The Provisioning Engineer is responsible for loading and configuring new computers for client use as well as troubleshooting a wide variety of equipment including but not limited to computers (OS as well as computer components), switches, and peripherals (keyboards, mice, monitors, printers, docking stations etc.). This individual must be detail and task oriented with the ability to closely follow step-by-step procedures and work instructions required to ensure client and company standards are followed. The role will also require clear and concise documentation of steps taken to resolve tickets as well as the creation of work instructions necessary to complete repeatable tasks efficiently and to standard. When a Provisioning Engineer does not have computers to provision, they will be focused on providing remote support to clients resolving incident tickets ensuring service delivery aligns with company standards. A successful Provisioning Engineer will maintain a polite, friendly, and helpful demeanor at all times and operates with a sense of urgency.

ROLES AND RESPONSIBILITES (Include the following but are not limited to)

• Provision new computers and configure user profiles based on set guidelines as defined by client user spec forms and centrexIT and client standards.
• Troubleshoot equipment including but not limited to computers (OS as well as computer components), switches, and peripherals (keyboards, mice, monitors, printers, docking stations etc.).
• Install and troubleshoot third party applications including Antivirus, Adobe, Client Specific PBA’s, Encryption, etc.
• Resolving incident requests including but not limited to: Hardware (desktops, laptops, mobile devices, printers, multifunction devices, servers, hypervisors, wireless access points, wireless access controllers, firewalls, routers, switches, peripherals, cables, etc.) installs, configuration changes, updates/upgrades, and troubleshooting. Software installs, configuration changes, updates/upgrades, and troubleshooting. Resolving incident tickets including but not limited to active directory/group policy, remote connectivity, O365, printing, slowness challenges, etc. 
• Configure endpoint encryption and understand functions of software.
• Media tracking, sanitation, and sanitization.
• Obtain and install licenses when necessary (Microsoft (VLSC), Adobe, etc.).
• Inventory Management; shipping/receiving, logging, tracking, etc.
• Works directly with vendors to troubleshoot and RMA equipment and or resolve incidents.
• May at times assist with client onsites at various client locations per direction of Service Desk Manager.
• Documents time and interactions with end users using centrexIT’s ITSM system while following defined standards and processes for opening and triaging tickets, entering time, communicating with clients, and updating and closing tickets adhering to defined Service Level Goals (SLG’s). 
• Identifies requests that require new hardware, projects, new services or a potential upgrade and escalates these opportunities to Service Desk Manager to ensure quoting and implementation occurs in a timely manner.
• Identifies Net New Revenue
• Executes recommended fixes, updates, or change controls where appropriate.
• Follows best practices as defined by vendor, manufacturer, or centrexIT defined processes
• Process and Work Instruction creation, approval, testing, and adherence. 
• Turning “tribal knowledge” into a repeatable audit ready process for consistent execution of IT operations with an emphasis on service desk core processes
• Identifies and declares breakdowns within systems and processes.
• Communicate openly and authentically with internal team and clients to ensure breakdowns are acknowledged and addressed in a timely manner and works towards a shared outcome ensuring the best possible user experience
• Ensures safety and security of client and their data in accordance with required policies and procedures.
• Responsible for reporting on defined KPI’s, metrics and goals.
• Develops and maintains excellent client relationships.
• Assists, escalates, and consults with other team members as necessary to achieve company defined SLG’s.
• Communicates with clients as required: regularly updating them of ticket progress, notifying them of impending changes and overall keeping them updated and informed at all times with the goal being no surprises and minimal client/end user impact.
• Respond promptly and professionally with clients and fellow team members, keeping commitments or resetting expectations when necessary.
• Required to be in the On-Call Rotation in support of 24/7 client emergencies.
• Performs other duties as assigned.

STANDARDS FOR SUCCESS

• Accounts for 100% of time worked by documenting in centrexIT’s ITSM system
• Maintains 98% client satisfaction rating
• Follows up daily with clients on each ticket they are assigned to
• Follows up daily on any stalled provisions
• Ensures all equipment provisioned follows our documented standard provisioning process
• Ensures every computer provisioned has a ticket and proper labels
• Updates tickets the same day work is performed 
• Meets set deadlines for provisions and assigned tickets resetting expectations in advance when necessary
• Responds to all assigned tickets within SLG standards
• Is on time and ready to work at the beginning of shift 
• Always maintains a professional appearance
• Embodies centrexIT’s core values of “Do IT with C.L.A.S.S.” (Care, Leadership, Accountability, Service, and Speed)

• Excellent time management skills; ability to meet provisioning deadlines as provided by clients, leads and Service Desk Manager
• Enthusiastic about technology, specifically computer hardware (building computers)
• Experience with diagnosing and troubleshooting software and hardware issues
• Knowledge of Windows 8, 10 and 11, with the ability to perform functions, including but not limited to:

1. OS and application installation & troubleshooting 
2. Licensing and system activation
3. Patching and updating Windows endpoint systems

• Knowledge of Apple Mac OS 10.x and later
• Proficient knowledge of Microsoft Windows Server, specifically Server 2016 and later
• Experience with Microsoft 365, Exchange Online, OneDrive, Azure AD
• Proficiency with network protocols; TCP/IP, SMTP, SNMP, DNS, DHCP, etc. 
• Ability to interpret the information collected by network tools (e.g., Nslookup, Ping, and Traceroute) 
• Proficient in LAN and Wireless LAN troubleshooting 
• Communication, Verbal - Speaks clearly and effectively; listens and gets clarification; responds well to questions.
• Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar.
• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values.
• Team Builder - Balances team and individual responsibilities; works well in team environment.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Must be comfortable working in a fast-paced environment with shifting priorities with the ability to remain calm in stressful situations.
• Excellent customer service skills; compassionate and understanding. Ability to express both sympathy and empathy towards client.
• Must be a self-starter who is able to stay driven and motivated with little supervision while working at a consistent pace.
• Must be flexible, honest, and dependable.
• US Citizenship and clean background check.

EXPERIENCE 

• BS Degree (Computer Science, Information Systems, or like field preferred), but Associate Degree and/or equivalent work experience would be considered 
• IT industry certifications specifically Microsoft, Cisco and CompTIA preferred
• 2+ years of direct experience in IT field 
• 2+ years of Microsoft systems and network experience 
• Previous experience working with or for an MSP 
• Previous experience with ITSM ticketing system(s) 
• Experience with desktop installation and configuration.
• 3rd party pc imaging software experience desired.

REASONABLE ACCOMMODATIONS STATEMENT

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. 

centrexIT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.