machines offers a full range of employee benefits, including paid vacation, healthcare (QSEHRA), and retirement (401k match).

Ideal Candidates will possess the following skillsets. These skillsets are crucial to the success of our company and this position. These skillsets listed below will weigh favorably in the review and evaluation of the successful candidate:

• Employ a strong scientific methodology for troubleshooting and problem-solving, including the ability to assess and prioritize competing tasks
• Strong and pleasant communication skills
• Works well within a team environment
• Ability to foster positive and growth working relationships with peers, independent subcontractors, and customers
• Ability to lead others through example setting and, when appropriate, via delegation
• Ability to self-motivate, self-monitor, and self-teach with the goal of leading others via example and helping others do the same
• Ability to prioritize competing tasks

Responsibilities

The Network Engineer s primary responsibility is to resolve any problems with IQ Machines equipment or any problems reported by residents or property staff. The Network Engineer researches, documents, and resolves tickets escalated from the Tier 1 desk. Additionally, the Network Engineer plans and executes repairs of IQ Machines systems utilizing 3rd party contracted labor. A summary of key responsibilities is as follows:

Troubleshoot and Resolve Tier 2 tickets from the Customer Support Help Desk

• Plan and execute on-site subcontractor technician visits at IQ Machines remote sites
• Ensure documentation of service actions
• Oversee timely resolution of Tier 2 service issues provide technical assistance/direction when needed, escalate to senior staff when appropriate
• Communicate the status of critical issues and related work plans to key customers

Monitor and Maintain Operation of Systems and Equipment Installed by IQ Machines

• Use network monitoring software to anticipate and react to equipment failures
• Keep systems and equipment operating smoothly and troubleshoot breakdowns
• Determine when to send field technicians for critical system repairs and oversee the repairs
• Track supplies of spare equipment available at each site and the main office.
• Create purchase orders as needed to maintain equipment levels and receive equipment and stock

Other Responsibilities

• Review internal equipment needs with senior staff
• Communicate effectively with the property staff, residents, colleagues, and contractors involved in ongoing property operations
• Review working practices to support continuous improvement
• Perform other related duties as assigned

Success Criteria

The primary success criterion for this position is customer satisfaction. More specifically, the Network Engineer is measured on the successful operation of the systems maintained by IQ Machines and the help desk s effectiveness in responding to client and resident issues. Success will be measured using:

• Customer feedback and survey data
• Efficiency of executed repairs at IQ Machines sites
• Metrics for key help desk effectiveness
• Accuracy and quality of information submitted to customers
• Accuracy of documentation submitted for trouble tickets
• Attentiveness and willingness to work on special tasks assigned
• Ability to self-motivate and stay busy when not working on day-to-day activities

Experience and Education Required

• Associate or other technical degree in IT, engineering, or related experience
• Strong verbal and written communication skills
• Experience as a Network Engineer or tech support
• Two years of experience in all aspects of customer service
• Proficient in Microsoft Office applications
• Two years of experience with Mac and Linux

Experience and Education Preferred

• Bachelors level degree in computer science or IT-related discipline
• Firewall and router suites
• Zendesk or other Help Desk Software
• IT certifications are a plus (CCNA, CCNP, CISSP, Network+, A+. etc)

IQ Machines provides bulk telecom services that are specially designed to provide performance and value in student and multifamily housing environments. We design, engineer, and install internet service, satellite based TV, security cameras, controlled access systems, cell-phone boosters, and more. IQ Machines provides these services to properties nationwide with a fully leveraged new project schedule through at least the next 4 years.