Senior Network Support Engineer (ATL)

Atlanta, Georgia, United States | InTWO Cloud - Seattle | Full-time | Partially remote

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Senior Network Support Engineer

InTWO Cloud - Seattle has an immediate full time opening for a Senior Network Support Engineer. Our Network Engineers are responsible for onboarding and supporting small and medium scale enterprise business networks, both remotely, and on-site. The Senior Network Support Engineer will also work cross functionally with other InTWO Cloud teams to deliver comprehensive IT and cybersecurity solutions. This position requires excellent communication and strong technical skills.

The Network Engineer will be responsible for onboarding new customers through our proprietary onboarding process, creating network documentation, performing system benchmarking, along with providing reactive and proactive technical support. The position also requires a vast technical background and understanding of sound business principles and IT best practices. The position requires a strong business intuition, excellent verbal and written skills, and the ability to professionally present ideas at all levels of the corporate structure.


Specific Responsibilities:

  • Respond and provide technical support for incoming customer service requests
  • Resolving technical issues involving Microsoft’s M365 business applications and operating systems
  • Technical support at the network level: WAN and LAN connectivity, switches, routers, firewalls, and security solutions
  • Consult with clients on technology best practices and solutions to business technology problems
  • Meet with clients to discuss business technology needs and available options and solutions
  • Technical documentation of existing system configurations
  • Help customers keep technology in alignment with business objectives and cybersecurity frameworks.
  • Support remote access technology, including: VPN, Remote Desktop Services, and Citrix
  • Monitor and respond to alerts from network and server monitoring systems.
  • Maintain service documentation, log time and notes in PSA.
  • Communication with customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work on a team, communicate effectively, and share knowledge
  • Work with the Service Desk Coordinator to prioritize service requests
  • Remain up-to-date with current and emerging business technology, cybersecurity.
  • Escalate service requests that require engineer level support when necessary
  • Responsible for entering time and expenses in PSA as it occurs
  • Complete assigned training materials to meet the requirements of the position
  • Attend weekly service meetings with the service team
  • Provide on call support when required (on rotation)  

Critical Competencies: 

  • Minimum of 3 Years of Hands-On Experience Supporting Network and Desktop Technology is required.
  • Ability to improve customer service, perception, and satisfaction.
  • Leadership: Ability to participate in problem resolution, Quick to learn and take charge, A self-starter committed to finding creative solutions to difficult problems, Ability to work in team environment.
  • Excellent written and verbal communication skills. Will handle sensitive and proprietary information with complete confidentiality
  • Business awareness of how IT relates to business strategy and goals
  • Self-motivated with the ability to work in a fast-moving environment

 

Required Technical and Interpersonal Skills:

Advanced understanding of operating systems, Microsoft M365 applications, printing systems, network systems and cloud environments like Azure and AWS.

  • Active Directory design, configuration and maintenance
  • Azure Active Directory, Microsoft Endpoint Manager
  • Strong understanding of Cybersecurity practices and frameworks (NIST, CIS).
  • Exchange Server, 2010 thru 2019 design, configuration and maintenance
  • Hosted Services including Office 365, DropBox, box.net and other cloud services
  • Hypervisors: VMware ESXi, vCenter, vSphere, Microsoft Hyper V Server
  • Windows Remote Desktop Server, Windows Virtual Desktop
  • Enterprise Backup and Disaster Recovery solutions.
  • Corporate Endpoint Protection Solutions, including Webroot, Sentinal One, Crowdstrike, Carbon Black or others
  • Practical and applied experience with network technologies including routers, switches and business class firewalls.
  • DNS and hosted services management. 
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis and troubleshooting skills
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Maintain awareness of all organization’s key IT services and support methodologies
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • Security+ Certification strongly encouraged.

 

About InTWO

Imagine a world…

in which the next generation of working and living is the standard. Where we can securely work anywhere and have access to all our data and applications, safe and performant, anytime.

We are a world leading service provider in cloud technology. InTWO stands for movement into a new era: where TWO worlds – the digital and business – come together through the cloud, helping businesses transform during the 4<sup>th</sup> industrial revolution with integrated cloud, collaboration and application solutions.

InTWO is a 100% subsidiary of RIB Schneider group, and has 20 years of cloud technology experience. We help over 1,000 customers in 40 countries worldwide with new ways of working for competitive advantage. Our technology expert colleagues from our offices across USA, Europe, Middle East, India, and Asia Pacific are there to help our customers get the best from the cloud.

 

Our Mission

Our mission is to help businesses achieve more with cloud technology and we are committed to move businesses to the next level by enabling and delivering the most innovative and agile cloud infrastructure and business application solutions possible. This allows our clients to have continuous control, realize stunning results, work in new ways, and generate compelling new futures.

 

Microsoft Accreditations

InTWO is a member of several Microsoft programs, is enrolled in the Global Azure Expert Managed Services Provider program, Dynamics Inner Circle Group, holds multiple Microsoft Gold & Silver cloud certificates, and is a member of the Azure Elite Group, a group of most successful Microsoft cloud partners in the world. InTWO’s differentiated skillset and global reach has earned us a strategic relationship with Microsoft as a global multi-tier (direct and indirect) Cloud Solution Provider (CSP).

  • Gold for Application Development
  • Gold for Cloud Business Applications
  • Gold for Cloud Platform
  • Gold for Cloud Productivity
  • Gold for Datacenter
  • Gold for Enterprise Resource Planning
  • Gold for Data Analytics
  • Gold for Security
  • Gold for Small and Midmarket Cloud Solutions
  • Gold for Enterprise Mobility Management
  • Gold for Midmarket and Cloud Solutions
  • Silver for Collaboration & Content
  • Silver for Application Integration
  • Silver for Enterprise Mobility Management
  • Silver for Messaging
  • Silver for Datacenter
  • Azure Windows Server Specialization
  • SQL Server Advanced Migration Specialization

 

Part of RIB-Schneider

RIB-Schneider Group is a pioneer in the digitization of the construction industry. The company creates, develops and offers cutting-edge digital technologies for construction enterprises and projects across various industries worldwide. Being a part of the RIB group, makes our InTWO proposition even stronger. “We are running together to create the next­­­ generation of living.”

 

Technology Leadership

InTWO capitalizes on a strong horizontal expertise of deploying Microsoft and other application workloads in the cloud. We have developed state-of-the-art automation and implemented IP and tools to facilitate faster implementation, integration and easier service management worldwide. Our technology expertise entails leveraging modern IaaS, PaaS and SaaS options to create the best possible and future-proof cloud s­­­­olutions. InTWO offers its solutions from Azure cloud platforms across the globe.

 

Global 24/7 Follow-the-Sun Customer Service

InTWO has a robust international organization of sales, engineering and customer service to support our customers.

InTWO’s knowledge and experience of Azure as well as private and hybrid cloud environments enables rapid architecture and deployment of customized applications, supported with a ‘follow-the-sun’ 24/7 global support organization. InTWO provides its customers with uptime guarantees for infrastructure and application levels as part of its industry leading SLA.

 

Official Launch Video