Client Support Engineer
Client Support Engineer
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$ 90000 - 110000
1 Vacancy
Job Description
Position Summary:
The Client Support Engineer is the immediate escalation path from NOC (Network Operations Center) Analyst. They give guidance to NOC engineers and manage escalation of support requests within their shift schedule. Coordination and handoff to other shift schedule Client Support Engineer is also crucial to manage all service requests to timely resolution.
The Client Support Engineer utilizes support from technical experts within the organization and third parties as required to resolve a problem. They take responsibility for handling incidents and following them through completion or escalation. Upon successful resolution they finalize the task according to company policies for incident management. Job duties also include recording the problems encountered and techniques used to solve them for future reference.
Essential Functions:
Configure and install various network devices and services (e.g. routers switches firewalls loadbalancers VPN QoS)
Responsible for management and resolution of escalated issues for complex technical incidents including analysis root cause determination and on-going client follow-up
Work within established configuration and change management policies to ensure awareness approvaland success of changes made to the network infrastructure
Deliver superior customer experience by responding to Service Requests according to established service level agreements in a timely accurate and professional manner
Provide training to NOC Analysts support and act as a mentor to other Managed Support Engineers
Address routine and non-routine customer problems
Responsible for communicating with end-users regarding incident updates phone calls and/or email notification
Follow standard call tracking special instructions and other documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system
Set end-user expectation regarding the type and timeliness of service to be provided
Responsible for meeting individual and departmental metric goals with regards to incidents and phone support requests
Assist and/or consult with tiered support escalation members to achieve company defined Service Level Agreements or SLAs (Service Level Agreements)
Required Qualifications (This should include any minimum education work experience knowledge & skills necessary to perform the functions of the position):
High school diploma or GED
5 years of experience in network administration
5 years of experience in networking routing and switching
Other Qualifications:
Must be able to work flexible hours as needed
Must be able to work on-call once a month
Visit Customer Sites and Data Centers to perform infrastructure maintenance changes and onsite troubleshooting
Advanced IP routing and switching design implementation and troubleshooting
SSL/L2L/DMVPN/GRE VPN design implementation and troubleshooting
Network security Firewall planning design implementation and troubleshooting
Must have experience in supporting Office 365 Azure Intune
Advanced Windows Server Technologies and Active Directory support
Advanced Hyper-V/VMWare virtualization configuration and support including high availability configurations
Advanced thin client technology support (Citrix and Microsoft Remote Desktop Web Access)
Data protection level three support (Microsoft DPM Veam Backup / Recovery and Symantec BackupExec)
Use of network management software (HP SIM Dell OpenManage Microsoft System Center 2012 SolarWinds Orion)
Strong documentation skills to be utilized for case management knowledge capture and training
Exhibit above average reasoning and troubleshooting ability by identifying and analyzing an issue and developing and executing an action plan to resolve an issue
Excellent interpersonal and communications skills (verbal and written)
Ability to effectively multi-task and adapt to a fast pace and continuously changing environment is
Additional responsibilities as assigned
CCNA desired
Employment Type
Full-Time
