Senior Deployment Engineer

Family Zone, Inc.
has an opening for a Senior Deployment Engineer in Orlando, FL.
DUTIES:

Work within our Support and Delivery Team, providing technical support and high quality request management for escalated cases from end users of our products.
Ensure that "every contact counts" for our customers, such as parents, students, schools stakeholders and business partners by providing consistently excellent IT support and request management.
Provide an exceptional customer service experience helps ensure our customers will continue to purchase our products in the future.
Assist customers with technical requests via phone, chat, and ticket systems to ensure support issues are resolved in accordance with Service-Level Agreements.
Act as a project manager, taking full ownership of technical support cases from inception to solution coordinating escalations as necessary.
Recreate customer scenarios in a lab environment.
Be a technical subject matter expert on the Education Solutions product suite and the underlying infrastructure of the ecosystem.
Perform primarily remote product installations, initial configurations, and product training.
Create and manage internal and external product and training documentation.
Train and mentor other team members.
MINIMUM REQUIREMENTS:

At least 5 years of experience in a senior role involving system administration, network administration, security, solutions architecture, or tier 3 support
5 years of experience in designing and supporting multilayer IP networks, routing, and switching
5 years of experience with network security, firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
5 years of experience managing large (>1k seat) Windows and Mac workstation deployments
5 years of experience managing Windows Server or Red Hat Linux server environments in an enterprise setting
5 years of experience with acquiring and analyzing packet captures
5 years of experience with managing enterprise deployments of any combination of iOS, Android, and Chromebook devices
• Hybrid work benefits offered with 2 days in the Orlando, FL office required per week (at minimum).

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