The Consultant I performs ongoing client support for complex technical performance issues and develops recommendations to ensure adherence to service level agreements and customer service excellence. The Consultant I may specialize in a particular discipline and continues to develop a platform of technical expertise.
Primary Duties & Responsibilities Services Delivery:
Manage complex technical questions and ticket escalations and monitor system performance
Identify and make recommendations on technical deficiencies, service performance issues, product utilization, bugs, and enhancements.
Recommends process improvement in order to drive efficiencies and reduction of the average troubleshooting time.
Develop customized reports and presentations, and provide technical knowledge transfer and analysis to clients on performance status, trends, and metrics.
Perform ongoing analysis and system testing of new system releases, upgrades, and/or patches to supported technologies.
Monitor the ticket queue, as necessary. Professional Development: Attend training sessions or shadowing activities, and obtain industry related certifications as determined by the Manager.
Mentor junior-level analysts and serve as escalation point for their technical related issues
Develop best practices, strategies, methodologies, documentation and templates suitable for use by other Consultants and Analysts
Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field, plus ONE of the following combinations of certifications and experience
Holds technical certifications for at least four (4) technologies for which Sirius provides managed security services* and
Has at least three (3) years of IT Support experience in a client-focused environment, and/or working in a security operations center
Holds technical certifications for at least three (3) technologies for which Sirius provides managed security services* and
Has at least four (4) years of IT Support experience in a client-focused environment, and/or working in security operations center
Holds technical certifications for at least two (2) technologies for which Sirius provides managed security services* and
Has at least 6 years of IT Support experience in a client-focused environment, and/or working in security operations center
* Managed Security Services certifications: Check Point: CCSA, CCSE: Cisco; CCNA-Security, CCNP Security, CCIE Security; Blue Coat: BCCPA, BCCPE; Palo Alto: ACE, PCNSE; QRadar, SANS GCIA, GCIH, QRadar CSC, Splunk, LogRhythm, or similar technology certifications
Other Position Requirements -
Direct system engineering or support experience involving hardware, software and services at an enterprise level for at least one product lines in the designated practice
Direct involvement in working with internal and external teams to implement and troubleshoot complex configuration hardware, software and services.
Direct experience presenting ideas and solutions to clients and adapting presentation style to fit particular client situations.
Demonstrated knowledge of company products and services, testing methodology, and system troubleshooting.
Demonstrates knowledge within area of specialization and continues to develop and expand technical skills.
Demonstrated ability to investigate complex problems where analysis of situations or data requires an in-depth evaluation of variable factors from multiple IT infrastructure systems.
Ability to establish positive working relationships and conduct complex and important work critical to the organization in a team, consulting environment.
Proven ability to select resolutions and techniques that meet technical requirements within the context of best practices and make recommendations to achieve targeted objectives.
Proven ability to achieve high level of Customer Satisfaction on all engagements.
Demonstrated ability to communicate in clear, concise and crisp messages to a variety of audiences that instigate appropriate actions
Proven ability to effectively present in a variety of formal and informal settings: one-on-one, small and large groups, using a variety of presentation methods to sustain the audiences engagement
Ability to manage time to focus on priorities and handle multiple tasks simultaneously
Demonstrated ability to establish a collaborative approach to problem solving, ensuring that solutions generated by the team are tested and proven
Proven ability to proactively step into team leadership roles and empower others to increase contribution and level of responsibility
Word, Excel, Visio, PowerPoint and Outlook skills.
Demonstrated resourcefulness in working with disparate client and internal departments to deliver client support services.
Data Privacy and Security:
All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius authority.
Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or assignment.
The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime.
The above primary duties, responsibilities, and position requirements are not all inclusive.
Sirius is an equal opportunity employer that values diversity. As a government contractor, Sirius takes affirmative action to employ and advance in employment qualified women, minorities, individuals with disabilities, and protected veterans; maintains a drug-free workplace; and participates in E-Verify.
10100 Reunion Place Suite 500 San Antonio, TX, 78216