Job Description

Deployment Engineer (Post-Sales Network Solutions)

Overview

This role works in partnership with operations and across departments to plan, design, migrate, and troubleshoot client installation activities. You will work collaboratively with clients to meet contractual obligations in a subject matter expert support role, managing client expectations so that product and service deployments are completed on time and meet technical, business, and operational expectations.

You will monitor and drive projects through the lifecycle to established implementation milestones, participate in client status calls to keep projects on schedule, and ensure deployment engineering activities meet client satisfaction objectives as well as internal and external SLAs.

Key Responsibilities

Solution Design & Deployment

• Provide post-sales engineering implementation services for network solutions, including requirement definitions, implementation plans, end-to-end system designs, equipment staging, configuration creation and testing, and deployment of software and/or hardware network solutions spanning geographical separation
• Proactively assess solution specifications in light of changing customer requirements, and recommend changes that optimize value for both the client and the company
• Provide a technical overview of product architecture, functionality, system and data requirements, service delivery, and integration with enterprise applications
• Prepare documentation for internal and external clients detailing system designs and configurations of deployed solutions

Client & Vendor Relationships

• Develop and maintain productive relationships with clients, infrastructure vendors (such as ISPs and carrier services), software and hardware vendors, and other key contributors to ensure stable, quality service delivery
• Maintain a client service-oriented environment focused on problem prediction, detection, and resolution
• Proactively identify and remove barriers to meeting client expectations
• Provide timely documentation of issues, action plans, and outcomes
• Foster collaborative working relationships within operations and across all levels and departments of the organization

Performance & Continuous Improvement

• Achieve client satisfaction objectives, internal and external SLAs, and performance targets set by leadership for applicable KPIs
• Meet all financial performance objectives for the area of responsibility and take corrective action as needed
• Recommend and implement improvements to deployment engineering methodologies, core competencies, and processes
• Recommend and support efforts to improve, simplify, and automate day-to-day service delivery operations and the client experience
• Use escalation and exception paths, processes, and systems to report current performance and recommend improvements
• Research market and industry trends and benchmarking to identify, recommend, and implement best practices, methodologies, and analytics
• Continuously develop knowledge and skills, including in the operating systems, networking infrastructure, and products and services the company supports
• Perform other duties as assigned by management

Required Qualifications

• Bachelor’s degree in Engineering, Management Information Systems, Information Technology, Computer Science, or a related field, or equivalent relevant experience
• 5+ years of engineering deployment experience involving complex client requirements assessment, solutions design, and implementation within the technology services industry
• Previous post-sales engineering experience with network solutions, including requirement definitions, implementation plans, end-to-end system designs, equipment staging, configuration creation and testing, and deployments spanning geographical separation
• Excellent Layer 2 and 3 networking skills, including strong knowledge of industry-standard networking technologies and infrastructure: cabling, LAN, WAN, telecommunication access methods, DNS-based Global Server Load Balancing (GSLB) theory, and legacy networking technologies and system interdependencies
• Production environment experience directly managing routers, switches, global and local load balancing, SSL acceleration, HTTP compression/caching, and DNS in a high-availability infrastructure
• End-to-end process thinking, with proven experience in business processes and workflow design
• Excellent problem-solving and systems analysis skills, with demonstrated success in root cause analysis, effectiveness measurements, and related documentation
• Demonstrated success in continuously expanding knowledge of technology, market, and industry trends, and in identifying, recommending, and implementing best practices
• Ability to work effectively across functional groups to optimize product and service offerings and deliver a seamless client experience, with a track record of timely and accurate issue resolution
• Proficiency in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, AutoCAD, service delivery management tools, and related cloud-based systems

Preferred Qualifications

• Experience in a Managed Service Provider environment
• Cisco CCNP, CCNA, or CCIE, Microsoft MCSE, or related certifications
• Cloud and virtualization technology experience

Knowledge, Skills & Abilities

• Accountability: Understands the link between one’s job responsibilities and overall organizational goals, looks beyond the job to suggest improvements, and takes personal ownership in the organization’s success
• Customer Focus: Is concerned with meeting internal and external customers’ needs, considers customer impact when taking action, watches for trends shaping future customer needs, and looks for creative ways to improve service while increasing efficiency and decreasing cost
• Business Acumen: Interprets situations from a business standpoint to make decisions aligned with strategic direction, uses technology to enhance decision making, and increases cooperation and communication between departments
• Decision Making: Combines analysis, knowledge, experience, and judgment to make accurate decisions, distinguishes core problems from symptoms, resolves key issues in the short term while executing long-term solutions, and applies effective decision-making strategies during crises
• Results Focused: Strives to achieve or surpass internal and external standards of excellence, shows a passion for improving service delivery, and sets and maintains high performance standards for self and others