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:

• Windows and Apple Workstation OS
• Windows Server OS
• Networking
• Virtualization
• Azure/Cloud Technologies

Additional skills required:

• High level of network systems and troubleshooting
• Excellent verbal and written communication skills.
• Excellent customer service skills
• Ability to diagnose and troubleshoot methodically and efficiently.
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
• Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.

WORK ENVIRONMENT

• Work in areas which require attention to detail in a varied environment.
• General office environment. May spend long hours sitting or standing.
• Some physical effort is required which may involve bending, reaching, stretching, or similar activities as well as lifting or moving items weighing up to 60 pounds
• Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for position entails extensive use of personal car while on company business.

SPECIAL REQUIREMENTS

• Employee must complete required courses as described by Human Resources for all employees.
• This description presents the major responsibilities required for this job title.
• Individual positions may require the performance of additional duties as assigned.

BUDGET RESPONSIBILITY

• Secure and maintain work environment, PC, Phone and other assigned equipment.