Client services engineer job description

Support user requests relating to Active Directory, Microsoft Exchange, Microsoft 7 and 10, MS 0365, networking and applications support.

Build, Deploy, Repair, Maintain hardware (including Desktops, Laptops, printers, mobile devices, peripherals)

Monitoring systems (PRTG, Sitescope). Support ongoing NOC function as part of overall systems monitoring and support. Determine false-positives from live issues and escalate as appropriate.

Troubleshoot network issues, trace route/pings.

The Remote Services Engineer works in-house in a technology rich, team-based, learning environment. On-call rotation/night shift on periodic basis.

Desired Skills & Experience

2 plus years’ experience in providing IT Support within a server based business environment where high levels of service and technical expertise were required.

Strong diagnostic/ troubleshooting skills, must have an innate curiosity and interest in IT

Strong communication and customer service skills across all levels of an organization

Ability to work independently, and demonstrated self-direction/self-starter

Ability to learn quickly in a fast-paced environment

Strong knowledge of Windows 10, Windows 7, Active Directory and Exchange essential.

Good understanding and experience working with VMware, related working knowledge of SANs.

Working knowledge of InTune, Conditional Access, Office365, Exchange Online

Working knowledge of TCP/IP protocol stack

Working knowledge of routers, firewalls, switches. Cisco troubleshooting in particular.

Working knowledge of applications, especially advance Outlook helpful- as is PowerPoint, Excel, Word

Working knowledge of Mobile Device Management tools

Expertise in integrating with Excel plug-ins, troubleshooting broken links, effectively working with vendor technical support

BS or equivalent in CS, MIS or Engineering desirable but not required.

Experience with Microsoft Azure or AWS is a plus.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move objects up to 10 pounds and occasionally lift and/or move objects up to 40 pounds. In addition, the employee may be required to sit at a desktop monitor for long hours and take phone calls.

About Edge Technology Group, a THRIVE Company

Edge Technology Group, a THRIVE Company is a sector-focused consultancy, exclusively representing alternative investment managers globally. Edge offers fully managed IT services and complete cloud solutions. The company delivers immediate, flexible and proprietary solutions that satisfy the needs of Hedge Funds, Private Equity Firms, Family Offices and Asset Managers worldwide.
Edge has 7 locations across Asia, Europe and the US, including Singapore, Hong Kong, Sydney, London, New York, San Francisco, and our corporate office in Greenwich, CT.

Company Benefits

All our positions are competitively compensated, full time, salaried and bonus eligible with full Medical benefits that are 100% company paid. We also offer a 401k contribution, along with a host of other corporate benefits.

Growth

Edge Technology Group, a THRIVE Company is growing rapidly and successfully attracts and retains leading industry talent. We do this by offering dynamic IT professionals exposure to a broad range of leading technologies and the opportunity to learn rapidly and contribute directly to the business.

Powered by JazzHR

wt W2Ec

• 5+ Years in an Operations Center as a Technical Support Engineer supporting installation, configuration, troubleshooting and maintenance
• 5+ Years supporting compute and storage
• 3-5 years Customer Service Experience
• Certifications: Microsoft or VMware. AWS Cloud Architect Associate preferred
• Direct customer service experience with the ability to consistently achieve high levels of customer satisfaction.
• Intermediate Knowledge of VMware and virtual environments.
• Intermediate Knowledge of one or more of the following: Microsoft SQL, IIS, SMS, AD, Exchange, DNS, TCP/IP
• Intermediate Knowledge of Microsoft Clusters
• Intermediate Knowledge of Server monitoring
• Intermediate Knowledge of Shared Storage Platforms, preferably NetApp
• Intermediate Knowledge of Amazon Web Services (AWS) and Microsoft Azure
• Advanced Knowledge of Software and Hardware Troubleshooting
• Advanced Knowledge of Office 365
• Advanced Knowledge of Microsoft Operating Systems Server 2008/2012/2016/2019
• Ability to operate tools, components and peripheral accessories.
• Intermediate Knowledge and proficiency working directly with Clients to achieve superior Client satisfaction.
• Intermediate Knowledge and proficiency coordinating multiple projects.
• The ability to keep technical, communications, and business skills current with an emphasis on understanding emerging technologies and their impact on InterVision’s clients and their business.
• Exceptional technical and non-technical communication skills.
• Maintain a flexible work schedule within 24X7 Network Operations Center.
• Ability to follow established guidelines, policies and procedures is required.
• Ability to work in a high-pressure dynamic environment and adjust to priority changes is required.
• Commitment to quality and the motivation and ability to work well in a team environment is required.
• Ability to create Visio Diagrams with technical proficiency.
• We are looking for candidates who consider themselves (and are considered by others) a “people person” and a team player.

Some of the exciting work you will encounter:

• Serves as technical escalation point of contact for Operations Center
• Analyze and troubleshoot complex network communication failures and escalate issues accordingly.
• Respond to network escalations, diagnosis and provide analysis for resolution within SLA’s.
• Provide on-call support for assigned clients major outages.
• Assist with the scoping of new opportunities and provide Operational Acceptance for new services.
• Interface directly with customer(s) to resolve network events.
• Owner of assigned client overall SLA (tickets) - Ensure that customer SLA commitments are met for both Incident Management and Change Management.
• Approaches a complex task or problem by breaking it down and weighing the costs, benefits, risks, and chances for success.
• Create Irreversible Corrective Action (ICA) for clients as requested
• Lead, mentor and train Operations Center staff on client specific Network, Voice and Security technologies and troubleshooting methodology.
• Create knowledge articles, job aids to aid in the support of client environment
• Creation of As-Build documentation for client environment.
• Delivers quality products and/or services that improve the client experience.
• Assist with crisis response as directed by crisis management procedures including coordination of bridge calls, notifying management, coordination with vendors, and coordination with customers, documentation of events and response, and participation in problem resolution.
• Product understanding: Intermediate knowledge and understanding of Voice, Network and Security Technologies.
• Provide information, analysis and reports required and requested by the OC Manager.
• Continually update skills through vendor certifications on emerging technologies and InterVision product offerings.
• Enthusiastically meet or exceed performance metrics as set forth by management.
• Interface effectively with all InterVision employees, customers, and vendors.
• Maintain a high level of professionalism and integrity.
• Actively participate in mandatory meetings, training sessions, and projects.
• Performs other duties as assigned and required. Duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above.

How do we back our reputation?

GREAT PLACE TO WORK: If you thrive in an environment of growth and individual impact, InterVision is the place for you!

CUSTOMER SUCCESS: InterVision has worked with more than 5,000 clients across industry sectors to solve their biggest business challenges. We take a neutral approach to determine which IT consumption model best fits each client organization. Recommendations are custom designed around specific client requirements, integrating best-in-class solutions from our vendor partners. SBM Magazine recognized our unparalleled approach to customer service by awarding InterVision with their Best Customer Service Award.

BROAD CAPABILITIES: InterVision offers a wide range of services and solutions that organizations need to thrive in today’s dynamic IT market, including on-premises solutions, managed services, cloud services, hosting/colocation services, automation, and professional services. This broad Hybrid IT portfolio uniquely and competitively positions InterVision in an industry largely made up of small, specialized consultancies or very large commodity resellers.

WORLD-CLASS FACILITIES: InterVision has headquarters in Santa Clara, Calif. and St. Louis, Mo., and offices and data centers in Missouri, Colorado, California and Washington. We operate multiple Tier 3 and Tier 4 level data centers, which are SOC II Type 2 compliant specific and certified in Confidentiality and Security. Our Integration Center is a restricted-access facility with power, cooling, and space to handle a high volume of IT equipment.

INDUSTRY ACCOLADES: InterVision has received some of the technology industry’s most prestigious awards. This includes multiple wins for CRN Technology Elite 250, CRN’s Solution Provider 500; CRN MSP 500, and Inc. InterVision’s Disaster Recovery-as-a-Service has been positioned in Gartner and Forrester analyst reports multiple years in a row.

TOP VENDOR CERTIFICATIONS: InterVision holds the highest certifications and partner levels with leading technology vendors, and we have teams of trained engineers supporting their solutions. Here are just a few of the certifications from our list of 80+ vendors: Cisco Gold Certification, Cisco Cloud and Managed Services Master, Juniper Elite Partner, Microsoft Gold Partner, NetApp Star Partner, Palo Alto Networks Diamond Partner, and VMware Premier Partner.

The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular children's entertainment properties in the world.

Learn more online at Pokemon.com and on Facebook (facebook.com/pokemon), YouTube (youtube.com/pokemon), Twitter (twitter.com/pokemon), and Instagram (instagram.com/pokemon).

Get to Know The Role

Job Title: Client Engineer

Job Summary: The Client Engineer is key to the foundation of core systems and features across the multiple Pokémon projects. The Client Engineer will work on highly downloaded products that are supported with a live content cadence over multiple years and versions.

FLSA Classification (US Only): Exempt

People Manager: No

Note: We have multiple openings and are hiring for IC Level 2 & 3 Client Engineer

What you’ll do

• 
  
• Analyze complex problems and present multiple solutions
• 
  
• Work towards project vision and ensure project milestones are met
• 
  
• Communicate within teams regarding technical information and tasking
• 
  
• Communicate outside of team with key stakeholders and business partners
• 
  
• Work across disciplines to efficiently complete tasks
• 
  
• Break down project epics into smaller accurate tasks
• 
  
• Guide and assist others through tool sets and development
• 
  
• Mockup and prototype features and concepts
• 
  
• Accurately identify risks and accounts for them while planning
• 
  
• Design and Spec Systems
• 
  
• Mentor junior developers
• 
  

What you’ll bring (Level2)

• 
  
• Three (3) to four (4) years of related professional experience.
• 
  
• Experience working on a 10+ member team
• 
  
• Expert experience in Unity
• 
  
• Proven ability to profile and assess bottlenecks for the Unity platform
• 
  
• Knowledgeable of Unity asset bundles or addressable systems
• 
  
• Experience with shipping and maintaining a live product
• 
  
• Experience with platform debugging tools
• 
  
• BSCS, BSEE, or equivalent years of work experience
• 
  

What you’ll bring (Level 3)

• 
  
• 5+ years in a game development studio
• 
  
• Experience working on a 10+ member team
• 
  
• Expert experience in Unity
• 
  
• Proven ability to profile and assess bottlenecks for the Unity platform
• 
  
• Knowledgeable of Unity asset bundles or addressable systems
• 
  
• Experience with shipping and maintaining a live product
• 
  
• Experience with platform debugging tools
• 
  
• BSCS, BSEE, or equivalent years of work experience
• 
  

How you’ll be successful

• 
  
• Passion for Pokémon: Develops an understanding of the Pokémon brand, the impact it has on our people, culture, business, fans, and communities, and applying that knowledge and passion to everything you do.
• 
  
• Challenging the Expected: Approaches challenges with curiosity and creativity, embracing the possibility of failure as an opportunity to learn something new, develop innovative ideas, solve complex problems and identify unique opportunities.
• 
  
• Integrity and Respect: Demonstrates integrity and respect by leading with empathy, listening to others, seeking out different perspectives, and taking personal responsibility for decisions, actions, and results.
• 
  
• Dedicated to Quality: Takes ownership to maintain and promote high standards, looks for new ways to learn and improve, and embraces a growth mindset to seek and apply feedback from others in an effort to continuously improve.
• 
  
• Building Relationships: Develops and strengthens relationships, adopting a “team first” mentality and working collaboratively to solve problems and meet shared goals.
• 
  
• Delighting Customers: Listens and understands the interests and needs of our customers and stakeholders, making them feel heard and important, and embracing these learnings to continue delivering a unique Pokémon experience.
• 
  

What to expect

• 
  
• An employee first culture
• 
  
• Company events that celebrate the spirit of Pokémon
• 
  
• Competitive cash-based compensation programs
• 
  
• 100% employer-paid healthcare premiums for you
• 
  
• Generous paid family leave
• 
  
• Employer-paid life insurance
• 
  
• Employer-paid long and short-term income protection insurance
• 
  
• Fitness reimbursement
• 
  
• Commuter benefit
• 
  
• LinkedIn learning
• 
  
• Comprehensive relocation package
• 
  
• Hybrid work environment
• 
  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For roles in the United Kingdom, candidates will need the right to work. In some cases, and for some roles, the Company may be able to arrange a visa. For roles in Ireland, this role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.

Internal Job Code: EN.SOMF.P4

Internal Job Profile: Software Development Engineer (IC2&IC3)

#LI-HYBRID #LI-CPI