AccountabilIT LLC
Join to apply for the Client Support Engineer role at AccountabilIT . Position Summary: The Client Support Engineer is the immediate escalation path from NOC (Network Operations Center) Analyst. They provide guidance to NOC engineers and manage escalation of support requests within their shift schedule. Coordination and handoff to other shift schedule Client Support Engineers are also crucial to ensure timely resolution of all service requests. The Client Support Engineer utilizes support from technical experts within the organization and third parties, as required, to resolve issues. They handle incidents and follow them through to completion or escalation. Upon resolution, they finalize the task according to company policies for incident management. They also record encountered problems and techniques used for future reference. Essential Functions: Configure and install various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, QoS). Manage and resolve escalated issues for complex technical incidents, including analysis, root cause determination, and client follow-up. Work within established configuration and change management policies to ensure successful network infrastructure changes. Deliver superior customer experience by responding to Service Requests according to SLAs in a timely, accurate, and professional manner. Provide training and support to NOC Analysts and mentor other Support Engineers. Address routine and non-routine customer problems. Communicate with end-users regarding incident updates via phone and email. Follow documented processes and log all work in the incident tracking system. Set end-user expectations about service types and timelines. Meet individual and departmental metrics for incidents and support requests. Assist and consult with tiered support escalation members to meet SLAs. Required Qualifications: High school diploma or GED. 5+ years of experience in network administration. 5+ years of experience in networking, routing, and switching. Other Qualifications: Ability to work flexible hours and on-call once a month. Visit customer sites and data centers for maintenance and troubleshooting. Advanced IP routing, switching, VPN design, and network security skills. Support experience with Office 365, Azure, and Intune. Proficiency in Windows Server Technologies, Active Directory, Hyper-V/VMWare, and thin client technologies. Experience with data protection and network management software. Strong documentation and troubleshooting skills. Excellent communication skills (verbal and written). Ability to multitask and adapt in a fast-paced environment. CCNA certification preferred. Additional Details: Seniority level: Mid-Senior level. Employment type: Full-time. Job function: Information Technology. Industry: Computer Networking Products. Referrals increase your chances of interviewing at AccountabilIT by 2x. Get notified about new Customer Support Engineer jobs in Scottsdale, AZ . #J-18808-Ljbffr