Network & Systems Engineer, Lead
- Atlanta, GA
Network & Systems Engineer, Lead
You will be joining iVision's Global Service Center with an exciting and engaging role in overseeing the remote technical operations for a team of Network & Systems Analyst supporting our managed service offerings for our global enterprise clients. In this role, you will have the opportunity to work collaboratively with a team of passionate and talented infrastructure analysts and engineers supporting the latest leading-edge technologies across our cloud, network, and security solution areas.
Primary responsibilities will be focused on daily operational management of client technical incidents, problems, and service requests, ensuring each ticket is properly triaged, addressed, and escalated or resolved as required. You will be responsible for all operations of one of our Global Service Center shifts, providing guidance and leadership to a team of analysts. You will also collaborate with our other Managed Services Global Service Center shifts and engineering teams to ensure a world-class support experience for our clients. Candidates should be experienced in operations of 24x7x365 Enterprise Service Desk or Managed Service Provider environment. Exceptional service delivery and customer service will be an essential element of success in this role to ensure the highest standards in meeting client needs and deliver consistent quality-of-service.
In this role, you'll help to shape the operations of our Global Service Center by analyzing current processes and procedures, identifying opportunities for enhanced operational efficiency, and ensuring close alignment with ITIL-based operations.
What You Could Accomplish
Work through complex multi-faceted engineering and operational goals and challenges
Oversee and manage a team of Global Service Center analysts in performing initial incident and problem triage, following established runbooks and escalating to solution engineering teams as required
Work closely with the various Managed Services engineering teams to ensure operational runbooks are up to date and provide the clarity needed to rapidly triage incidents and problems across a variety of technical solution areas
Update and maintain process documentation and standards in close alignment with ITIL
Work closely with the Service Delivery team to provide support and guidance on onboarding clients
What You've Done
Progressive experience in a Service Desk or Managed Services operations environment
Technical experience in Cisco networking or Microsoft enterprise technologies
Keen understanding of IT operations and supporting 24x7x365 environments
Keen understanding of ITIL-based IT operations and general ITSM concepts
Exceptional documentation & technical writing skills
Provided high quality of service and believes in relentless customer satisfaction
Maintained ownership & independence in a fast-paced high-volume environment
iVision is the next generation of technology integration and management partner. Throughout the last decade, we have transformed how technology does business, and have engineered success for our global clientele through objective recommendations, process and technology expertise, as well as best-of-breed guidance.
Our engineers and consultants provide infrastructure and application solutions, and are organized into five complementary practices, including: Infrastructure Services, Data Center, Converged Network and Application Development - all supported by our Service Delivery practice.
Founded in 2004, iVision is a privately held company, headquartered in Atlanta, and has been recognized and awarded by Inc., AJC, Best & Brightest, CRN, Atlanta Business Chronicle, and others.
Just as we have transformed our industry standards, and what it means to be a solutions provider, we are looking for our future engineers to transform their respective functions and change engineering standards forever. Use everything you have accomplished through your career to build, evolve, and revolutionize how engineering is done. Apply today, and let's build the future together.
Interested in exploring other opportunities?
iVision is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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