The Network Engineer, Managed Services is part of the Managed Services team responsible for supporting multiple sites and handling inbound and escalated inquiries. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At Kavaliro, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.
About the Role
Manage service tickets that are assigned to your personal and team queue and respond in agreed upon timeframe.
Provide superior service to customers and clients with limited supervision consistently.
Provides remote hardware/software support, documentation, support logs and other related information throughout triage process.
Act as internal escalation point for other Technicians to engage for technical assistance or process guidance; and able to provide guidance to teammates on operational processes, troubleshooting or customer service.
Responsible for the management of network, datacenter, security, and voice technologies. This includes but is not limited to Fortinet, Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, NetApp and other technologies.
Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
Uses monitoring tools to investigate potential issues or respond to monitoring events, this can include but not be limited to Datto, Kaseya VSA, Connectwise Automate, LogicMonitor, Nagios, etc.
Assists in monitoring and maintaining network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
Interacts with telecommunication, hardware and software vendors and operates on the customers' behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders.
Interact and work directly with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time.
Work regularly with internal service and project coordinators who assign tickets to the Service Desk Team.
Produce detailed service reports regularly and communicate updates or changes internally and to the clients.
Able to provide technical support to customers and is capable and comfortable handling Level 2 Jr Technician duties.
Participate in a week-long on-call rotation a few times per year.
Client Relationship Management
Serve as primary technical contact and augment our customer support teams
Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices.
Serve as customer advocate with internal Kavaliro support stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.
Engage with customers at all levels of their organization, from the front lines of the SOC to the C-suite.
Research customers' technical issues in a timely manner and follow up with recommendations and action plans.
Escalate customer issues to management when appropriate.
Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed.
Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.
Identify renewal risk and collaborate with client internal team point of contact to remediate and ensure a successful renewal.
Drive support cases to ensure issues are being resolved in a timely manner.
Assist with the implementation and management of IT projects, ensuring they meet customer expectations and timelines.
Work with internal teams to ensure consistent service delivery and address any service gaps.
Provide customers with guidance on optimizing their IT infrastructure, including hardware upgrades, software deployments, and process improvements.
Assist in the development of strategic IT roadmaps for customers, aligning their technology use with their business goals.
Work in conjunction with vCISO and Kavaliro Technical Teams
Qualifications
Bachelor's Degree, or equivalent level of experience in related field
2+ years' work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center and security technologies.
3 years in a helpdesk role, triaging reported issues and incidents by customers.
Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.
Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2013-Current.
Experience with any of the following firewalls and remote access VPNs: Azure VPN, Fortinet, Cisco AnyConnect, Meraki, Sonicwall, etc.
Experience with a ticketing system, such as Datto, Kaseya ConnectWise Manage
Experience supporting virtual desktop environments: Multi-Server Remote Desktop Server farm w/ Secure Gateway is prefer
Experience administering and supporting MFA and security endpoint protection applications such as Duo, DNS filter and Sentinel One
Required Skills
Confident and comfortable with client facing activity.
Strong oral and written communication skills
Communicate effectively with internal team members, customers, clients, and stakeholders.
Maintains the ability to stay organized and be detail oriented.
Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence.
Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment.
Understanding of all Microsoft 365 offerings, as well as a stong understanding of Active Directory.
Ability to lift at least 50 pounds and be comfortable with climbing up step ladders and stand for long periods of time.
Kavaliro is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.