Senior Managed Services Engineer

2 months ago

Palo Alto, United States Atriasolutions Full time

The Sr. MS Engineer is responsible for managing and enhancing the infrastructure of Atria clients. He/She is responsible for resolving complex cases including change requests and incidents and the handling of escalations from the L1 team. He/She will perform periodic onsite visits and presentations to clients to get feedback on service satisfaction. He/She will ensure ISO regulations are well respected and will act as a technical escalation point for team members.

Key Responsibilities:
  • Effectively handle client escalations as appropriate and in accordance with contractual obligations.
  • Create and execute on support initiatives focused on scaling our business.
  • Ensure compliance with the supplier's maintenance procedures.
  • Track customer support metrics and adjust work processes to improve overall client satisfaction.
  • Provides performance feedback and proposes remedial action when necessary.
  • Understand and assess client-reported issues to determine prioritization.
  • Manage and ensure documentation of assigned incidents - including internal and external communications.
  • Coordinating with the Team Leader on escalated cases that require field intervention.
  • Assist the sales team in promoting and leveraging the MS team services.
  • Ensures that all ISO standards are being respected.
  • Solves escalated technical issues.
  • Ensures compliance with vendor/client SLAs.
Qualifications:
  • Computer and Communications Engineering or similar.
  • Experience with the following vendor products: Cisco, Fortinet, VMware, Palo Alto, F5, Microsoft, etc.
  • 5+ years of related experience.
  • Fluent in Arabic & English, French is a plus.
  • Has passion for delivering excellent service to clients.
  • Organized, detail oriented.
  • Resourcefulness with strong research, analytical and technical problem solving skills.
  • Ability to multi-task and prioritize in a fast-paced environment
  • Experienced with ticketing and professional service automation (PSA) systems.
  • Ability to work early or evening hours as needed supporting a 24/7 operation.
  • Strong analytical skills; creative problem-solver.
  • High level of professionalism and integrity.
  • Ability to work with a globally distributed team.
  • Excellent interpersonal skills, listening skills and approachable style.
  • Facilitates effective team interaction.
  • Acknowledges and appreciates each team member's contributions; Keeps track of lessons learned and shares those lessons with team members.
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