Information Technology Positions

Grove Networks, Inc. is a Microsoft Gold Certified Partner, Apple Consultants Network Member and 3Com Voice Authorized Partner in Miami, Florida, providing consulting, web development, phone systems integration and computer network services to SMB customers working in Windows, Macintosh and Linux environments.  We are seeking INFORMATION TECHNOLOGY PROFESSIONALS to join our service organization.

We currently have available positions for TELEPHONE SUPPORT ENGINEER I, SYSTEMS ENGINEER I, and SERVICE DISPATCH MANAGER.

Professional development is strongly encouraged and candidates will acquire skills in VOIP PBX, security, Linux, Apple and Windows server environments. Candidates will be exposed to a heterogeneous network environment and expected to learn and perform a variety of tasks.

TELEPHONE SUPPORT ENGINEER I:

Candidate must be able to:
 
1. Demonstrate proficiency working in Macintosh and Windows networks.
2. Install, troubleshoot, repair, move, and upgrade Windows Server and clients.
3. Communicate effectively with customers and peers – in verbal and written form.
4. Complete all work in a proper and timely fashion, following established procedures
and working with an established Service Request Management System.
5. Participate in planning, scheduling, and executing computer equipment installations, upgrades, and replacement projects.
 
Required skills:
 
* Microsoft  Certification – MCP
* Demonstrable knowledge of working in and maintaining server and desktop systems
* Working knowledge of network design and troubleshooting
* Enthusiasm for computer networking and new technologies.
* The ability to multi-task, prioritize, and work independently.
* The ability to communicate technical information to both technical and non-technical  personnel.
* Proficiency in and experience with network cabling and network configuration (including TCP / IP configuration and operation) of Windows and Apple-based systems.
* Windows network  experience in business environments (Active Directory and Exchange).
 
Desirable but not required skills:
 
* Linux, Unix, BSD  experience
* Cisco experience
* HTML / PHP / web  design
* Photoshop /  Illustrator
* GNU / GPL software  experience (Apache, Samba, SSH, etc.)
* Telephone experience
* Fluency in Spanish

Competitive compensation; profit sharing package commensurate with experience, including performance-based bonuses, cell phone and health insurance.


SYSTEM ENGINEER I:

Candidate must be able to:
 
1. Travel to and from locations throughout Dade and Broward counties.
2. Demonstrate proficiency working in Macintosh and Windows networks. Experience with Apple and OS X is a must!
3. Install, troubleshoot, repair, move, and upgrade Windows Server and clients.
4. Communicate effectively with customers and peers – in verbal and written form.
5. Complete all work in a proper and timely fashion, following established procedures
and working with an established Service Request Management System.
5. Participate in planning, scheduling, and executing computer equipment installations, upgrades, and replacement projects.
 
Required skills:
 
* Microsoft Certification – MCP, MCSA or MCSE
* Demonstrable knowledge of working in and maintaining systems in Apple Mac OS X network  environments.
* A superior working knowledge of network design and troubleshooting – candidates with little or no field experience need not apply for this position.
* Enthusiasm for computer networking and new technologies.
* The ability to multi-task, prioritize, and work independently.
* Excellent project management skills.
* The ability to communicate technical information to both technical and non-technical personnel.
* Proficiency in and experience with network cabling and network configuration (including TCP / IP configuration and operation) of Windows and Apple-based systems.
* Windows network experience in business environments (Active Directory and  Exchange).
 
Desirable but not required skills:
 
* Linux, Unix, BSD  experience
* Cisco experience
* HTML / PHP / web  design
* Photoshop /  Illustrator
* GNU / GPL software  experience (Apache, Samba, SSH, etc.)
* Telephone experience
 
Competitive compensation; profit sharing package commensurate with experience, including performance-based bonuses and company-paid fuel, cell phone and health insurance. Relocation assistance is also available for candidates outside of the South Florida region.


SERVICE DISPATCH MANAGER:

RESPONSIBILITIES:

1) Monitor service board and ensure service tickets are updated on an ongoing basis and that customer SLAs are met

2) Schedule service technicians and maintain ongoing communication with customers, upper management, and service technicians to ensure that customer service needs are met. Follow-up with customers as necessary to ensure that service tickets are properly documented and work completed in a satisfactory manner, and that customer expectations are met or exceeded. Whenever possible ensure that technicians are scheduled as far as possible in advance.

3) Monitor after-hours activity and on-call technicians, and ensure that after-hours service requests are serviced in a timely manner

4) Ensure all service tickets are closed once completed, internal notes and comments are properly documented, service ticket billing options are properly set, and that closed tickets are forwarded to Controller for prompt billing.

5) Prepare service and resource utilization reports for upper management and participate in weekly management meeting

QUALIFICATIONS:

Mandatory:

1) 3-5 years experience in an IT environment, preferably in Dispatch or Service Management position
2) Excellent written and verbal communication skills in English
3) 5-7 years experience in general IT environment
4) Microsoft Certification (MCP or higher)
5) Able to work independently but effectively with limited supervision
6) Highly organized and customer-focused

Preferred:

1) Experience with ConnectWise service management and ticketing system
2) Bachelor’s degree
3) Fluency in English and Spanish
4) Experience with alternative technology platforms, i.e. Mac, Linux
5) Cisco experience or certification
6) Telecom experience

Competitive compensation; profit sharing package commensurate with experience, including performance-based bonuses and company-paid fuel, cell phone and health insurance. Relocation assistance is also available for candidates outside of the South Florida region.