Job Details
Main Purpose of Job:
The Senior Technical Engineer at Vital I/O plays a pivotal role in the Professional Services Team and the Global Support Service Team. This hybrid position involves collaborating with the Sales team for pre-sales scoping, creating deployment work plans, and documentation, and ensuring delivery aligns with PMO processes and customer requirements. Additionally, this role provides Field Engineering, Tier 3 Escalation Level Support, and Tier 4 expert support, working closely with vendors.
Relationships:
- Responsible to: Customer Delivery Manager (or VP of Operations and Project Management Team)
- Responsible for: None
- Liaison with: Colleagues, clients, prospective clients, project managers, and third parties
Main Tasks of the Job:
Engineering Support:
- Providing expert support to clients and colleagues, resolving alerts, incidents, and service requests within SLAs.
- She is acting as a technical mentor to the team.
- Communicating accurate technical solutions to customers and managing their expectations.
- Understanding, logging, and resolving incidents and service requests.
- Utilizing proactive monitoring tools, liaising with third-party vendors, and escalating issues when necessary.
- Proactively developing knowledge specific to Vital I/O - Netsurit customer environments and maintaining appropriate vendor qualifications.
- Assisting in continuous improvement processes and providing 24/7 coverage as needed.
Engineering Project Work:
- Performing field engineering functions, contributing to site documentation, and undertaking project delivery within budget and timelines.
- Providing technical training, evaluating new products and services, and maintaining internal systems.
- Participating in technical evaluation and deployment, ensuring customer satisfaction and structured handover.
Consultancy:
- Undertaking pre-sales activities, including scoping, SOW preparation, and onsite client meetings.
- Coordinating IT projects, ensuring documentation completion, and facilitating structured handover.
- Developing strategic solutions, presenting and promoting Vital I/O - Netsurit, and nurturing client relationships.
Skill Requirements:
- Understanding of managed service delivery and strong technical skills in either Network and Security, or VMware, storage, and backup.
- Excellent communication, problem-solving, and commercial awareness skills.
- Ability to work independently and within a team, prioritize tasks, and remain organized under pressure.
- Flexibility, quick thinking, and a confident approach.
Qualifications:
Essential:
- High School Diploma or equivalent.
- Driving License.
- MCSE certification.
- Networking or Virtualization qualifications such as CCNA or VMware VCP.
- 5 years experience in support/field engineering roles.
- Experience in a managed service provider and knowledge of ITIL and SDI best practices.
Ideal:
- Relevant Degree in Computer Science or Information Technology.
- Additional ITIL or SDI qualifications, CCNP/VMware VCAP, or other networking/virtualization certifications.
Advantageous:
- Masters in the relevant subject.
- Pre-sales experience.