Please direct your responses to: http://channel-impact.force.com/careers/apex/ts2__JobDetails?jobId=a0K1600000dr2QsEAI
Role: Primary Engineer
Location: San Francisco
Channel Impact is seeking a Primary Engineer (PE) for their client who is responsible for providing excellent customer service, providing ITsupport, both on-site and remotely to MicroMenders Tier5 clients. The PE is the System Administrator for their assigned accounts. The PE will respond to certain service incidents including troubleshooting server, desktop and network issues. Service assignments will be approved field escalations from the Tier5 Service Desk, or incidents otherwise identified as needing a field response. Most assignments will be specific to the PE's assigned accounts, but may also be for accounts assigned to other PE's, when necessary. The PE is part of the Tier5 Client Support Team, and works collaboratively with other delivery
teams, and team member also assigned with then PE's those accounts.
Responsibilities:
Directly responsible for providing level 2 system and network administration support for multiple customers as well as fielding escalations from Tier5 Service Desk Engineers.
Understand Tier5 Team roles and interdependencies, including Junior/Senior-level Engineers, *Virtual CIOs*, Account Managers and Administrative staff to provide enterprise class IT solutions and customer service. Assure proper review and escalation of client requests by the proper Tier5 team member.
Participate in assigned on-boarding activities for new clients, including documentation development, support data collection and IT remediation tasks.
Collaborate with our Consulting team during design and implementation phases of projects and/or during new customer on-boarding.
Implement approved IT solutions in accordance with MicroMenders established methodologies and processes. Learn and promote our client established products, solutions and vendor partners. Assure promoted products, solutions and vendors are within our clients approved standards.
Periodically review assigned client environments, technology use, equipment performance incident response. Conduct periodic check of managed services provided (log review, etc.)
Periodically review Tier5 assigned clients with other client team members, reviewing current and future service initiatives.
Required Skills:
2-5 years of experience supporting the Windows 7 and Windows 8.1 client operating systems.
2-5 years of experience administering the following infrastructure technology solutions:
Microsoft Active Directory 2012/2008, Exchange Messaging, SQL Server, and SharePoint.
Support experience with one or more virtualization platforms, including VMware ESXi 5.x.
Experience administering and supporting cloud-based solutions, including Email
(Intermedia and Office365,) Content Filtration and Message Archival (MXLogic, Mimecast,
Global Relay,) Antivirus, and Backups (Livevault, Axcient) is beneficial in the role.
Mobile Device Support, including those running iOS, Droid, and Windows Mobile.
Mac OS Support is beneficial.
Solid network support experience including Cisco Perimeter appliances and switching, Voice over IP solutions including Ring Central, Cisco Call Manager.
Antivirus client support, including Symantec Endpoint Protection and AVG.
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