Gridiron IT is seeking a Professional Services Technical Consultant to support a federal program in Ft. Bragg, NC. The Professional Services team is composed of groups of highly intelligent and innovative Project Managers, Professional Service Engineers and Consultants who are dedicated to delivering a customer experience second to none. Each team member is as unique as the projects we work on, but one thing remains the same – our commitment and passion to delivering cutting edge technology solutions for hybrid cloud network monitoring. What you’ll be doing… Provide onsite consulting services and support to the customer with a focus on high quality, accuracy and customer satisfaction
Perform hands-on installation, configuration, and troubleshooting of appliances as they relate to the suite of products
Work closely with customer’s technical and management staff and act as subject matter expert for the products
Handle customer work activities via on-site and remote as required. (On-site client work may be full time).
Handle on-site work solely as a SME and Senior Consultant implementation activities
Act as the internal customer advocate for problem resolution, new product features, and future product direction
Record all activity in the department’s ticketing system
Use and create knowledgebase articles based on field incidents, and/or common or critical issues
Participate in departmental projects
Self-motivated with the ability to maintain a positive and cooperative attitude in sometimes stressful situations
Strong leadership skills with the ability to prioritize competing project timelines
Creative person who looks for new and innovative ways to resolve problems
Effective team player willing to assist others when needed
Document and record all activity and communication with customer in person, over telephone and email according to departmental standards of quality
Support and provide consulting services supporting federal or commercial IT standards (etc. support Federal ATO process, Security Audits, Change Management procedures)
Qualities you possess… Effective team player willing to assist others when needed
A bachelor degree in computer science/engineering
Proven experience with implementation of enterprise level network management or application performance products
Thorough understanding of IT infrastructure, application, and enterprise infrastructure best practices
System administration/support experience in Windows and Unix environments with an emphasis on Linux
Have exceptional troubleshooting and customer-handling skills; flexible and willing to learn new technologies
Excellent written and verbal communication skills
7 years’ experience supporting/using enterprise class infrastructure monitoring platforms
5 years Linux operating system experience
3 years MySQL Database experience
3 years of experience with SNMP and vendor MIB architecture
3 years of experience configuring SNMP trap and/or Syslog alerts
Strong knowledge of PowerShell, WMI, XML/SOAP
PHP and/or Python experience desired
Linux scripting experience desired
Experience with ITSM, EMS/NMS Systems (EM7, Solarwinds, IBM NetCool/Tivoli Nagios, HP OpenView or similar) and SNMP is a major plus.
Previous integration experience with ServiceNow, PagerDuty or ITSM platforms is a plus.