Assigned Solutions Engineer
Assigned Solutions Engineer
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Job Description
We are continuing to grow our Managed Services Practice and hiring an Assigned Solutions Engineer (ASE) to join our team! In the ASE role the successful hire will be the technical lead for customers working collaboratively with customers and internal teams handling escalated tickets and coordinating resources among other areas of responsibility.
**This position will be on site at a client location in Worcester County MA three days per week or more as needed**
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
- Provides on-call duties and available for weekend/evening/holiday work as needed
- Produce and use data to identify trends affecting customer environment
- Build strong working relationships with assigned clients to improve quality of service
- Coordinate Focus resources when needed for quick resolution (NOC Field Vendor)
- All other duties as assigned
Skills:
- Ability to build strong trusting relationships with Customers and internal teams
- Ability to work independently and collaboratively
- Strong documentation skills
- Demonstrated track record for managing work through a case management system and adhering to process
- Ability to troubleshoot and communicate transparently and appropriately in high visibility outage situations
- Demonstrated positive and professional interpersonal skills
- Excellent communication interpersonal and customer service skills with the ability to communicate complex technical concepts in simple and clear terms to customers and others as needed
- Exceptional problem-solving analytical and decision-making skills with the ability to prioritize and manage multiple tasks and projects effectively
- Strong organizational detail-oriented and time management skills
- Strong knowledge and proficiency with Microsoft Office products networks and systems such as HP and Dell
- Experience with LAN WAN and WLAN technologies
- Strong Linux experience
- Prior experience working with Cisco Meraki and Fortinet
- Experience with AWS and/or Azure
- 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
Education and Experience:
- Bachelors degree in Computer Science Information Technology/related field or equivalent work experience
- 5 years of experience providing IT support in a Managed Services Provider (MSP) environment
- Strong technical skills and knowledge in various areas of IT such as networking hardware software cloud security and troubleshooting
- Solid leadership coaching and mentoring skills with the ability to motivate and inspire other organization to achieve their goals and deliver exceptional results
- Industry technical certifications in relevant IT domains such as Cisco Fortinet etc.
Employment Type
Full-Time
