Staff Augmentation Engineer

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Description

Job Title: Staff Augmentation Engineer

Department: Field Service IT

Reports to: Team Lead

Date: 03/09/2026

BASIC FUNCTION

The Staff Augment Engineer (SAE) is responsible for the day-to-day technical management of a single Milner Technologies, Inc. client. They are tasked with working at the client site to remediate or resolve any issues regarding the client's infrastructure, networks, systems and/or telephony products. This may include network infrastructure hardware (i.e. Servers, Workstations, Racks, Routers, Firewalls, and Backup Solutions) and software networked configurations. SAEs assist with identifying sales lead opportunities and/or feedback based on customer usage, change in business needs and other areas of Tech Services focus. SAEs work as an extension of a regional helpdesk team with escalation routes through their team, team lead and service manager.

WORK PERFORMED

• Maintains a high level of customer satisfaction and responsiveness to all business needs.
• Responsible for responding to Network Operations Center (NOC) and helpdesk escalations.
• Complete network assessment and documentation with all associated forms.
• Provides end-user training on implemented solutions and advising customers on preventative maintenance procedures and configurations.
• Providing consultative assistance for complex network issues.
• Ability to use experience and independent judgment to handle unique and complex situations.
• May be required to assist with projects outside of their immediate areas of responsibility.
• Communicate status updates, concerns or observations, and any client communications daily.
• Utilize sophisticated tools, service aids, product schematics, and any other available product information in the assessment and resolution of network equipment.
• Maintain their technical certifications, as well as obtain the expertise and knowledge on product & solution training specific to the needs of their function.
• May assist in the development of associate level employees on IT Services offerings and solution identification to improve proficiency and effectiveness in diagnostic techniques and solutions.
• Provide comprehensive technical support on advanced technologies and can assist in the development and delivery of technology and skills development.
• Perform other duties or on-call as required.

EDUCATION REQUIREMENTS

• 4-year college degree in a technical (MIS, IT) program or equivalent experience
• Relevant Industry Certification preferred.

EXPERIENCE REQUIREMENTS

Infrastructure architectural level knowledge of Networking, Server, Cloud and/or Storage technologies. A minimum of 4 years' experience in designing, installing, configuring, administering, and troubleshooting network systems or telephony is preferred.

Experience required in the following areas:

• Windows and Apple Workstation OS
• Windows Server OS
• Networking
• Virtualization
• Azure/Cloud Technologies

Additional skills required:

• High level of network systems and troubleshooting
• Excellent verbal and written communication skills.
• Excellent customer service skills
• Ability to diagnose and troubleshoot methodically and efficiently.
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
• Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.

WORK ENVIRONMENT

• Work in areas which require attention to detail in a varied environment.
• General office environment. May spend long hours sitting or standing.
• Some physical effort is required which may involve bending, reaching, stretching, or similar activities as well as lifting or moving items weighing up to 60 pounds
• Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for position entails extensive use of personal car while on company business.

SPECIAL REQUIREMENTS

• Employee must complete required courses as described by Human Resources for all employees.
• This description presents the major responsibilities required for this job title.
• Individual positions may require the performance of additional duties as assigned.

BUDGET RESPONSIBILITY

• Secure and maintain work environment, PC, Phone and other assigned equipment.