Role: Senior Network Engineer/Virtual CIO
Location: Santa Rosa, CA
We offer great benefits, diversity of work assignments, in a team-oriented work environment.
We partner with small to mid-sized business who recognize the value of leveraging technology to succeed. We do this by blessing our customers with excellence, instilling a culture that empowers our team to enjoy success in their own lives.
The Senior Network Engineer/vCIO is the perfect technical position for someone who enjoys working directly with customers to design and implement technical solutions on a project basis, has a passion for solving complex technical problems and mentoring others to do the same, stays abreast of technology trends and advancements, and thrives in a fast-paced and dynamic environment. If working for a small local office focused on serving small to mid-sized businesses to perform better, grow faster, and achieve more by leveraging technology sounds appealing to you, we’d love to hear from you!
In the capacity of CIO, you will provide hands-on pre-sales support and own the post-sales relationship and technology roadmap for key Managed IT Services clients. The result of this is accountability for creating and maintaining long-term relationships with our most strategic clients. This is accomplished through gaining an intimate knowledge of the client’s business, helping them infuse their strategy with technology, and serving as their advocate within TeamLogic IT to ensure seamless delivery of services in the areas of Reactive Support, Centralized Services, Proactive Support, and Network Administration.
EXPERTISE AND SKILLS REQUIRED:
Passion for delivering remarkable customer experience and success.
Excellent understanding of troubleshooting the client and server operating systems outlined in the Main Job Tasks & Responsibilities section below.
Ability to communicate complex IT concepts and solutions to non-technical clients.
Strong interpersonal, communication, and collaboration skills.
Diagnosis skills for technical issues.
Ability to multi-task and adapt to changes quickly.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Strong decision making and outstanding project management skills.
Be self-motivated, reliable and punctual.
Strategic and detail-oriented
MAIN JOB TASKS & RESPONSIBILITIES:
Conduct network discoveries and customer onboarding for new managed service customers.
Identify, propose, design, and deliver proactive and appropriate infrastructure upgrades/projects for existing managed service customers to enable a more productive, secure and stable environment in line with best in class IT practices.
Lead options discussions with customers that take their needs and business into consideration but does not jeopardize the IT goals of a more secure, stable, and productive environment.
Provide exceptional customer experience and technical expertise on inbound calls, and escalated tickets generated by our customers.
Log time entries and notes for support and maintenance performed using our PSA.
Provide customers with timely written and oral updates regarding their projects and/or cases.
Update and maintain customer information in our documentation system as changes in their environment occur.
Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users.
Participate in our on-call rotation with the Level 2 and 3 Help Desk and Engineering staff.
Troubleshoot issues relating to:
Windows Server 2008/2012/2016 and SBS variants
VDI, VM/Ware, and Hypervisor
Windows domains and workgroups
Windows networking (mapped network drives, shared folders, printers, etc.)
User profile creation and modification
Group Policy Objects
Firewall Configuration (VPN, port forwarding, etc.)
Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
Hardware diagnostics (servers/workstations/laptops)
Microsoft Office Suite (2007-2016)
Android/iPhone/Blackberry/Windows Phone OS’
Cloud phone providers such as DSCI, Jive, and SKYPE.
Third-party applications with the assistance of the vendors support staff.
Qualifications and Experience:
Minimum of five years’ experience within relevant IT fields.
Associate or Bachelor degree in computer science, information sciences, or related field preferred.
Minimum of three years’ experience in a Managed Service Provider environment.
Familiarity with the following brands: APC, Apple, Cisco, Cisco Meraki, Datto, Dell, HP, Intronis, Lenovo, Microsoft, Netgear ProSafe, QNap, SonicWALL, Sophos, Synology, Ubiquiti, iOS, Android.
Experience using Autotask, Kaseya, IT Glue, Printer Logic, Addigy, AWS, a plus.
Certifications Preferred: • CompTIA A+ • CompTIA Net+ • CompTIA Security+ • MCDST • MCSA
Clean Driver’s License required