Description – Engineering: Engineer Level 2

The role of an Engineer Level 2 is to handle the tactical daily functions required to deliver services to the customers as assigned. The EL2 is also required to carry out the mission of BCI in the delivery of products and services company-wide as assigned. This position reports to their assigned practice director and will have direct day to day responsibility for supporting customers.

Specific Job Duties

  • Professional Development – The EL2 will be considered a technical resource and will be required to pursue and maintain industry certifications according to a predetermined plan
  • Technical Skills
    • Skilled at equipment hardware replacement and repair
    • Skilled at all supported Microsoft desktop operating systems
    • Skilled at the physical installation of networking hardware and basic configuration
    • Skilled at adding devices to customers networks
    • Skilled at all supported Microsoft server operating systems administration
    • Skilled level knowledge of network cabling systems and functionality
    • Professional level certification in two or more industry partners.
    • Broad based knowledge of industry standard software products in the support
  • Methodology – The EL2 will follow the BCI standards for customer delivery to include:
    • Time management including response time
    • Meeting and exceeding customer expectations
    • Daily timekeeping to report progress and completion
    • Continuing professional development
  • Utilization – The EL2 will be required to perform 70% of billable utilization in assigned tasks
  • Customer Service – The EL2 is responsible to deliver exceptional customer service
  • Resource scheduling – The EL2 will take assignments from the technical support desk and project management
  • Pre-­‐Sales responsibilities – The EL2 will be required from time to time to engage in pre-sales activities in the lifecycle of a project
  • Other duties as assigned – The EL2 will be required to perform functions as assigned that may or may not be considered project management
  • Measurements
    • Engineer Utilization – Automatically reported every Monday based on daily time entry
    • Professional Development – reviewed quarterly on personal development by their practice director
    • Customer Satisfaction – reviewed monthly by their practice director, based on customer service survey

 

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