Senior Network and Systems Engineer / Technical Engineer (NorCal)

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


Knowing Technologies provides IT services and instructional technology integration to K-12 schools in the western US, and are expanding. 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 customers educational mission, and who will thrive in the school environments we work in. It's network and systems design, administration and management; it’s designing solutions and solving problems in real-time. It’s being confident and clear in communication. Technical Engineer is a senior position, and is the final escalation point for technical problems and recommendations, requiring deeply-skilled and experienced technical employees.
You’re not doing end-user support; you are helping to implement small and large technology projects involving end users. You’re providing guidance and expertise. You are a well-experienced professional. 

So how do you know all of this stuff? Why do you do it? 

  • You love it. You live it. You can’t get enough of it. You might have graduated with a technical degree, or perhaps even anthropology, but you did it. You get excited when boxes of new stuff come in and you can’t wait to see how it works, and when it doesn’t, you want to be the first to figure out why. 
  • You can handle several things at once and can prioritize when conflicting problems compete for your most precious processing and troubleshooting skills. 
  • You have been making people productive with technology professionally for several years. You are a natural problem solver. You can master new applications before most folks have been through the first tutorial. 

What do you want to do when you tire of this? Where do you want to grow? 

  • You’ve been learning more and more and see that you’ll be able to manage a group of people that want to do the same thing. 
  • Maybe instead you want to run a data center – get behind the curtain and keep critical systems running. Or perhaps get that CCNA or Wireless Network Engineering cert. 
  • Either way, you’re going to keep mastering new end user, Wi-Fi, and data center technology and learn how to provide it to others. 

What can we do with all that? 
Tons. Now that we practically know you, let us show you how we do things, what our customers need from you, and then let you go do it. You’ll be our clients’ onsite engineer and will be called upon each day to do the things you’re already great at while learning how each school does things a bit differently. You’ll be the onsite technology expert, the guru. You’ll have all the back-office support you need from us, as we support our clients building a better world, one student at a time. 

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. 

Technical Engineer Responsibilities:

  • Provide data to support quoting and scoping by the Design Desk
  • Projects / project management support for smaller projects
  • Customer onboarding audit, documentation and reports
  • Customer technical review supporting Field Engineers in technical audit planning, execution and reporting
  • Contribute technical standards proposals to the Standards Committee
  • Provide level 3 support for problem resolution

Technical Engineer Accountabilities:

  • Diagnostics and remediation for wireless and wireless networking problems
  • Last line of defense for technical problem escalations
  • Develop customer infrastructure roadmaps
  • Supportive and responsive to internal communications from the L1 and L2 team 

Technical Engineer Skills:
The Technical Engineer is the infrastructure and end-user subject matter expert. The Technical Engineer supports Field Engineers or Support Engineers when they have exhausted their skills or abilities. As such, the skill levels and experience of the Technical Engineer must be superior.

  • Documentation
  1. Ability to write and maintain technical documentation of infrastructure and servers that will be used for analysis or reference
  2. Familiarity with documentation management systems to house standards, processes, workflows, network topology and configuration data, etc.
  • Technical Analysis
  1. Ability to analyze and plan for the alignment of technology assets, policies and programs with the schools instructional and business needs
  2. Ability to systematically deduce the cause of a technology failure, malfunction, misconfiguration or user misunderstanding and offer the corrective course of action in the following technologies
  3. Ability to consider a course of action and document the factors involved in such a way as to ensure completion within constraints
  4. Ability to create Work Breakdown Structure (WBS) analysis and costing for developing quotes for invoicing or SOW’s (Scope of Work) for potential billable work to be performed
  • Advanced Technical Skills
  1. Windows Servers in a clustered environment
  2. Hyper-V and VMWare
  3. Firewall configuration and monitoring (Meraki, Cisco, Sonicwall)
  4. Enterprise wireless management (Meraki, Cisco, HP, Ruckus)
  5. Layer 2 and 3 switching design and switch configuration (Cisco, Meraki, HP), CCNA preferred
  6. Active Directory and Google Workspace for Education management
  7. Mobile Device Management (Jamf Pro, Meraki Systems Manager, Mosyle)
  8. Level 3 support of technical staff supporting users with macOS and Windows client environments
  • Shared Responsibilities:
  •    General: 
  1. Contact customers, troubleshooting, documentation, providing situational awareness, escalating and consulting stakeholders are all within the scope
  2. Respond to assigned tickets within response time
  3. Resolve tickets within the resolution time
  4. Record time worked on each customer interaction
  5. Manage ticket status state change
  6. Document work appropriately according to process standards
  7. Resolve tickets according to standards and process as work is completed
  8. Complete all assigned tickets within SLAs
  9. Adhere to ticket quality standards
  10. Monitor personal ticket queue throughout the day
  11. Take immediate action on received tickets
  12. Reach out to customers proactively to update them when required
  • Customer service
  1. Ability to understand the unique world of K-12 education, empathize with our customers, and see all problems through to successful completion
  2. Ability to intake customer issues and deliver solutions while managing expectations and maintaining responsive and confident communications
  3. The ability to delight customers on a regular basis
  4. Teamwork
  5. Ability to work well in a group of individuals with a common goal and the many "soft skills" that come with it

Note: This position requires some travel to area schools.