- Senior
- Oficina en Cary
The Sr. Professional Service Engineer is responsible for managing complex technical aspects of network deployment and operations for large enterprise multi-vendor networks, while collaborating with project teams to improve service delivery and mentoring TAC engineers to enhance their technical skills. Skilled in delivering on-site and remote professional services, including design, installation, troubleshooting, and analysis. Ability to provide senior level technical support remotely, case management, and experience as a technical escalation point of contact.
Essential Duties and Responsibilities:
- Project Implementation and Planning
- Complete project task items per defined Statement of Work
- Document work items for SOW submission to clients
- Work with the Sales, TAC, and Allied Telesis Development organizations on supporting customer network, Product and Monitoring requirements
- Provide on-site project leadership and direction
- Develop, optimize, and document project technical configurations and templates
- Develop, optimize, and document project deployment plans and processes
- Perform product testing of new product prior to US Launch
- Participate in Controlled Introduction of new product and software rollout
- Participate in 24 x 7 x 365 support coverage schedule
- Up to 25% travel required
- Share knowledge and contribute to projects across all PS ongoing projects
- Assist L2/L3 with issue isolation and troubleshooting
- Conduct customer training seminars
- Communicate with internal organizations and customers on project status and requirements
Education / Training:
- Bachelor’s degree in a technical or related field.
- Ability to manage technical resources to meet business and revenue objectives
- Demonstrable educational continuum of technology and industry certification
- Excellent interpersonal and organizational skills, diplomacy, and positive attitude
- CCNP preferred
Experience, Skills & Abilities:
- Very strong understanding and recognition of network level protocols such as TCP and UDP
- Extensive experience with Network Monitoring Tools and their use.
- Experience with multiple vendor network equipment, configuration, and fault isolation
- Ability to communicate technical and non-technical information verbally and in writing to customers, peers, subordinates, and management
- 7 or more years experience in a technical role with 5 or more years with customer facing experience
- Multi-disciplinary technical knowledge
- Strong communication skills
- Has intermediate to expert knowledge level in all of the following:
- Ethernet networks at Layers 1- 4 of the OSI Model
- Internet, Voice and Video Services
- Network Management
- Server and OS
- Network Security
- Switching and Routing Protocols
- Network Design and Architecture
