Position Summary

The Primary Engineer is responsible for proactively owning and managing the technical relationship with an assigned set of Clients. The Primary Engineer is part technical support engineer and part Client champion for both pre- and post- implementations of complex and high-profile accounts. The Primary Engineer has responsibilities for technical support, communication, and guidance to project engineering and is an essential member of the broader account Team for their assigned Clients. With assistance, this position resolves complex technical problems and answers detailed Client configuration questions. Primary Engineers develop a consistent long-term partnership with Clients to ensure they remain successful and realize the full value of their technology investment. This includes day-to-day management of large, technically complex and demanding Client accounts, developing, and executing upon an overarching technical support strategy, detailed issue tracking, root cause issue recognition, and resolution. 

 

The Primary Engineer drives Client satisfaction by proactively managing, troubleshooting, and delivering technical information online, over the phone, and occasionally on-site. This position requires effective interaction with engineering resources and management. Primary Engineers provide accurate and timely feedback for purposes of measuring, tracking, and driving continuous service level improvements. The Primary Engineer is required to maintain and expand working knowledge of current service lines and related technologies. The Primary Engineer is expected to represent MapleTronics with the highest level of professionalism at all times and to mentor others in the group regarding the same. The Primary Engineer will serve as a trusted advisor, ensuring successful MapleTronics deployment and adoption. 

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Education/Certifications/Skills Requirements

1. The Primary Engineer should have: 

2. Strong Client service skills: specifically verbal and written skills, telephone, and active listening skills. 

3. The drive to build Client loyalty and trust through transparency and vulnerability, by using the philosophies in the book Getting Naked by Patrick Lencioni. 

4. The ability to multi-task, prioritize, and adapt to changes quickly. 

   • One of the following certifications or equivalent work experience: a) VMWare VCP 

   •  Microsoft MCSA Server 2016 R2 

   • Cisco CCNA

   • An advanced understanding of operating systems, business applications, and network systems. 

   • An advanced understanding of Client software and troubleshooting steps. 

   • The ability to install and troubleshoot servers and firewalls. 

   • An understanding of support tools, techniques, and how technology is used to profide IT services. 

   • An overall awareness of all organization’s key IT services for which support is being provide. 

   • The ability to install and troubleshoot TorQ product line.

 

Ongoing Education Requirements

One of the keys to success within this position is ongoing education. The Primary Engineer will continue in appropriate technical training which MTC feels are appropriate for a well rounded technical proficiency. 

 

In addition to the certification track there will be a soft skill track through which the Primary Engineer must work. These soft skills will include mastery of our Customer Relationship Management software, communication skills, and other training determined by MapleTronics to be essential to ensuring an outstanding Client experience. Demonstrated soft skills and technical proficiency will be used as a benchmark in determining movement to the next level in technical classification. 

 

Physical Requirements

The physical demands described here are representative of those that must be met by a Teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 

While performing the duties of this job, the Teammate is regularly required to sit, use hands, reach with hands and arms, talk and hear. The Teammate is frequently required to stand and walk. The Teammate must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds. 

 

This position may require driving to and from Client sites. All Teammates who drive forMTC must have a valid driver's license and provide proof of insurance. Insurance coverage must must exceed: $100,000/person, $300,000/accident & bodily injury, and $100,000/property damage. 

 

Essential Duties and Responsibilities

The Primary Engineer provides: 

1. Escalation Support related to technical issues involving core business appss and operating systems. 

2. Advanced technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security. 

3. Onsite support for Clients (Server installs, Firewalls, networking, etc) 

4. Primary Engineering support for Clients. 

5. Remote access solution implementation and support: VPN, Terminal Services, and Citrix 

6. System documentation maintenance and review in appropriate software. 

7. Communication with customers as required: keeping them informed of incident progress. 

8. Maintain the overall technical knowledge of the Clients IT environment 

 

Team Expectations

1. Support the Client Technology Team and be an active participant in all Team activities 

2. Attend all Team meetings. 

3. Commit to the overall mission and objectives of your Team. 

4. Take an active role in seeking continuous improvement of Team workflows and goals. 

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Company Expectations

1. Attend regularly scheduled All-Staff Meetings 

2. Pursue a thought pattern of “how we can” rather than “why we cannot” 

3. Commit to the overall mission, vision, and values of MapleTronics Computers. 

4. Commit to a mindset of Continuous Improvement. 

5. Develop and journey toward fulfillment of your own personal and professional mission 

 

Company Performance Standards

1. Annual Evaluation 

2. Quarterly Preview (conducted with your Team leader)

   • Review accomplishments from the previous quarter (or barriers to achieving previous goals) 

   • Establish goals for the next quarter (with measurables) 

   • Discuss resources needed (career path, tools, resources, education, etc.) 

   • Establish growth objectives (action items, tasks, areas in need of attention, and a plan outlining how to address those items)