Job Requirements

Accountable for:

 

• L2 support requests/escalation
• Resolution SLAs
• Project builds and deployments

 

 

Responsibilities and tasks:

Responsibilities

• Facilitate & install assigned projects, such as phone systems, network racks, Aps, etc.
• Facilitate projects and pill in engineers as necessary for more complex projects like firewalls, networks, servers, etc.
• Be the project lead and face for onboarding new clients.
• Work closely with sales to define project scope, and facilitate project throughout (schedule, follow-up, etc.)Ensure projects and new systems are fully documented before handing off to Service team.
• Advanced support ticket escalation resource
• Presales engineering for network projects (Hours, hardware, project outline)
• Adesire to grow and continue education/training
• Other duties as assigned.

 

Teamwork

• Mentor team members
• 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 consecutive suggestions for change
• Contribute to the process of innovative change
• Undertake other duties as required

 

Numbers and Metrics

Billable hours

Others to be determined on individual basis

Accountable to Billable Hour Metrics but also in tangible metrics such as our core values

 

Showcasing Our Core Values

• People first
  • Willing to help others/ people before profit/ Servant leadership
• Take ownership
  • Don’t hide errors or mistakes/ Take responsibility
• Create a win-win solution
  • Find wins for both sides/ gain common ground/ don’t be a brick wall
• Showcase professionalism
  • Be prepared/read the room/ be a duck (calm on the surface)
• Think creatively
  • Be open-minded/ get a new perspective/ find opportunity in problems
• Do the right thing
  • Integrity/ the mic is always on
• Peruse continual growth
  • Find opportunities to grow/ fail forward/ be a lifelong student