Job description
SUMMARY OF POSITION:
At ANM a Consulting Engineer in Managed Services is responsible to work with ANM clients in support and troubleshooting of information technology solutions. This position requires a blend of technical competence, client service skills and team collaboration to successfully support all aspects of the client’s technology systems.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
- Provides professional and empathetic first contact response to clients.
- Acts as a technical resource for assigned issues and work closely with the ANM technical teams to resolve problems.
- Acts as mentor and escalation point for more junior engineers.
- Works closely with the Management, Account Managers and Client Service Managers to ensure ANM is delivering World Class Support to our clients.
- Clearly and consistently communicates with client IT departments and ANM technical teams about the status and progress on issues.
- Generates & implements clear and consistent documentation of client environments.
- Performs analysis and diagnosis of system problems.
- Provides first and second level technical support for numerous technologies to ANM clients.
- Interacts directly with clients via phone and ticketing systems.
- Applies analytical skills and technical knowledge to solve technology problems of medium to high complexity.
- Uses knowledge of technology, products and services to troubleshoot and maintain networking solutions of all sizes
- Interacts and works directly with multiple advanced engineering groups and vendors to escalate technical issues and drive incidents to resolution often collaborating between more than one group at a time.
- Interacts with telecommunication, hardware and software vendors and operates on the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders.
- Participates in special projects as assigned.
- Invests time in continued education to learn new technologies.
REQURED ECUCATION, TECHNICAL SKILLS AND/OR EXPERIENCE:
3+ years of experience administering, troubleshooting, and maintaining virtualization technologies such as Vmware vSphere or Hyper-V- 3+ years of experience administering, troubleshooting, and maintaining one or more of Cisco UCS B and C series, Dell EMC, or HPE servers
- 2+ years of experience administering, troubleshooting, and maintaining enterprise network storage such as HPE Nimble, Netapp, Dell EMC and equivalent
- 2+ years of experience administering, troubleshooting, and maintaining enterprise backup and data protection solutions
- 1 + year of experience troubleshooting and configuring datacenter network and storage protocols such as TCP/IP, iSCSI, FC, FCoE or NFS
PREFERED ECUCATION, TECHNICAL SKILLS AND/OR EXPERIENCE:
Experience with SDDC or hyper-converged technologies such as vSAN, Hyperflex, Nutanix, NSX or Cisco ACI- Experience with cloud computing and storage platforms
TRANSPORTATION:
Must have reliable transportation to work.
LOCATION:
This job is performed in our Albuquerque office, remote, or hybrid.
WORK ENVIRONMENT:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones and filing cabinets.
The employee is occasionally exposed to a variety of extreme conditions at job sites. The noise level in the work environment and job sites can be loud.
OTHER DUTIES:
Please note this job description is not designated to cover or contain comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.
ACKNOWLEDGEMENT:
Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties of the position.
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