Principal Duties and Essential Responsibilities:
•    Take ownership of any issues that may arise either remotely or onsite to ensure that the Symphia Solution is repaired/installed and operating properly with minimum disruption to the customer
•    Travel to customer sites as necessary to perform tasks as assigned by management or work remotely with customer to resolve issues.
•    Establish and maintain positive customer relationships, always keeping in mind that the customer is our first priority
•    Escalate problems that are unable to be resolved promptly using accepted procedures and follow through to closure
•    Contact end users and keep the customer apprised of progress and problem status according to current procedures
•    Work with Customer Success Managers and Sales to properly scope and drive delivery of professional services. 
•    Alert the management team of any customer complaints or potential customer dissatisfaction
•    Assist Systems Integrators to install, configure, and support our solutions.
•    Provide onsite training to customers as required. 
•    Maintain a high level of product knowledge of our various software applications

Minimum Requirements:
•    Bachelor's degree in engineering, Computer Science, IT or equivalent work experience

•    5 + years experience in customer-facing role (presales/post sales/support type roles)

    Experience supporting an enterprise level software solution deployed across a LAN/WAN environment.
•   Proficiency in English speaker with strong communication, organizational, and analytical skills necessary with the demonstrated ability to drive projects to completion
•    Solid understanding of networking technologies (TCP/IP, LAN, WAN, Unicast, Multicast) and architecture
•    Previous experience installing/configuring/supporting enterprise software applications and solutions.
•    Understanding and proficiency with MS SQL Server and the SQL query language
•    Computer hardware knowledge including experience with hardware replacement and upgrades from various manufacturers including Dell, HP, and IBM
•    Demonstrated proficiency with RAID technology, Windows Server Operating Systems, Windows Client Operating Systems.
•    Demonstrated understanding of NAS and SAN storage solutions
•    Ability to analyze and work with system and application logs along with a solid understanding of Microsoft operating system troubleshooting.
•    Strong understanding of virtualization technologies.
•    Ability to manage multiple tasks with shifting priorities and time frames
•    A professional demeanor and the ability to interact positively with customers in face to face and remote settings are necessary
•    Travel up to 75% is required with some emergency travel necessary.

Advantages:
•    Cyber Security Forensic experience (malware analysis/ identifying intelligence related activity) is a plus
•    MCSE, Cisco, or other technical certifications are a plus
•    Project Management experience or certifications are a plus
•    Knowledge of VoIP and packet data transmission technology are a plus 
•   Multilingual (French, Spanish) with ability to conduct business in either or both French or Spanish