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Summary
A senior team member that, in conjunction with assigned Clients, Account Managers, Engineering team, Managed Services team, and our Helpdesk, oversees the client’s IT environment ensuring effective, efficient operations and solutions. Provide hands-on technical expertise and oversee the general operational success of clients.
Primary Responsibilities
Assigned to a variety of clients to not only be their champion internally at Keno Kozie but to also assess, develop, recommend and guide their technology solution’s stability, growth, and progression
“Hands-on” with technology when needed to ensure the timely resolution of Incidents and completion of Projects
Assist with or lead the technical design/architecture aspect of preparing proposals
Prepare CIO Review (annual budget) – provide best practices recommendations
Budget recommendations include hardware/software upgrades, warranties, “end of support life” products, etc.
Provide incident management direction for the support team and clients during high-profile production issues
Quality control and issue identification for assigned clients
Coach and mentor, a small, assigned group of junior engineers including participation in quarterly and annual reviews
Manages and takes ownership of technical initiatives
Reduced billable Utilization goals from engineering staff to allow for both additional pre-sales functions and team mentorship time
Innately take lead on high-profile complex production issues (i.e. virus outbreaks, critical outages, security breaches, etc.)
Review “Site Visit Status Reports” for issues/concerns
Monitors ticket queues for assigned clients and verifies tickets are properly completed, communicated, and moved forward in a timely manner. Helps triage difficult tickets
Rotating secondary on-call responsibilities approximately one week every 60 days
Identify and assist with the deployment of internal and client-facing tools to improve our service offerings.
Required Skills
Possess a deep understanding of the Legal IT industry
Accurately assess and understand the workings of the IT environments for all assigned clients
Confidently guide clients in the right direction while understanding business requirements and how IT fits into those requirements
Comfortable with core technologies (Active Directory, Exchange, Networking, Azure, AWS, Virtualization, etc.)
Strong customer service and communication skills
Ability to Coach/Mentor/Lead cross-functional teams
Excellent leadership, communication (written and oral), and interpersonal skills
Highly organized and flexible
Ability to build strong relationships at all levels of the business
Strong attention to detail
Possesses excellent verbal, written, and active listening skills
Comfort with interacting with a variety of business and IT stakeholders
A passion to deliver the highest quality results and customer service
Ability to use logic and deductive reasoning in order to assess client issues and assign technical staff accordingly
Education, Certification, and Technical Experience
7+ years of “hands-on” IT experience required in a highly technical, client-facing role
Background in consulting preferred
Current, active, relevant IT Certifications
KENO KOZIE IS AN EQUAL-OPPORTUNITY EMPLOYER
Diversity and inclusion matter to us here at Keno Kozie Associates. We celebrate our differences and advocate an environment where everyone feels included. We are proud to be an equal opportunity employer – and celebrate our employees’ differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status or any other protected group status. Our differences make us better, stronger and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensations, benefits, and other terms and conditions of employment.
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