Field Engineer

Black Box•Abilene, TX

23d

About The Position

The Field Engineer works in partnership with operations and departments across the organization to plan, design, migrate, and troubleshoot client installation activities. In a subject matter expert support role, the engineer collaborates with clients to meet contractual obligations, manage expectations, and complete product and service deployments on schedule and in line with technical, business, and operational expectations. The role monitors implementation milestones throughout the project lifecycle and participates in client status calls to keep projects on schedule. Deployment engineering activities are expected to meet corporate client satisfaction objectives and internal and external service-level agreements. The engineer provides post-sales implementation services for network solutions, including requirements definition, implementation planning, system design, equipment staging, configuration, testing, and deployment across geographically separated locations. The position has no direct reports. Black Box describes itself as a technology solutions provider focused on helping customers design, deploy, and manage IT infrastructure. It has more than 2,500 team members in 24 countries and is a wholly owned subsidiary of AGC Networks.

Requirements

Bachelor’s degree in Engineering, Management Information Systems, Information Technology, Computer Science, or a related field, or equivalent relevant experience.
At least 5 years of engineering deployment experience involving complex client requirements assessment, solution design, and implementation in the technology services industry.
Previous post-sales engineering experience with network solutions, including requirements definition, implementation planning, end-to-end system design, equipment staging, configuration creation and testing, and deployment of software or hardware solutions across geographically separated locations.
Excellent Layer 2 and Layer 3 networking skills and strong knowledge of industry-standard networking technologies and infrastructure, including cabling, LAN, WAN, telecommunications access methods, DNS-based Global Server Load Balancing theory, legacy networking technologies, and system interdependencies.
Production-environment experience directly managing routers, switches, global and local load balancing, SSL acceleration, HTTP compression and caching, and DNS in a high-availability infrastructure.
Experience thinking through end-to-end processes, with demonstrated experience in business processes and workflow design.
Excellent problem-solving and systems-analysis skills, including demonstrated success in root cause analysis, effectiveness measurement, and related documentation.
Demonstrated ability to expand and apply knowledge of technology and industry trends, and to identify, recommend, and implement best practices and methodologies.
Ability to work effectively across functional groups to optimize products and services, support a seamless client experience, and resolve issues accurately and on time.
Proficiency with Microsoft Office (Word, Excel, and PowerPoint), Outlook, SharePoint, ERP, AutoCAD, service delivery management tools, and related cloud-based technology systems.
Demonstrates accountability, customer focus, business acumen, sound decision-making, and a results-focused approach.

Nice To Haves

Experience in a Managed Service Provider environment.
Cisco CCNP, CCNA, or CCIE; Microsoft MCSE; or related certifications.
Knowledge of cloud and virtualization technologies.

Responsibilities

Provide post-sales engineering implementation services for network solutions, including requirements definition, implementation plans, end-to-end system designs, equipment staging, configuration creation and testing, and software or hardware solution deployment across geographically separated locations.
Assess solution specifications against changing customer requirements and recommend changes that optimize value for both the client and the organization.
Prepare internal and external documentation describing system designs and deployed configurations.
Develop and maintain productive relationships with clients, infrastructure and carrier vendors, software and hardware vendors, and other contributors to support stable, quality delivery.
Explain product architecture, functionality, system and data requirements, service delivery, and integration with enterprise applications.
Research and apply market and industry trends and benchmarking to identify, recommend, and implement best practices, methodologies, and analytics.
Continuously develop technical and non-technical capabilities, including knowledge of supported operating systems, networking infrastructure, products, and services.
Meet financial performance objectives for the area of responsibility and take corrective action when needed.
Recommend and implement improvements to deployment engineering methodologies, competencies, and processes.
Maintain a client service-oriented environment focused on predicting, detecting, and resolving problems; document issues, action plans, and outcomes; and meet client satisfaction objectives and service-level agreements.
Recommend and support efforts to improve, simplify, automate, and enhance service delivery operations and the client experience.
Foster collaborative working relationships across operations and organizational departments to execute deployment engineering functions and company priorities.
Use escalation and exception processes and systems to report performance and recommend improvements.
Achieve performance targets established by leadership for applicable key performance indicators.
Perform other duties as assigned by management.