Position Summary:
As a member of the NOC team, the NOC / Field Service Engineer will provide system and network operations support in a 24x7 Network Operations Center (NOC). This is a hybrid role with a field service component. This role requires direct interaction with customers including onsite visits and end-user assistance where required. The NOC supports customer networks and infrastructure and is essential in the delivery of the Company’s managed services. The NOC / Field Service Engineer works collaboratively with the NOC team and with many members of the larger KLH team. The NOC / Field Service Engineer may be required to work the occasional extended shift as needed to support NOC and field service operations.
Duties:
Provides good communication, timely and courteous responses to client requests for assistance with their network, desktop, laptop, and mobile devices.Resolved technical problems related to Microsoft Windows environment (Win10, 11, Server & Azure). Performs advanced troubleshooting on mail platforms, browsers settings, Office 365, Active Directory to AzureAD and common third-party applications.Troubleshoot and resolve a wide range of hardware and software support calls both remotely and onsite.Repair, maintain, upgrade and document desktop, laptop and server hardware, software and peripheral equipment.Assist KLH Staff including Account Managers and Senior Network Engineers (remotely & onsite). Provide direct onsite support to clients & field technicians when needed or requested by supervisor.Perform daily monitoring and management of KLH managed environments. Spends 2 days a week monitoring network performance and analyzing security portals using various tools and dashboards.Run monthly reports required to support NOC service programs.Perform adds/changes/deletes to monitored customer equipment.Troubleshoot, remediate, and resolve issues with the customer networks.Follow established processes for assessing and prioritizing workflow, including remediation and escalation paths to ensure that issues are dealt with promptly.Clearly and concisely communicate with internal and external customers regarding requests, issues, expectations, resolution activities and progress.Use the ticketing system to clearly and concisely document requests, issues, and resolutions.Performs a combination of project work, service tickets, and program management. Common program areas are security education, end point security architecture, and general remote monitoring & maintenance.Contributor to KLH’s 2FA, EDR, Anti-Spam, mail flow, phish, URL content filtering, disk encryption and other security programs.Perform security assessments of systems and networks within an environment. Identifies where those systems/networks deviate from acceptable configurations or policy.Monitoring networks and systems for security breaches or intrusions.Writes reports on the following: efficacy of current security policies, incident responses, disaster recovery plans, and other security-related information.Part of a team responsible for detecting and managing cyber-attacks. Stays organized to minimize damage, recovery time and total cost.Perform a variety of engineering work, including documenting system configurations, performing system installations, troubleshooting network problems, securing network systems, and configuring routing/switching equipment and hosted IP services.Proficient in writing scripts. Develop automation scripts to deploy software to clients for a variety of projects.Document standard operating procedures related to daily duties and NOC programs.Perform all duties in accord with the Company’s policies, procedures and customer contracts.Occasional on-call responsibilitiesValid driver license, reliable automobile, current automobile insurance policyQualifications:
Knowledge of Backup encryptionKnowledge of Veeam and other backup software across cloud, virtual and physical environmentsKnowledge of network routing and storage systemsExperienced with current network environments and operations; physical, virtual and cloudExperienced with current Windows server and desktop OS, VMWare, and cloudExperienced with network/systems, maps, diagrams, flowcharts, charts, and other documentsFamiliar with network security technologiesFamiliar with using shell scripts to automate routine tasksExperienced in the use of MSP tools or other network management and monitoring tools.Experienced in the use of industry standard professional services applicationsCompTIA A+ education or trainingAS in Computer ScienceAttributes:
Superior problem-solving and troubleshooting skillsHigh level of customer focus and customer satisfactionExcellent communication skills – ability to communicate expectations, status, and key issues effectively to clients and management. Ability to communicate technical topics to non-technical people.Energetic self-starter with the ability and ambition to learn and grow in position.Ability to work independently and meet deliverables with minimal directionStrong organizational skills with ability to multitaskExcellent time management and prioritization skillsExcellent collaboration and teamwork skillsWork collaboratively with others to deliver the Company’s services.Fluent spoken and written EnglishOther relevant experience:
This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and be subject to amendment.
Company DescriptionJoin KLH Consulting, Inc., a dynamic and rapidly growing IT Company, voted as one of the best places to work in Sonoma County for the past 6 years in a row! Located in Santa Rosa and with over 46 years of operational excellence, we cater to an expansive portfolio of clients both domestically and internationally. The significant growth KLH has experienced over the past decade is a testament to our dedication to superior customer service. Our client base extends across various industry segments such as Wine, Healthcare, Manufacturing, Distribution, Professional Services, Construction, and more. We're currently seeking diligent, intelligent individuals eager for new opportunities and passionate about being part of a culture that fosters excellence.Company DescriptionJoin KLH Consulting, Inc., a dynamic and rapidly growing IT Company, voted as one of the best places to work in Sonoma County for the past 6 years in a row! Located in Santa Rosa and with over 46 years of operational excellence, we cater to an expansive portfolio of clients both domestically and internationally. The significant growth KLH has experienced over the past decade is a testament to our dedication to superior customer service. Our client base extends across various industry segments such as Wine, Healthcare, Manufacturing, Distribution, Professional Services, Construction, and more. We're currently seeking diligent, intelligent individuals eager for new opportunities and passionate about being part of a culture that fosters excellence. Read Less
***This position supports customers in Sonoma and Napa counties***
Position Summary:
The Senior Systems Engineer provides customer-facing consulting services, technical expertise, engineering services, and operational support to clients as part of an account team.
This role is the technical specialist responsible for the life-cycle design, administration, and technical support for their accounts network/security infrastructure.
The Senior Systems Engineer will provide recommendations based on industry expertise in requirements analysis, functional design, and deployment of complex technology solutions across a variety of networks. This role designs and administers highly available network/wireless performance, reliability, and security under the general guidance of the Director of Engineering.
The IT Infrastructure of external customer environments could include, but is not limited to, network connectivity and utilization, Windows server administration, virtualization, performance tuning, backup and restore. The Senior Systems Engineer will be responsible for the development and maintenance of documentation pertaining to their client’s network and infrastructure.
This position requires individuals to work independently as well as part of a team, in a demanding, fast-paced technical environment.
Duties:
Employ system analysis expertise to create needs assessments, system specifications, determine business needs and goals and generate hardware and software requirements.Leverage industry experience in analysis, design, configuration, and implementation of IT infrastructures including but not limited to; routers, switches, firewalls, virtual environments, wireless networks, backup devices, security awareness, etc.Develops, implements, and manages network engineering processes including configuration management and design standards to ensure compliance, relevancy, and sustainabilityPerforms capacity planning of the network by monitoring and analyzing network, performance and availabilityContinuing knowledge acquisition to advise clients on recommend changes and additions to the network based on need and to incorporate new technologies and standards.Identify and respond to customer questions, issues and service opportunities.Build and maintain long-term relationships with clients to ensure that they continue to effectively use IT as a tool to achieve their business goals.Provides Tier III support by troubleshooting escalated network issuesProvides Account Managers support with client recommendations on network engineering approaches and strategies for new and continued businessPerform on-call duties and off-hours support as neededMaintain accurate, timely incident report details and client documentation in established ticketing system in accordance with company requirements, policies and procedures.Independently prioritize work and schedules to accomplish client objectives and assure high levels of services and quality of work is maintained.Qualifications:
7+ years of experience with computer networking/consulting industryMicrosoft Windows 2016 MCSE, MCITP or equivalent5+ years of experience with Cisco switches, routers, and firewallsCCNA required, CCNP preferredVMware Sales Professional (VSP) preferredSystem administration experience with Windows Server 2003 through 2016Strong technical support, troubleshooting and project management skillsExperience in configuration, implementation and support of various firewall and backup technology, services and appliancesExperience in Cloud Computing solutionsExperience in the deployment and support of Microsoft Terminal Services and Citrix XenAppKnowledgeable of current client/server technology. (LAN/WAN, Internet, Messaging, etc.)Knowledge of current hardware technologies. (Server, Router, Storage, etc.)Knowledge of current virtualization technologies (VMware, XenServer, Microsoft Hyper-V)Knowledge of NAS & SAN solutionsExperience in network security technologies
Attributes:
Excellent communication skills – ability to communicate project status and key issues effectively to clients and management, verbally and in writingExcellent teamwork and time management skillsDetermine work priorities for yourself in accordance with project plans, timelines, fluid work demands, and implementation policies and practices.High level of customer focus and satisfactionEnergetic self-starter with the ability to learn/grow in positionAbility to think logically with solid problem-solving skillsAbility to perform work in accord with established company policies, procedures & prioritiesFluent spoken and written English
Other relevant experience:
SQL Database Admin, Network diagnostic and monitoring software, Disaster Recovery planning and implementation.
This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and be subject to amendment in consultation with the position holder.
Summary:
The Managed Services Technician is responsible for providing exceptional technical support to our managed services clients both remotely and onsite. This position serves as one of the primary points of contact for end users and plays a critical role in delivering a positive customer experience.
The ideal candidate possesses excellent troubleshooting skills, strong communication abilities, and a customer-first mindset. This role supports desktop and laptop hardware, operating systems, Microsoft 365, business applications, printers, mobile devices, and other endpoint technologies while working closely with the engineering team to resolve more complex infrastructure issues.
The Managed Services Technician is expected to document work thoroughly, follow established processes, and contribute to continuous improvement of the service delivery experience.
Duties:
Qualifications:
Excellent customer service and interpersonal skills.Strong troubleshooting and critical thinking abilities.Excellent verbal and written communication skills.Experience supporting Microsoft Windows 10 and Windows 11.Experience supporting Microsoft 365 applications and services.Familiarity with Active Directory, Microsoft Entra ID (Azure AD), and Microsoft Intune preferred.Experience with RMM, PSA, and remote support tools preferred.Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, and wireless networking.Experience supporting printers, scanners, mobile devices, and business applications.Ability to prioritize multiple support requests in a fast-paced environment.Associate or Bachelor's degree in Information Technology or related field preferred, or equivalent work experience.Current CompTIA A+, Network+, Microsoft, or equivalent industry certifications are preferred.Valid driver's license with reliable transportation for onsite client visits.Must successfully pass a background check
Attributes:
Outstanding customer service mindset.Professional and positive attitude.Strong organizational skills.Excellent time management.Ability to work independently while contributing to a collaborative team.Strong written documentation skills.Ability to adapt quickly to changing priorities.Desire to continually learn new technologies.High attention to detail.Ability to remain calm under pressure.Strong problem-solving skills.Professional appearance and demeanor when representing KLH Consulting.Preferred Experience:
Microsoft 365 AdministrationMicrosoft IntuneMicrosoft Entra ID (Azure AD)Windows ServerVMware or Hyper-VNetwork switches and firewallsEndpoint Detection & Response (EDR) solutionsBackup and Disaster Recovery solutionsRemote Monitoring & Management (RMM) platformsProfessional Services Automation (PSA) systemsHealthcare (HIPAA) or Wine industry applications