Professional Service Engineer / System Engineer

Deliver professional services with a focus on:

· Client satisfaction and Quality

· Technical excellence

· Perform end user project support primarily relating to desktop and mobile communications, network, server, security and storage

· Perform medium-to-high level network diagnostics and repairs as directed

· Develop Subject Matter Expertise in focused area(s) as needs dictate

· Professionally document all work performed and submit accurate timecards daily

· Assist other team members in maintaining accurate and up to date documentation of the clients network environment and supporting material that ensures consistent quality remote support by any member of the Professional Service Delivery Team

· Project Deployment

· Assigned as lead to run technology projects

· Implement client projects for cloud, security, network optimization, and overall performance of our customers infrastructure

· Work with assigned project leads and Project managers, working assigned tasks and within defined project scope and milestones to ensure the successful deployment of IT projects for our clients

· Work with other team members to identify new revenue opportunities, primarily via projects

Key Performance Metrics

· 75% billed utilization

· Project quality (time/budget/quality)

Internal/External Contacts:

Daily interaction with team members and a variety of clients. The PSE works closely with Field Engineers, Project Managers, Project Coordinators, subject matter experts, and manager/directors to ensure client satisfaction expectations are met.

Competencies (Knowledge, Skills and Abilities)

· Intermediate understanding / support experience with firewall appliances and services (Cisco ASA and/or FortiGate NexGen models highly preferred)

· Intermediate understanding of the following protocols and networking services: TCP/IP, DNS, DHCP, Layer 2/3 Switching.

· Proven network analysis and diagnostic skills, ability to implement quick and effective solutions to network problems and escalate issues when necessary.

· Advanced knowledge of Microsoft Office applications.

· Advanced understanding of and experience with Backup processes, software and hardware

· Additional technical competencies per discipline

· Ability to communicate with users over the phone and provide remote support and using a variety of remote support tools

· Must be a detail-oriented self-starter function autonomously, with minimal supervision

· Strong team player

· Excellent verbal and written communication skills. Able to explain technical issues in clear and understandable language

· Strong customer service orientation

· Demonstrated dedication to consistent quality

Experience, Educational Requirements and Certifications

· High School Diploma or equivalent required, bachelors degree preferred

· 3-5 years of experience in network administration

o Cisco Firewall and switches

o FortiNet Firewalls and switches

· 2-4 years of desktop administration

o Windows 10 and 11

· 3-5 years of operating systems experience (Windows, VMWare/vSphere)

o Server 2016, 2019, 2022

o Microsoft Hyper-v

o vSphere 7,8

· 3-5 years of Exchange (Exchange 2016/2019, Exchange Online)

At least one of the following industry certifications is preferred:

· Cisco Certified Network Associate (CCNA)

· CompTIA Server+

· FortiNet Certified Professional

· Citrix Certified Professional (CCP)