Lead Systems Architect

2 weeks ago

Houston, Texas, United States Meriplex Communications Full time

Position Overview


The Lead Systems Architect serves as the primary support for Meriplex's Technical Assistance Center (TAC) and reports directly to a TAC Manager.

This role is integral in managing the TAC's ticketing system to address Level 3 end-user challenges and serves as the escalation point for the Level 3 team.

The Lead Systems Architect is expected to provide outstanding customer service and technical guidance to customer executives and decision-makers.

Responsibilities include overseeing the execution of customer projects to ensure that all timelines, deployments, and installations are carried out effectively.

This position involves addressing a variety of complex issues, from delivering advanced server support and design to preparing critical reports for C-level customer leadership.


Key Responsibilities:

Expertise in network and design architecture.

Conduct technical equipment installations at client locations.

Implement the deployment, installation, and architecture of networks.

Provide comprehensive support across the entire customer environment.

Ensure proactive maintenance of client network systems.

Act as the escalation point for all other teams.

Offer mentorship and training to fellow team members.

Advise and educate clients on their systems while making product recommendations for future needs.

Prepare reports for customers to enhance their understanding.


Utilize Microsoft Visio and other documentation tools to develop customer technical environments for all teams to support.

Standardize SOPs for all support related to the customer environment.

Manage and maintain customer documentation.

Provide advanced Office365 support.

Deliver network-wide VPN access support.

Offer advanced Microsoft server support and design.

Provide advanced VMware support.

Conduct advanced firewall administration.

Facilitate multifactor authentication (MFA) support.

Provide advanced support for MS Azure environments.

Deliver advanced support for MS Exchange servers.

Manage advanced wireless environments.

Oversee advanced backup and replication solutions and storage devices.

Provide advanced VoIP support.

Knowledge, Skills, and Abilities:

Serve as a team leader, offering guidance and instruction to TAC personnel.

Assist in distributing workload among team members to ensure the highest level of customer satisfaction.

Advise on customer equipment lifecycle requirements.

Act as a technical advisor during customer QBRs.

Collaborate with the Meriplex sales department to provide insights into customers' technical needs.

Create clear and concise presentations for all levels of customer leadership.

Ability to explain complex topics to both technical and non-technical audiences.

Oversee timelines, deployment, and vendor management for small projects.

Communicate cost and budgetary observations to customers as necessary.

Make product recommendations to clients.

Advanced knowledge of Microsoft 365 applications.

Understanding of advanced technical triage methodologies.

Advanced understanding of TCP/IP.


Ability to convey both verbal and written technical information to a diverse range of end-users and internal IT departments.

Effectively set expectations regarding service delivery.

Strengthen customer relationships through exemplary service.


Ability to work collaboratively in a team environment; treat colleagues, subordinates, and customers with respect.

Adhere to ticketing methodologies concerning documentation, processes, and workflows.

Support, manage, troubleshoot, and resolve service requests with appropriate urgency and professionalism.

Manage workflow effectively using research, documentation, RMM tools, ticket systems, and communication.

Directly and indirectly support customers, vendors, and staff by providing top-tier service.

Advanced knowledge of Switching/Routing/Wireless/Firewall technologies.

Advanced knowledge of MS Azure.

Advanced knowledge of SAN technologies.

Advanced knowledge of VoIP systems.

Preferred Education and Experience:

Prior experience in proactive MSP support is highly valued.

Security certification is preferred.

VMware VCP/VCTA/VCAP certification is advantageous.

MCSE and MCSA certifications are desirable.

SAN certification is a plus.

Cisco certification is beneficial.

Vendor VoIP certification is recommended.

Azure certification is preferred.

Microsoft 365 certification is advantageous.

Exceptional reading, writing, and communication skills are essential.

Intermediate knowledge of network concepts, devices, and best practices is expected.

Physical Demands:


This role may require exerting up to 50 pounds of force occasionally, a negligible amount of force frequently, and/or constantly moving objects, including the human body.

Sedentary work typically involves sitting most of the time.

Disclaimer:


The information provided in this description is intended to convey the general nature and level of work performed by employees in this classification.

It is not designed to be an exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.

Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

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