Sr. Network Engineer (Lvl3)/ Client Project Coordinator

We are seeking a Sr. Network Engineer / Client Project Coordinator to become an integral part of our team! You will be responsible for designing and implementing computer and information networks and managing Client Projects.

BRIEF:

Responsibilities:

• Implement local area networks (LAN), wide area networks (WAN), intranets, extranets, and other data networks
• Develop and execute test plans to check infrastructure and system performance
• Perform network modeling and analysis
• Define blueprint designs for business technology initiatives
• Enforce policies for standardizing systems

Qualifications:

• Previous experience in networking, IT, or other related fields
• Familiarity with architectural specifications
• Familiarity with researching communication networks
• Strong troubleshooting and critical thinking skills
• Strong attention to detail

JOB TITLE: Sr. Network Engineer/Client Project Coordinator

SALARY RANGE: $92,000 - $99,000 + Benefits

HOURS OF WORK: 40 hours per week

LEAVE ENTITLEMENT: 1 week 1st year/2 weeks year after / 7 paid holidays

RESPONSIBLE TO: CEO

LOCATION: At the Burbank office / Onsite when needed and for project deployments

OVERVIEW:

The number one goal of everyone in our team is to make our clients exceptionally happy. The Sr. Network Engineer/Client Project Coordinator plays an important role in making sure that happens.

The Sr. Network Engineer/Client Project Coordinator handles escalated support requests for the Service Delivery Team. They are assigned the support requests that the Junior Helpdesk Technician can’t handle.

When help is needed the Sr. Network Engineer/Client Project Coordinator can turn to the CEO for guidance and support.

SKILLS & ATTRIBUTES

MUST HAVE SKILLSETS (candidate must have this experience)

• Advanced Experience using AUTOTASK, Continuum/Connectwise NOC Services.
• Advanced Experience in networking: Meraki Switching, CISCO switching, VMWARE and HYPER-V.
• Additional Experience in: Auvik monitoring, Liongard, ADAudit, AutoElevate, CyberCNS, Wireshark, Microsoft Remote Desktop Services
• Advanced Experience providing support via remote connectivity tools.
• Advanced Experience And knowledge of 2FA concepts/deployment including Microsoft Azure 2fa and DUO.
• Must Perform: Monthly Security reviews and adjustments on Microsoft 356/security score and compliance.
• Training on Microsoft 365 administration and 365 Security best practices
• Advanced Experience in or currently learning/ training of Amazon AWS services
• Advanced Experience in or currently learning/ and training of Microsoft Azure administration.
• Advanced Experience using MAC and Linux
• Experience handling Technical Service Tickets, workflows, and clients’ needs.
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

DESIRED SKILLSET

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded on being a good listener
• Advanced understanding of support tools, MFA/2FA, techniques, and how technology is used to provide services.
• A strong desire to improve their skillsets in networking, Cyber security, and project management.
• A desire for training in these same areas.
• Advanced understanding of operating systems, business applications, printing systems, network systems, and handgun scanning systems.
• Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices
• Advanced experience and knowledge of working with the Microsoft 365 Platform
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an Amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• Knowledge of SQL and SQL reporting.
• Microsoft BI and other data analytics solutions.
• The ability to speak both Geek and human
• Project Management training
• Driver’s license
• The ability to keep up with & adapt to the fast-paced IT world
• Client Experience Certifications such as Helpdesk Habits etc.

RESPONSIBILITIES & TASKS

Customer service

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced remote troubleshooting
• Remote and onsite Hardware Networking, Maintenance and Support

USE of our TICKETING SYSTEM

• Use our Ticketing System (Autotask) to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation in well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that all tickets aren’t “stale” throughout the process.
• Manage all client implementation projects
• Design, assign and schedule all client projects.

USE of our MONITORING & MANAGEMENT TOOL

• Review RMM(ConnectWise NOC) dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes
• Stay on top of all NOC updates and apply to clients if needed.

PROJECT WORK

• From time to time the projects team will need additional resources to help deliver projects either on site or remotely. When opportunities arise the Sr. Network Engineer/Client Project Coordinator will be required with project management and delivery success.
• Project Coordinator will be responsible for the success and signed-off completion of all client implementation projects.
• communication, Reporting & risk
• Escalate tickets that require Service Delivery Manager support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Perform monthly client “check-ins” to help Identify, Communicate and Mitigate any potential risks to the CEO and Sr Helpdesk Engineer.
• Review timesheets and report to upper management on any concerns.

TEAM WORK

• Mentor the “Junior” Service Team Members. We always do the right thing.
• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required of a Service Delivery Coordinator, Service Delivery Manager or CTO when approved by the CEO.

PERKS

· Get your birthday off

· Generous incentives for reaching Team and Company Goals

· We have Health and Vision covered!

· An easy-going environment and culture (we all enjoy what we do)

· The flexibility to work from home (we run a Hybrid office)

· A Stand-Up Desk and High-Powered Laptop

· A Proactive Approach to Ongoing Training to help you develop lifelong skills

CAREER GROWTH

For someone looking to progress in their role, the Sr. Network Engineer/Client Project Coordinator naturally leads into roles such as: the Service Delivery Manager or CTO.

Exams are paid for by the company once passed.