Milner - Raleigh, NC
posted 1 day ago
About the position
The Staff Augment Engineer (SAE) is responsible for the day-to-day technical management of a single Milner Technologies, Inc. client. They are tasked with working at the client site to remediate or resolve any issues regarding the clients infrastructure, networks, systems and/or telephony products. This may include network infrastructure hardware (i.e. Servers, Workstations, Racks, Routers, Firewalls, and Backup Solutions) and software networked configurations. SAEs assist with identifying sales lead opportunities and/or feedback based on customer usage, change in business needs and other areas of Tech Services focus. SAEs work as an extension of a regional helpdesk team with escalation routes through their team, team lead and service manager.
Responsibilities
- Maintains a high level of customer satisfaction and responsiveness to all business needs.
- Responsible for responding to Network Operations Center (NOC) and helpdesk escalations.
- Complete network assessment and documentation with all associated forms.
- Provides end-user training on implemented solutions and advising customers on preventative maintenance procedures and configurations.
- Providing consultative assistance for complex network issues.
- Ability to use experience and independent judgment to handle unique and complex situations.
- May be required to assist with projects outside of their immediate areas of responsibility.
- Communicate status updates, concerns or observations, and any client communications daily.
- Utilize sophisticated tools, service aids, product schematics, and any other available product information in the assessment and resolution of network equipment.
- Maintain their technical certifications, as well as obtain the expertise and knowledge on product & solution training specific to the needs of their function.
- May assist in the development of associate level employees on IT Services offerings and solution identification to improve proficiency and effectiveness in diagnostic techniques and solutions.
- Provide comprehensive technical support on advanced technologies and can assist in the development and delivery of technology and skills development.
- Perform other duties or on-call as required.
Requirements
- 4-year college degree in a technical (MIS, IT) program or equivalent experience.
- Infrastructure architectural level knowledge of Networking, Server, Cloud and/or Storage technologies.
- A minimum of 4 years experience in designing, installing, configuring, administering, and troubleshooting network systems or telephony.
- Experience required in Windows and Apple Workstation OS.
- Experience required in Windows Server OS.
- Experience required in Networking.
- Experience required in Virtualization.
- Experience required in Azure/Cloud Technologies.
- High level of network systems and troubleshooting.
- Excellent verbal and written communication skills.
- Excellent customer service skills.
- Ability to diagnose and troubleshoot methodically and efficiently.
- Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
- Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.
Nice-to-haves
- Relevant Industry Certification preferred.
Benefits
- Secure and maintain work environment, PC, Phone and other assigned equipment.
