Senior IT Technical Engineer/ Area Supervisor

San Mateo, California, United States | Technical Services | Full-time | Partially remote

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Knowing Technologies provides networking systems, IT management and operation, and instructional technology integration services to K-12 schools in the western US. We are growing our client base and we're looking for people with the right, broad set of technical skills who are interested in our mission of strategically bringing technology into alignment with our customer’s educational mission.  

Our clients benefit from our assessments and remediations of their technology, from networking and devices to staff skills and cyber defenses. In order to provide the highest value to our clients, we have a present need for the best technology practitioners.   

This is a working supervisor position that provides oversight and support to the local Support, Field, and Technical Engineers in the region. Responsible for addressing customer service and support problems and to provide Tier 3 support. This position ensures that the customer experience of our technical services is accurate and of consistently high quality. Learns, trains, and delivers any future changes to the customer experience commitment. 

This role would occasionally travel to client sites to provide initial technical assessments for clients and would solve the most challenging technical issues for them. At other times this role is remotely summarizing assessments into reports, developing client technology strategies and contributing in other ways to our success as a strategic partner. The target duty is remote, but it is essential that you be onsite when required.    

You must possess a maturity and deep technical understanding of networking and client devices, with the ability to design, implement and support servers, and cloud technologies. The right candidate will have the ability to lead technical planning, plan and manage technology projects, and problem-solve as a member of a highly technical team, or as an expert among non-technical clients or groups. This role must be a backstop and escalation for challenging technical issues.  

We are looking for a person in this role that provides clear, viable and complete solutions to problems and intentionally facilitates team confidence and trust. This role needs to rely on well-honed problem-solving methodologies and still work on improving our own internal best practices.  

The ideal candidate will be one who wants to be a part of something bigger than themselves. One who truly wants to make a difference in education by coaching, mentoring and growing talent in our future Support, Field, and Technical Engineers.   

Accountabilities: 

  • Day to day technical proficiency and work assignment responsibilities of area Support and Field Engineers 
  • Lead and motivate area SupportField, Technical Engineer team to accomplish the goals of the organization. 
  • Assess the technical capability and performance of the Technical, Field and Support Engineers in the Northern California area 
  • Will evaluate and propose staff training needs and mentor to KT standards 
  • Ensure accuracy of staff work and quality documentation in tracking and documentation systems 
  • Create statements of work for client engagements 
  • Provide prospective project data to support quoting and scoping  
  • Projects / project management support for smaller projects 
  • Create Work Breakdown Structure (WBS) analysis and costing for developing services quotes  
  • Contribute technical standards proposals as a member of the Standards Committee 
  • Diagnose and remediate wireless and wired networks   
  • Provide Tier 3 support as needed 

Abilities: 

  • Drive multiple work streams and deliver as a cohesive and productive unit 
  • Coach and mentor team to develop and grow their competence and confidence  
  • Demonstrate and model personal credibility and honesty in communication 
  • Project charm and confidence in customer interactions  
  • Work productively in a group to achieve all measurement targets  
  • Methodically deduce the cause of technology failures and offer the applicable corrective course of action 
  • Write and maintain technical documentation of practices, procedures, and infrastructures that will be utilized for support, strategic planning, analysis, or reference  
  • Be enthusiastic about the unique world of K-12 education, empathize with our customers, and see how our customers live their mission to impact young lives 

Experience: 

  • Demonstrated supervisory skills and responsibility 
  • Employee knowledge, skills, and abilities growth supervision 
  • Enterprise wireless management (Meraki, Cisco, HP, Ruckus) 
  • Layer 2 and 3 switching design and switch configuration (Cisco, Meraki, HP), CCNA preferred 
  • Active Directory and Google Workspace for Education management  
  • Cyber Security best practices 
  • Mobile Device Management (e.g., MosyleJamf Pro, Meraki Systems Manager)  
  • Tier 3 support of technical staff supporting users with macOS and Windows client environments  
  • Windows servers in a clustered environment 
  • Firewall configuration and monitoring (Meraki, Cisco, SonicWall 
  • Familiarity with documentation management systems to house standards, processes, workflows, network topology and configuration data, etc. 
  • Traveling to customer sites to perform project work and problematic technical issues, as needed 

Why would you want to work for us?  

  • We are small, and we are growing.  
  • We offer medical benefits, vacation, sick days, 401k, and a great sense of humor.  
  • You don’t want to get swallowed up by a large technology company. You want to work someplace fun, but fast-paced. Your employee badge won’t have a barcode on it. It barely has two digits.  
  • You want to learn more from people that have the same passion about technology that you do.  
  • You want opportunities.  
  • You want to build and be a part of something larger than yourself.  

Note: May require occasional out of town travel.