This position is Remote, and can be located anywhere in the United States, while managing network service maintenance calls and assists in professional service projects, all handled via virtual techno . . .
This position is Remote, and can be located anywhere in the United States, while managing network service maintenance calls and assists in professional service projects, all handled via virtual technology.
At Service Express, we believe that great work starts with great people! Looking for the right people to be on our team is a top priority for us, but we know we can’t ask people to join our team without knowing more about us!
This role provides a high level of customer service to all employees and customers relating to network services-related questions and concerns. The Network Services Engineer works with the service and sales teams and serves as an escalation point for network services related issues.
Here's what the position is all about:
Independently deliver exceptional service remotely to customers daily by managing the network service needs of assigned accounts, such as but not limited to, configuration changes, software upgrades, network switch replacements, etc.
Regularly provide L2 and below support for Network Services related issues; remotely repair, troubleshoot and resolve technical errors and network service needs; coordinate onsite assistance as needed whether internally externally depending on resource availability.
Demonstrate professional care for customers’ business needs by responding to inquiries and issues promptly; practice efficiency during remote assistance; ensure 100% customer loyalty by delivering dependable solutions.
Exhibit business confidence in communications with customers to ensure issues will be resolved quickly and without business interruption.
Monitor and limit customer concerns regularly and communicate as needed to ensure dependability.
Maintain a heightened awareness remotely to actively foresee future technical issues; become a value add by escalating valid concerns to management and customers’ attention to resolve future network service errors.
Regularly act as the company ambassador; build professional rapport with customers to maintain a strong business association.
Promote and maintain a high standard of customer service through exceptional judgement, maturity, professional appearance and behavioral standards of the company.
Capable of interpreting maintenance manuals to effectively troubleshoot technological issues that arise and partner with engineering team to resolve complex matters. Determine appropriate escalation contacts as needed.
Effectively investigate technical errors while concurrently researching and considering resolutions; multitask as appropriate. Exercise excellent judgement when faced with numerous sensitive technological issues to prioritize efficiently and resolve effectively; think strategically to avoid duplication of problematic situations.
Responsibly implement resolutions for equipment failures while under extreme pressure.
Partner with FTO’s and FSE’s as requested to assist with expertise in support efforts.
Proactively maintain an extensive knowledge of technology by participating in training seminars and classes, both technical and customer service related, to stay abreast of technology and informational updates.
Provide professional and technical expertise and availability on sales calls as needed.
Share individual experiences and resolutions to maximize a wealth of knowledge across the company; partner with leadership and SEI U when appropriate to develop training action plans to avoid reoccurring issues in the field.
Regularly utilize the Knowledge Base and Service Catalog to find solutions to service calls and be prepared.
Assist in network related Product Support evaluations and professional services projects.
Prepare accurate and thorough audits upon request to ensure readiness for customer support resolutions.
Practice active preparedness in response to service calls; carefully analyze the service call prior to acting and prepare several resolutions when possible to ensure timely solution.
Provide dependable on-call availability for 24x7 customer needs (including holiday and weekends) as part of a scheduled rotation throughout the local service team.
Document in a timely fashion all actions and resolutions on service tickets to maintain cross functional communication between service and ancillary departments.
Manage tickets and close as often as possible to ensure timely documentation of customer status.
Engage other departments when appropriate by customer needs (i.e. Purchasing, Field Technical Operations, Sales).
Utilize company provided resources efficiently and effectively to manage accounts appropriately.
Consistently meet expectations and objectives set forth by the SEI Performance Management system; scorecards, ROI’s and 5/15’s.
What we are hoping you will bring to Service Express:
Demonstrated exceptionally high attention to detail
Ability to identify and resolve problems in a timely manner by gathering and analyzing information
Experience configuring and troubleshooting VLAN, VTP, RTSP, Ether Channel, Inter-VLAN routing, HSRP, VRRP, Port Security, 802.1x, ACL, Policy-Map, etc.
Knowledge of packet analyzer like Wireshark, etc.
Strong troubleshooting skill in in different network layers, esp. layer 2 & layer 3
Ability to manage multiple tasks and projects
Excellent written and verbal communication skills
Strong interpersonal skills
Workplace flexibility that empowers our employees
Personal growth and advancement opportunities
Paid volunteer hours and birthday off
Several health insurance offerings that start on day one
50% health club membership reimbursement
Company 401k match
Service Express is an equal opportunity employer. Authorization to work in the U.S. is a precondition of employment. Service Express does not sponsor applicants for work visas.
Perks & Benefits
Your well-being is important to us. It’s why we give you a range of benefits from healthcare to 401k and a few extra perks along the way.
Paid Parental Leave
Take the time you need to support your family without worrying about work tasks. We understand you have bigger things going on, and we’re here to support your growing family.
Flexible Work Environment
We want to help you work how you work best. Find your healthy work-life balance here. Our people have the flexibility they need to make it happen.
CrossFit, Yoga, Zumba, or whatever else keeps you moving, we help by covering 50% of your monthly fitness membership cost. This also includes digital fitness subscriptions!
About The Team
Our teams don’t work in silos — we all interact and support one another in a variety of ways.
You can count on those around you for collabo-ration, empowerment and inspiration. Anything is possible with the guidance of servant leaders and hard-working team members. And that’s just the beginning.
Why Service Express?
We’ve been delivering outstanding customer and technical service for server, storage and networking equipment since 1993. 500+ motivated employees fuel us in over 50 offices throughout the U.S., and we’re adding new opportunities every day.
Thanks to the shared commitment with our team, our rewarding environment is being recognized by these leaders in workplace cultures!
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Ready To Join Us?
We’re always looking for passionate life-long learners to join our growing team. If you think Service Express is the right place for you, apply today! If you know someone who would be the right fit, share this opportunity.