What are the responsibilities and job description for the Staff Augmentation Engineer position at Milner Inc?
Job Title : Staff Augmentation Engineer
Branch : Varies
Department : Milner Technologies, Inc.
Reports to (Title) : Team Lead
Date : 12 / 05 / 2024
BASIC FUNCTION
The Staff Augment Engineer (SAE) is responsible for the day-to-day technical management of a single Milner Technologies, Inc. client. They are tasked with working at the client site to remediate or resolve any issues regarding the client's infrastructure, networks, systems and / or telephony products. This may include network infrastructure hardware (i.e. Servers, Workstations, Racks, Routers, Firewalls, and Backup Solutions) and software networked configurations. SAEs assist with identifying sales lead opportunities and / or feedback based on customer usage, change in business needs and other areas of Tech Services focus. SAEs work as an extension of a regional helpdesk team with escalation routes through their team, team lead and service manager.
WORK PERFORMED
Maintains a high level of customer satisfaction and responsiveness to all business needs.
Responsible for responding to Network Operations Center (NOC) and helpdesk escalations.
Complete network assessment and documentation with all associated forms.
Provides end-user training on implemented solutions and advising customers on preventative maintenance procedures and configurations.
Providing consultative assistance for complex network issues.
Ability to use experience and independent judgment to handle unique and complex situations.
May be required to assist with projects outside of their immediate areas of responsibility.
Communicate status updates, concerns or observations, and any client communications daily.
Utilize sophisticated tools, service aids, product schematics, and any other available product information in the assessment and resolution of network equipment.
Maintain their technical certifications, as well as obtain the expertise and knowledge on product & solution training specific to the needs of their function.
May assist in the development of associate level employees on IT Services offerings and solution identification to improve proficiency and effectiveness in diagnostic techniques and solutions.
Provide comprehensive technical support on advanced technologies and can assist in the development and delivery of technology and skills development.
Perform other duties or on-call as required.
EDUCATION REQUIREMENTS
- 4-year college degree in a technical (MIS, IT) program or equivalent experience
- Relevant Industry Certification preferred.
EXPERIENCE REQUIREMENTS
Infrastructure architectural level knowledge of Networking, Server, Cloud and / or Storage technologies. A minimum of 4 years' experience in designing, installing, configuring, administering, and troubleshooting network systems or telephony is preferred.
Experience required in the following areas :
Additional skills required :
WORK ENVIRONMENT
SPECIAL REQUIREMENTS
BUDGET RESPONSIBILITY
