Do you have what it takes to join our Techcare Team?

We are looking for highly motivated individuals that want to be a part of something that is unlike any place you have ever worked before. Our dynamic environment is centered on using 'state of the art' technology to deliver IT services and solutions to our small to medium-sized business and educational clients. Our team offers an opportunity to implement projects for clients to help them better serve their customers. If you are strong in Macintosh, Microsoft, Cisco, or Citrix or if you have a talent that you think we need, let us know.

Since 1987, the Techcare team has been providing technology solutions for small business, non-profit and K-12 education clients in ways that lower the overall cost of support while increasing the impact of technology. Our mission is to help manage technology for better results.

Our approach to employment is simple. We view our employees as our greatest asset. If you want to be part of a team that is challenging, hard-working, and a place where your input and ideas are valued, we want to talk to you.

We periodically have positions available in Field Engineers, Network Service Desk, Project Engineers, and Administration.

Response Center Engineer Level 1

Department: Service & Support
Reports to: Director, Professional Services
Overall responsibility: The Response Center Engineer 1 is the first line of customer support. The RSE1 will answer all calls coming to the service department and will create call tickets accordingly.  The RSE1 is not expected to resolve all problems, rather to communicate and facilitate a resolution.  Every new request should be treated as an emergency until it has been reviewed and prioritized otherwise.  The following should be performed on every request within 30 minutes of the request being made:

• Gather information about the issue.
• Determine priority (Emergency, High, Medium, Low/Scheduled).
• Estimate the time and skill set necessary to resolve the issue
• Assign and route the request to the appropriate engineer

Service requests that are within the skill set of the RCE1 and will require less than 15 minutes to resolve may be assigned to the RCE1 for resolution.  If the resolution exceeds the 15 minute estimate an inventory must be taken no later than 30 min into the issue.  If no resolution in sight, the service request must be escalated to a level 2 engineer for completion.

Key areas of responsibility

• Facilitate Service Desk calls
• Monitor and assist in managing service boards in relation to client activity
• SLO monitoring for managed service clients
• Resolve or assign/escalate as appropriate
• Outbound team scheduling in relation to escalated service issues

Response Center Engineer Level 2

Department: Service & Support
Reports to: Director, Professional Services
Overall responsibility: The Response Center Engineer 2 is the main reactive component of the support organization and is responsible for clarifying the problem and applying general troubleshooting methodologies.  Service requests that are within the skill set of the RCE2 and will require less than 2 hours to resolve may be assigned to the RCE2 for resolution.  The RCE2 is expected to:

• Research Known Solutions and Workarounds
• Implement workarounds if immediate resolution is not available or resolution plan exceeds reasonable timeframe.
• Apply Standard Troubleshooting Methodology to reduce areas of cause
  • Reproduce / observe the issue to get specific conditions necessary to initiate the problem.
  • Identify any changes to the environment that may be associated.
  • Check available logs for additional detail.
  • Use internal knowledgebase, Google, vendor, or other websites to search for known issues.
  • Check with another engineer / subject matter expert for guidance.
  • Open a ticket with the vendor
• Schedule and resolve service requests up to 2 hours
• Escalate to VSA or FE depending on scope of issue.

While working to resolve an issue the RCE2 must perform a sanity check every 30 minutes to confirm that the appropriate resource is assigned, that there is a clear resolution plan in place, and that the resolution will not exceed 2 hours.  If, after 1 hour, no resolution in sight or the resolution is expected to take longer than another hour, the RCE2 should check in with the team manager to determine if the service request should be escalated to a level 3 engineer for completion.

Key areas of responsibility

• Customer service
• SLO
• Call resolution (complete/close tickets)
• Call escalation

Virtual Systems Administrator

Department: Service & Support
Reports to: Director, Professional Services
Overall responsibility: The Virtual Systems Administrator is the first level proactive component of the support process. The VSA is responsible for eliminating problems before they start by ensuring an operational IT Infrastructure. The VSA is expected to:

• Apply Best Practices and Standards to environments by using the “Graphtech Way”
• Implement the IT strategy plan as approved by the Virtual CIO
• Research and eliminate potential dangers (see VSA daily checklist)
• Research and recommend solutions
• Schedule and resolve service requests up to 4 hours
• Escalate moves, adds, or changes or specific service requests requiring significant time or specific skill set to the VCIO for approval and routing to the Professional Services team.
• Maintain current documentation of the environment
• Level 2/3 call escalation for assigned accounts
• Recommend system upgrades/enhancements to VCIO

Key areas of responsibility

• Customer service
• SLO
• Call resolution (complete/close tickets)
• Proactive maintenance

Field Engineer

Department: Service & Support
Reports to: Director, Professional Services
Overall responsibility: The field engineer is the second level proactive component and the highest level reactive component of the support process. The field engineer is charged with implementing specific technologies that support the overall strategic IT direction of the client on an as needed basis. The field engineer is expected to:

• Act as the final escalation point for service requests
• Coordinate and implement new technical solutions
• Work on service requests until  resolved
• Assist in SOW/labor budget preparation
• Adhere to SOW/budget to implement projects for both MSP/Non-MSP clients
• Utilize change order process where applicable

Key areas of responsibility

• Customer service
• Project implementation
• On-site call escalation

Email your resume to This e-mail address is being protected from spambots. You need JavaScript enabled to view it (MS word, or RTF preferred). We appreciate your interest in growing with us.