Job Description
Job Description
We are continuing to grow our Managed Services Practice and hiring an experienced and customer-focused Assigned Solutions Engineer to join our networking team. In this role, you will serve as the primary technical point of contact for assigned customer accounts, providing expert guidance, support, and proactive solutions to ensure optimal performance of their IT environments.
Some responsibilities include but are not limited to the following :
- Technical leadership for a defined set of customer accounts
- Final ownership of escalated tickets
- Work with Customer and NOC to evolve and improve monitoring services
- Produce and use data to identify trends affecting customers' environments
- Build strong working relationships with assigned customers to improve quality of service
- Coordinate resources when needed for quick resolution (NOC, Field, Vendor)
- Support PS project scoping, delivery and transition as necessary to ensure quality and continuity of service
- All other duties, as assigned
Skills :
Strong hands-on experience working with Cisco, Meraki and Fortinet networking solutionsAbility to build strong trusting relationships with customers and inernal teamsAbility to work independently and collaborativelyDemonstrated track record for managing work through a case management system and adhering to processAdaptability to changing priorities, as neededAbility to troubleshoot and communicate transparently and appropriately in high visibility outage situationsDemonstrated positive and professional interpersonal skills, as well as strong written and verbal communications skillsExcellent communication, interpersonal, and customer service skills, with the ability to communicate complex technical concepts in simple and clear terms to customers and sales teams as well as othersExceptional problem-solving, analytical, and decision-making skills, with the ability to prioritize and manage multiple tasks and projects effectivelyStrong organizational, detail-oriented, time management and documentation skillsStrong knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and DellExperience with LAN, WAN, and WLAN technologiesKnowledge in implementation and troubleshooting network devicesConfigures and troubleshoots VPNs for end user accessTechnical knowledge of storage, virtualization, and compute across multiple vendorsExperience working with diverse environmentsMaintains a high level of confidentiality, professionalism and a courteous demeanorAbility to perform effectively in high-pressure environments and respond to critical issues with urgency and composureWorks with other internal teams to create and update technical standards, deliver performance metrics / reporting, and raise management awareness to reduce customer risk and reactive support timeAll other duties, as assignedEducation and Experience :
Bachelor's degree in Computer Science, Information Technology / related field, or equivalent work experienceA minimum of 5+ years of experience in IT engineering or a similar technical role within a managed services or IT services environmentStrong technical skills and knowledge in various areas of IT, such as networking, hardware, software, cloud, security, and troubleshooting, including strong hands-on experience working with Cisco, Meraki and Fortinet networking solutionsSolid leadership, coaching, and mentoring skills, with the ability to motivate and inspire others to achieve their goals and deliver exceptional resultsIndustry technical certifications in relevant IT domains, such as CompTIA, Microsoft, Cisco, and / or AWS preferredIf you are passionate about technology, enjoy solving complex problems, and are committed to client success, we want to hear from you! We offer competitive compensation and benefits packages, including remote friendly culture, medical / dental / vision, 401(k) plan, career path program, employee appreciation events, paid certifications & trainings, paid vacations / holidays and much more. Submit your resume on our careers site today to take your career to the next level!
