- Data Collection
- Root Cause Analysis
Blending customer advisory, customer support, and customer experience, Carousel’s supercharged Customer Success Obsessed mission goes beyond any one IT function. Rather, it’s a mindset, a mantra, and a company-wide drive to bring extreme technology value to Carousel customers—so they can bring value to theirs.
With deep expertise across a vast portfolio of technologies, including security, unified communications and collaboration, data center, networking, managed services, and cloud solutions, Carousel can design, implement, and support solutions tailored to meet the unique needs of each customer. By offering professional and managed services with flexible deployments in the cloud, Carousel ensures customers achieve agility and use technologies in the way most effective for their business.
A legion of 1,300, the Carousel team has been committed to the art of customer success for its more than 6,000 highly satisfied customers since 1992. The company has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider—including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, the company has offices across the United States and internationally—with three Network Operations Centers. To learn more, visit CarouselIndustries.com.
In this role we are looking for an expert in the world of Routing, Switching, and NGFWs.
The Lead Support Engineer (LSE) is the conduit between the clients' team and our support team, and functions as the technical lead and escalation point as it relates our support program. The LSE works closely with our customers on monthly calls to consult, deal with specific areas of concern, and make recommendations towards improvement.
Assigned Subject Matter Expert to multiple clients
Provides technical expertise & guidance throughout the lifecycle of supported services for assigned clients
Change Management approval SME
Performs in depth analysis of system performance data
Recommends proactive improvements for operating health.
Provides input & assistance during Major Incident resolution
Owns Problem Management and Root Cause Analysis for client
Providing technical from project kickoff to project closure and documentation
Leading customer design and consulting engagements
Contributing to, and providing leadership for, Carousel's UC Practice meetings and initiatives
After Hours work and travel (primarily, but not only, in New England) are requirements
Further discussion around responsibilities will be discussed with interviewed candidates
B.A./B.S. in related area
7-10 years of experience
Must have direct experience with Cisco switches and routers
Knowledge of cabling and wiring systems, design, and installation.
Knowledge of various network protocols including: TCP, UDP, ESP, IP.
Knowledge of various network routing protocols: EIGRP, RIP, OSPF, BGP.
Familiar with network topologies such as MPLS, Metro Ethernet, DSL, etc.
Knowledge of WAN capacity management including SolarWinds and other management tools.
Firewall technologies; Next Generation Firewall (NGFW), Unified Threat Management (UTM): Cisco, Fortinet, Sonicwall, Palo Alto, Juniper, Checkpoint
F5 Load balancers and F5 security suite
IPS/IDS technologies; Signature and pattern based intrusion detection and prevention systems: Cisco, Sourcefire, Fortinet, Tipping Point, Snort
Web Security Technologies; Proxy based and other inline web content filtering appliances: Bluecoat, Ironport, Fortinet, Websense, Barracuda
NAC appliances and systems which leverage Dot1x for authentication and authorization to the network: Forescout, Cisco ISE, Aruba ClearPass, Juniper
VPN Technologies; IPSEC client & tunnel, SSL Client and Clientless, Citrix/Terminal Services connectivity
Proven ability to troubleshoot problems.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Language and Writing Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
The confidence to seek out help from co-workers or leadership
Ability to work in a team environment
Positive work ethic and the desire to work as a team to develop and deliver the best engineering practices in the industry
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Excellent customer service skills
Outstanding work ethic
Carousel is an affirmative action equal opportunity employer
Carousel Industries is an Equal Opportunity Employer: Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.