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Senior Assigned Solutions Engineer
2 weeks ago
We are continuing to grow our Managed Services Practice and hiring an experienced and customer-focused Senior 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 solutions
- Ability to build strong trusting relationships with customers and inernal teams
- Ability to work independently and collaboratively
- Demonstrated track record for managing work through a case management system and adhering to process
- Adaptability to changing priorities, as needed
- Ability to troubleshoot and communicate transparently and appropriately in high visibility outage situations
- Demonstrated positive and professional interpersonal skills, as well as strong written and verbal communications skills
- Excellent 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 others
- Exceptional problem-solving, analytical, and decision-making skills, with the ability to prioritize and manage multiple tasks and projects effectively
- Strong organizational, detail-oriented, time management and documentation skills
- Strong knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and Dell
- Experience with LAN, WAN, and WLAN technologies
- Knowledge in implementation and troubleshooting network devices
- Configures and troubleshoots VPNs for end user access
- Technical knowledge of storage, virtualization, and compute across multiple vendors
- Experience working with diverse environments
- Maintains a high level of confidentiality, professionalism and a courteous demeanor
- Ability to perform effectively in high-pressure environments and respond to critical issues with urgency and composure
- Works 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 time
- All other duties, as assigned
Education and Experience:
- Bachelor's degree in Computer Science, Information Technology/related field, or equivalent work experience
- 8+ years of experience in IT engineering or a similar technical role within a managed services or IT services environment
- Strong 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 solutions
- Solid leadership, coaching, and mentoring skills, with the ability to motivate and inspire others to achieve their goals and deliver exceptional results
- Industry technical certifications in relevant IT domains, such as CompTIA, Microsoft, Cisco, and/or AWS preferred
If you are passionate about technology, enjoy solving complex problems, and are committed to client success, we want to hear from youWe 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
