Primary Roles & Responsibilities:
Troubleshoot complex networking and security technologies from a variety of OEM’s including Cisco, Palo Alto, Fortinet, Juniper/HPE/Aruba, and others.
Experience with Data Center Virtualization and Storage technologies is a plus.
Strong understanding of security and privacy controls; ability to design and configure systems according to current standards.
Ability to work independently with customers to consult on and troubleshoot high difficulty technology issues and maintain an accurate issue list.
Provide systems administration training to clients.
Understand the customer environment (technical and political) and escalate issues when necessary.
Collaborate with Account Managers to identify new opportunities for cross-selling and up-selling during projects.
Participate in the modification and continual improvement of professional services project documentation and implementation processes.
Assist support technicians in troubleshooting client installations.
Continuously develop and enhance knowledge, skills, and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-sets in the products and services supported by Black Box.
Actively recommend and support efforts to improve, simplify, automate, and enhance day-to-day service delivery operations and the client experience.
Identify, research, analyze, diagnose, resolve, and close escalated technical problems in a timely and quality manner.
Perform other duties as assigned.
Knowledge, Skills, Abilities
Accountability: Understands the link between individual responsibilities and organizational goals. Proactively suggests improvements and takes personal ownership of organizational success.
Customer Focus: Demonstrates a strong concern for meeting internal and external customers' needs, considering the impact of actions on customers. Seeks creative approaches to enhance service efficiency and customer satisfaction.
Decision Making: Utilizes a combination of analysis, knowledge, experience, and judgment to make sound decisions. Identifies core problems and develops both short-term solutions and long-term strategies. Applies effective decision-making strategies during crises.
Interpersonal Relationships: Maintains professional behavior, uses tact and diplomacy, models sound judgment, and understands the impact of personal conduct on others.
Problem Solving and Critical Thinking: Approaches problems systematically, breaks down complex tasks, identifies necessary information, and seeks input from those closest to the problem.
Education / Experience Requirements
Bachelor’s degree in engineering, Information Technology, or a related field preferred; or equivalent relevant experience.
12+ years’ experience as a Deployment, support Engineer, with a background in Technology Services industries.
Certifications: CCIE, JNCIE, Palo Alto, Fortinet, or equivalent.
Automation/orchestration experience with tools such as Ansible, Python, Saltstack, Terraform, and others.
Strong proficiency in Layer 2 & 3 networking, including knowledge of industry-standard technologies and infrastructures such as cabling, LAN, WAN, SDWAN, telecommunication access methods, DNS-based Global Server Load Balancing (GSLB), and legacy networking systems.
Experience with Cloud and Virtualization technologies is preferred.
Experience with AAA applications such as ISE or Clearpass.
Strong business process and workflow design experience, with an end-to-end process mindset.
Proven ability to understand client requirements and preferences, developing creative and innovative solutions.
Excellent problem-solving skills, with a track record of success in root cause analysis.
Continuous learning and application of knowledge on technology market and industry trends, with proven success in implementing best practices and methodologies.
Supervisory Responsibility
This position does not have any direct reports.
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