Technical Solutions Engineer

3 weeks ago

New York, United States Netsurit Full time

Main Purpose of Job: The Senior Technical Engineer at Vital I/O plays a pivotal role in the Professional Services Team and the Global Support Service Team. This hybrid position involves collaborating with the Sales team for pre-sales scoping, creating deployment work plans, and documentation, and ensuring delivery aligns with PMO processes and customer requirements. Additionally, this role provides Field Engineering, Tier 3 Escalation Level Support, and Tier 4 expert support, working closely with vendors.

Relationships: Responsible to: Customer Delivery Manager (or VP of Operations and Project Management Team) Responsible for: None Liaison with: Colleagues, clients, prospective clients, project managers, and third parties

Main Tasks of the Job:

Engineering Support: Providing expert support to clients and colleagues, resolving alerts, incidents, and service requests within SLAs. She is acting as a technical mentor to the team. Communicating accurate technical solutions to customers and managing their expectations. Understanding, logging, and resolving incidents and service requests. Utilizing proactive monitoring tools, liaising with third-party vendors, and escalating issues when necessary. Proactively developing knowledge specific to Vital I/O - Netsurit customer environments and maintaining appropriate vendor qualifications. Assisting in continuous improvement processes and providing 24/7 coverage as needed.

Engineering Project Work: Performing field engineering functions, contributing to site documentation, and undertaking project delivery within budget and timelines. Providing technical training, evaluating new products and services, and maintaining internal systems. Participating in technical evaluation and deployment, ensuring customer satisfaction and structured handover. Consultancy: Undertaking pre-sales activities, including scoping, SOW preparation, and onsite client meetings. Coordinating IT projects, ensuring documentation completion, and facilitating structured handover. Developing strategic solutions, presenting and promoting Vital I/O - Netsurit, and nurturing client relationships.

Skill Requirements: Understanding of managed service delivery and strong technical skills in either Network and Security, or VMware, storage, and backup. Excellent communication, problem-solving, and commercial awareness skills. Ability to work independently and within a team, prioritize tasks, and remain organized under pressure. Flexibility, quick thinking, and a confident approach. Qualifications:

Essential: High School Diploma or equivalent. Driving License. MCSE certification. Networking or Virtualization qualifications such as CCNA or VMware VCP. 5 years experience in support/field engineering roles. Experience in a managed service provider and knowledge of ITIL and SDI best practices.

Ideal: Relevant Degree in Computer Science or Information Technology. Additional ITIL or SDI qualifications, CCNP/VMware VCAP, or other networking/virtualization certifications. Advantageous: Masters in the relevant subject. Pre-sales experience.

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