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Description

The MSP Solutions Engineer is a hybrid role that combines hands-on network engineering with customer account ownership for Salt River Connect's managed services (MSP), covering network design and support, onboarding, scoping, troubleshooting.

This role maintains and troubleshoots WAN, MAN, LAN, firewall, routing, switching, wireless, and cloud infrastructure for MSP customer and internal environments, while also acting as the primary point of contact and account manager for assigned MSP customers. The role partners with the broader network engineering team on scoping, statements of work (SOWs), solution design, and pre-sales, including contact center/UCaaS opportunities.

The position requires strong technical ownership and hands-on networking ability, combined with strong customer relationship skills, clear documentation, and the ability to translate customer needs into scoped, deliverable solutions.

Requirements

Key Outcomes of the Role:

Success in this role looks like:

• Success in this role looks like:
• Reliable and secure network infrastructure that supports MSP customer environments and internal operations 
• Accurate scoping and discovery that produces clear, deliverable statements of work (SOWs) 
• Well-maintained WAN, MAN, LAN, firewall, routing, switching, and cloud platforms across customer accounts 
• Smooth, well-documented onboarding for new MSP customers, from kickoff through go-live 
• Timely triage and resolution or escalation of customer support issues 
• Account, SOW, and solution documentation that is accurate, current, and easy to hand off 
• Effective coordination between customers, network engineering, and sales/solutions teams 

Salt River Connect / MSP Team Role:

Members of the Salt River Connect MSP Team:

• Embody and reinforce the company's ASCEND principles: Accountable, Solutions-Oriented, Curious, Empowered, Nimble, and Data-Driven 
• Support secure, reliable, and well-documented customer accounts and technology platforms 
• Follow established standards for architecture, configuration, onboarding, scoping, documentation, ticketing, and escalation 
• Proactively identify account risks, technical debt, and growth opportunities within customer environments 
• Partner with Network Engineering, Operations, Support, Field Services, Sales/Solutions, vendors, and MSP customer stakeholders 
• Balance speed and stability by using tools, automation, and standard processes where they reduce risk and improve supportability 
• Maintain a mindset of continuous improvement, technical curiosity, and professional ownership of customer relationships

Essential Duties and Responsibilities:

Network Engineering & MSP Customer Onboarding

• Install, configure, and support network hardware (WAN, MAN, LAN, routing, switching, firewalls, wireless) for MSP customer and internal environments
• Own end-to-end onboarding for new MSP customers, coordinating provisioning, network design, and handoff across internal teams
• Assist with physical and logical network design for new customer solutions and infrastructure upgrades
• Serve as the primary point of contact and account manager for assigned MSP customers
• Administer Azure, Microsoft 365, and other infrastructure or platform tools as assigned for customer environments
• Build and maintain trusted, long-term relationships with customer stakeholders

Scoping, Discovery & Solution Architecture

• Lead scoping and discovery sessions with customers for new statements of work (SOWs)
• Translate customer requirements into clear, deliverable technical solution designs
• Partner with the Solutions Engineer/Sales Engineer on pre-sales scoping, including contact center and UCaaS opportunities
• Prepare documentation, diagrams, and estimates to support SOWs and customer proposals
• Coordinate with vendors and carriers on solution design and pricing as needed

Troubleshooting, Monitoring & Support

• Troubleshoot and investigate complex network, system, cloud, and platform issues for customer and internal environments
• Triage support tickets and monitor network/platform health, performance, alerts, and capacity for supported environments
• Support incident response, outage investigation, root cause analysis, and follow-up remediation
• Coordinate with Network Engineering and the NOC on complex issues, escalating with clear troubleshooting history and recommended next steps
• Work with vendors, carriers, and platform providers to resolve service-impacting issues

Security, Documentation & Ticketing Standards

• Support firewall, access control, VPN, and secure configuration practices for customer and internal environments
• Follow cybersecurity policies, change management practices, and documentation standards
• Maintain accurate documentation of SOWs, account notes, network configurations, and customer environments
• Assist Field Services, Support, Customer Service, and senior technical staff with customer impacting issues
• Ensure tickets are routed to the correct team and worked appropriately, stepping in to redirect or escalate as needed.

AI, Automation & Responsible Tooling

• Use approved AI, automation, and scripting tools to support network troubleshooting, scoping, documentation, and operational improvement
• Protect confidential, customer, security, and network-sensitive information when using AI or automation tools
• Validate AI-assisted recommendations, commands, scripts, and technical guidance before applying to production systems or presenting to customers
• Use automation where appropriate to improve consistency, monitoring, documentation, and repeatable network and account processes

The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements:

• Bachelor's degree in Computer Science, Engineering, Information Technology, Business, or equivalent experience
• Five years of experience supporting networks, routers, switches, firewalls, servers, or related infrastructure, ideally including customer facing or MSP account experience 
• Experience installing, configuring, deploying, and maintaining WAN, MAN, LAN, firewall, and network hardware 
• Experience with Cisco IOS, Arista EOS, or similar enterprise networking platforms 
• Experience with Microsoft Server, Microsoft 365, Azure, VMware, and cloud or virtualization platforms preferred 
• Knowledge of DNS, DHCP, VPN, load balancing, routing protocols, switching, wireless, and firewall administration 
• Knowledge of telecommunications infrastructure, network security practices, the OSI model, and UCaaS/contact center solutions 
• Experience scoping, documenting, and delivering statements of work (SOWs), and managing customer accounts and vendor relationships 
• Certifications such as CCNA, CCNP, Azure, Network+, Security+, ITIL, or equivalent are preferred

Knowledge/Skills/Abilities:

• Strong understanding of enterprise networking, infrastructure, cloud, virtualization, and cybersecurity concepts 
• Ability to scope, discover, and translate customer needs into deliverable technical solutions 
• Strong customer relationship and account management skills, with the ability to build trust with technical and business stakeholders 
• Ability to troubleshoot and triage complex network, system, and platform issues 
• Ability to communicate technical information clearly to technical and non-technical audiences 
• Strong organization and time management skills with the ability to manage multiple customer accounts and priorities 
• Ability to work independently while collaborating with network engineers, sales, and support teams 
• Strong documentation discipline, including diagrams, runbooks, SOWs, and configuration/account notes 
• Proactive approach to monitoring, account health, risk reduction, and continuous improvement 
• Proficient with Microsoft Office, Microsoft 365, monitoring platforms, ticketing platforms (e.g., Halo, Synchro), and related technical systems

Equal Employment Opportunity and Preference Policy

The Company is an Equal Opportunity/Affirmative Action Employer. In accordance with the Salt River Pima-Maricopa Indian Community preference policy and applicable law, preference in employment, promotion, transfer, training, and rehire will be given in the following order: (1) Enrolled SRPMIC Community Member Veteran, (2) Enrolled SRPMIC Community Member, (3) Legal Spouse of an Enrolled SRPMIC Community Member, (4) Enrolled Member of another federally recognized Indian Tribe, and (5) other qualified applicants. All employment decisions are based on qualifications, ability, and job performance.