Associate Operations Engineer - 3rd Shift (Remote) - Cloud, Infrastructure, and Customer Support

Join the Burwood Group Team as an Associate Operations Engineer - 3rd Shift Burwood Group, a leading technology consulting firm, is seeking a highly skilled and motivated Associate Operations Engineer to join our team on a 3rd shift (11 pm - 8 am CST). As a critical member of our Managed Services Operations Team, you will have the opportunity to work with the latest infrastructure and cloud technologies, providing exceptional customer support and service. If you're passionate about problem-solving, customer service, and technical innovation, we encourage you to apply for this exciting role. About Burwood Group Burwood Group is an innovative, culture-driven industry leader that helps companies transform their business and improve outcomes through technology. Founded in 1997 and headquartered in Oak Brook, IL, we've grown to become a 200+ employee firm with team members spread across Southern California to North Carolina. We foster an employee ownership culture that applauds both teamwork and personal growth, and we're committed to creating a work environment that's as unique as you are. What You'll Do As an Associate Operations Engineer - 3rd Shift, your primary responsibilities will include: Directly answering customer inquiries by phone, email, or ticket, providing timely and effective support. Working directly with customers to resolve issues related to common infrastructure technologies, including Network (WAN, LAN, Wireless), Unified Communications (UC) suite, Microsoft, Citrix, and more. Monitoring and responding to active events in an urgent matter, ensuring prompt resolution and minimal downtime. Ensuring tickets are addressed and brought to resolution within specified SLAs, maintaining high levels of customer satisfaction. Writing knowledge base and runbook articles for the BMS Operations team and our customers, contributing to the development of best practices and knowledge sharing. Providing feedback on operations processes for continuous improvement, helping to refine and optimize our service delivery. In addition to your day-to-day responsibilities, you'll have the opportunity to participate in planning, designing, and engineering services to implement changes to client infrastructure, enabling more efficient and effective technical issue resolution. Qualifications Who You Are We're looking for a motivated and customer-focused individual with: A passion for problem-solving in a technical environment and a commitment to delivering exceptional customer service. Advanced customer service skills and experience in handling customer relations, with excellent communication and interpersonal skills. A professional demeanor and attention to detail, ensuring minimal risk to the environment. The ability to work flexible hours, maintain a healthy work-life balance, and take responsibility for your work. A desire to be part of a team and contribute to the success of the organization, with a growth mindset and motivation to learn and adapt. The Tech Stuff You'll need: One industry-accepted associate-level certification, such as Network+ or CCNA, or comparable experience, with the ability to obtain certification within 6 months of hire. Basic knowledge of networking, including subnetting, basic routing protocols, and LAN/WiFi. A basic understanding of security and its role in an organization. Basic knowledge of data center technologies and virtualization. The ability to perform basic Windows and Linux Server administrative tasks. Conversational knowledge of other data center technologies, such as Citrix, Load Balancers, etc. Direct experience working in IT Service Management, Managed Service Provider, or ISP environments. Career Growth Opportunities and Learning Benefits At Burwood Group, we're committed to helping our team members grow and develop their skills. As an Associate Operations Engineer, you'll have access to: Learning opportunities in support of career development, including training and certification programs. Mentorship and guidance from experienced professionals. Opportunities for advancement and career progression. Work Environment and Company Culture We pride ourselves on creating a work environment that's flexible, supportive, and fun. As a remote team member, you'll enjoy: A flexible work-from-home policy, allowing you to work from anywhere. A generous vacation policy, with ample time off to recharge. A 401(k) and Roth 401(k) savings plan, complete with a company match. Health, dental, and vision insurance, as well as life and accident insurance. Short and long-term disability coverage. Mental wellness programs and support. Flexible spending accounts for pre-tax healthcare and transit/parking expenses. Our Commitment to Diversity and Inclusion At Burwood Group, we believe that diversity and inclusion are essential to our success. We're committed to creating a work environment that's welcoming and inclusive to all team members, regardless of: Gender Race Ethnicity Sexual orientation Disability Religion Age Compensation and Perks We offer a competitive salary and a range of benefits and perks, including: A competitive salary, commensurate with experience. A comprehensive benefits package, including health, dental, and vision insurance. A 401(k) and Roth 401(k) savings plan, complete with a company match. Flexible work arrangements, including remote work options. Opportunities for career growth and professional development. Ready to Apply? If you're a motivated and customer-focused individual with a passion for technical innovation, we encourage you to apply for this exciting role. Please submit your application, including your resume and a cover letter, to: We look forward to hearing from you and exploring how you can contribute to the success of our team! Apply for this job