As part of a diverse and skilled Service Delivery Team, you will be tasked with implementing services and solutions for Navanta clients. The engineer position provides intermediate to advanced level support, installation, and maintenance for Navanta clients. The engineer will serve as an escalation point for analysts and assist with their overall training and development (I.E. Mentorship Program). The role includes all the responsibilities of an analyst in addition to the below.
ROLE RESPONSIBILITIES- Client Support & Project Management
- Serve as escalation point for Analysts; provide guidance and document complex resolutions
- Coordinate project implementations including scheduling, vendor coordination, and quality oversight
- Advise clients on configuration best practices and emerging technologies
- Perform quality assurance processes on projects, tasks, and service requests
Technical Tasks- Investigate and resolve complex client infrastructure, endpoint, and application issues
- Identify product, service, and process weaknesses and recommend improvements
- Consult with internal teams on difficult issues or situations
Documentation & Quality- Create and maintain knowledge base articles for complex and escalated issues
- Provide detailed, accurate service request and project documentation at every step
- Coordinate with Senior Engineers to create or update documentation for issue resolution
Team Contribution & Mentorship- Mentor Analysts and contribute to their technical development through the Navanta Mentorship Program
- Participate actively in team standups, knowledge shares, and retrospectives
- Assist in leading team initiatives and process improvement efforts
- Attend and add to discussions in team meetings
- Participate in Stewardship Teams focused on specific tools or operational processes (e.g., PSA, RMM, Patching); contribute
- expertise and help implement agreed-upon standards within the pod
- Participate in Technology Guilds aligned to a technology domain (e.g., networking, cloud, backup, endpoint management); stay
- current with Guild direction and apply consistent practices in day-to-day work
Professional Development- Complete certifications or build equivalent demonstrated experience within your technology domain and the Navanta
- development track
- Pursue relevant technology training to deepen and broaden technical competency
- Maintain active development goals reviewed quarterly with Pod Manager
EDUCATION & EXPERIENCE- 2 4 years of experience in a technical support environment
- Demonstrated expertise in relevant operating systems, productivity platforms, and core infrastructure technologies
- Relevant intermediate certifications or equivalent demonstrated experience preferred
- Financial services experience is a plus
KNOWLEDGE, SKILLS & ABILITIES- Advanced troubleshooting and problem-solving skills with attention to detail
- Clear, professional communication with clients and team members
- Ability to manage multiple complex priorities under deadline pressure
- Self-motivated with strong ownership and accountability for assigned work
- Team-oriented; willing to mentor colleagues and share expertise
- Committed to continuous learning and advancing technical skill development
SUCCESS FACTORS- Consistently completes onboarding projects with minimal escalation to Senior Engineers
- Recognized by peers and Manager as a go-to resource for complex issues
- Analysts mentored demonstrate measurable skill improvement
- Demonstrates consistent progress toward certifications or equivalent hands-on skill developmen
