Service Engineer

Job Purpose Summary 

As a member of a Ripple Service Team, the Service Engineer is responsible for troubleshooting, installation, monitoring, maintenance, training and general support for our clients' entire IT infrastructures, from servers and workstations (soup) to firewalls and network devices (nuts). 

Job Description 

Each Ripple Care Team delivers consulting, procurement, implementation, administration, training and support for firewalls, network devices, servers, workstations, operating systems, software and peripherals for 35 clients and 800 end-users in the metro Atlanta area. 

In addition to reacting to client emails and phone calls, we provide managed spam filtering, proactive monitoring and maintenance, consulting and training to give our clients a competitive advantage through IT. 

We can provide up to 95% of our services remotely, but value the personal touch. That's why you get a real human when you call us, even after hours. 

Speaking of after hours, each service engineer spends periodic time on the call list for our after hours answering service. 

Key Duties and Responsibilities 

• troubleshoot issues as reported by clients or monitoring alerts; 

• communicate clearly via telephone, email and in person; 

• document all work and client communication; 

• communicate and collaborate with team to prevent issues and speed issue resolution; 

• share what you learn and contribute to the broader Ripple knowledgebase; 

• maintain and develop skillset through training and certification. 

Oh, and be really nice.

Competencies and Requirements 

• exceptional customer service instincts and skills; 

• the ability to think on your feet to appropriately respond to and accommodate client 

requests/needs with poise and confidence; 

• exceptional troubleshooting and root cause analysis skills and experience; 

• speed and accuracy with basic computer tools (keyboard, browser, search engine, etc.) 

• solid understanding of networking and DNS terminology, concepts, best practices; 

• solid understanding and relevant experience with Microsoft Windows Server 2003, Active Directory, Exchange and Office; 

• relevant experience with Mac OS X (particularly valuable if experience was in a mixed-platform 

network environment); 

• at least 5 years relevant and recent IT experience; 

• dedication to continuous innovation and personal development. 

Performance Metrics