NOC / Field Service Engineer

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 responsibilities
• Valid driver license, reliable automobile, current automobile insurance policy

Qualifications:

• Knowledge of Backup encryption
• Knowledge of Veeam and other backup software across cloud, virtual and physical environments
• Knowledge of network routing and storage systems
• Experienced with current network environments and operations; physical, virtual and cloud
• Experienced with current Windows server and desktop OS, VMWare, and cloud
• Experienced with network/systems, maps, diagrams, flowcharts, charts, and other documents
• Familiar with network security technologies
• Familiar with using shell scripts to automate routine tasks
• Experienced in the use of MSP tools or other network management and monitoring tools.
• Experienced in the use of industry standard professional services applications
• CompTIA A+ education or training
• AS in Computer Science

Attributes:

• Superior problem-solving and troubleshooting skills
• High level of customer focus and customer satisfaction
• Excellent 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 direction
• Strong organizational skills with ability to multitask
• Excellent time management and prioritization skills
• Excellent collaboration and teamwork skills
• Work collaboratively with others to deliver the Company s services.
• Fluent spoken and written English

Other 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.

Join 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 5 years in a row! Located in Santa Rosa and with over 44 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.