Job description
TSAChoice, Inc., is now hiring for the position of Engineer at our corporate office in Asheville, NC! TSA offers an excellent benefits plan including medical, dental, vision, 401(k) with match, company paid life insurance and short-term disability, ancillary benefits, travel perks, and more! TSA contributes to an ESOP and is an EOE!
POSITION SUMMARY
The Managed Services Engineer must be focused on customer centricity. The Engineer is responsible for the effective management of all assigned tickets and tasks, and to meet customer and company expectations.
ESSENTIAL FUNCTIONS
The Engineer will:
- Put the customers needs first and at the center of every action the Team Lead and the team members take.
- Ensure an excellent customer experience.
- Meet or exceed customer contract SLAs, commitments, and expectations.
- For minor service failures or requests, ensure customer is notified within four business hours after receiving notification that their request has been received and dispatch is pending.
- Ensure resolution on minor failures or requests begins by the end of the next business day after the request is received. Customer must be notified when resolution actions begin.
- For major failures or critical needs, ensure customer is contacted by telephone call within one hour (24/7/365) after receiving a request or automated alert.
- Ensure resolution on major failures or requests begins within two hours (24/7/365) after the request is received. Customer must be notified when resolution actions begin.
- If onsite service is required for major failures or critical needs, ensure technician is onsite within four hours (24/7/365) after the initial request or alert is received.
- Ensure remote resolution if possible.
- Be intimately aware of, and effectively manage his or her owned open tickets. Review all open tickets with Team Lead at least first thing each morning during Team Stand-Ups.
- Continue to expand his or her technical knowledge, skillset, and technical certifications.
OTHER FUNCTIONS
The Engineer may also:
- Assist teammates and other employees on technical assistance, ticket resolution, and project tasks.
- Perform other duties as needed to ensure the smooth operation of the Managed Services Division and TSAChoice.
POSITION QUALIFICATIONS/REQUIREMENTS
Education/Credentials
- At minimum, this position requires a high school diploma or GED.
- An associates degree, or higher, in a relevant field is preferred.
Experience
- A minimum of two years of field experience in information technology and/or unified communications is preferred.
- A solid background providing, or the desire to provide, excellent Customer Experience (CX) is essential.
- Writing and speaking skills must be at a high level.
- Must be proficient in Microsoft Office applications, comfort using PSA (Professional Services Automation)/ERP (Enterprise Resource Planning) systems is a plus.
TSAChoices Core Competencies
Accountability: Ability to accept responsibility and account for his/her actions.
Adaptability: Ability to adapt to change in the workplace.
Customer oriented: Ability to take care of the customers needs while following company procedures.
Enthusiastic: Ability to bring energy to the performance of a task.
Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards.
Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace.
Interpersonal: Ability to get along well with a variety of personalities and individuals.
Responsible: Ability to be held accountable or answerable for ones conduct.
Safety awareness: Ability to identify and correct conditions that affect employee safety.
Tolerance: Ability to work successfully with a variety of people without making judgments.
Knowledge & Skills
Accuracy: Ability to perform work accurately and thoroughly.
Active Listening: Ability to actively attend to, convey, and understand the comments and questions of others.
Organization: Possessing the trait of being organized or following a systematic method of performing a task.
Problem Solving: Ability to find a solution for or to deal proactively with work-related problems.
Technical Aptitude: Ability to comprehend complex technical topics and specialized information, and the ability to quickly locate resources to assist in correctly resolving complex technical problems.
Other Requirements
- Must possess a valid drivers license.
PHYSICAL REQUIREMENTS
N (Not Applicable)
Activity is not applicable to this occupation.
O (Occasionally)
Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently)
Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly)
Occupation requires this activity more than 66% of the time (5.5+ hrs/day)
Add other physical requirements as applicable.
Physical Demands
Lift/Carry
Stand
F
Walk
F
Sit
F
Handling / Fingering
F
Reach Outward
O
Reach Above Shoulder
O
Climb
O
Crawl
O
Squat or Kneel
O
Bend
O
10 lbs. or less
F
11-20 lbs.
O
21-50 lbs.
O
51-100 lbs
O
Over 100 lbs
N
Push/Pull
12 lbs or less
O
13-25 lbs
O
26-40 lbs
O
41-100 lbs
O
WORK ENVIRONMENT
The Engineer works primarily in an office environment, both in the TSAChoice facilities as well at customer sites. This position requires the regular use of computers/monitors/keyboards/etc. Occasional use of hand tools, ladders, and other installation equipment will occur. Hours are normally M-F 8am - 5pm, however evening and weekend work may be required occasionally.
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