The Senior Networking Engineer is an advanced technical contributor and team leader responsible for delivering the highest level of technical support, mentorship, and process leadership within the Navanta Service Delivery team. This Senior Engineer serves as the primary escalation point for Analysts and Engineers, owns documentation and quality assurance standards, and drives continuous improvement across team processes and service delivery. This role is a key step on the path to Team Lead.
ROLE RESPONSIBILITIESClient Support & Service Request Management- Resolve Tier III and critical service requests, serving as the final technical escalation point
- Manage high-complexity service request queue and set the standard for service request quality
- Lead critical client-facing situations and drive complex issues to resolution
- Ensure resolution documentation is thorough and accessible for team knowledge sharing
Technical Leadership- Investigate and resolve the most complex client infrastructure, endpoint, and application issues
- Lead professional services projects and provide technical direction to Engineers and Analysts
- Coordinate project implementations including scheduling, vendor coordination, and quality oversight
- Perform quality assurance on projects, tasks, and service requests across the team
- Coordinate with product management on researching innovative technologies and process documentation
- Identify and drive continuous improvement initiatives for team service deliverables
- Consult with internal teams and stakeholders on the most difficult issues and situations
Documentation & Quality Ownership- Own knowledge base quality and currency; create, update, and curate documentation
- Establish and enforce documentation standards for service request and project records
- Identify systemic documentation gaps and lead remediation efforts
Team Contribution & Mentorship- Mentor and develop Analysts and Engineers; contribute to formal and informal training programs
- Develop training content and deliver training to team members
- Lead team discussions, retrospectives, and knowledge share sessions
- Add complex discussion topics and strategic insights to team meetings
- Participate in and provide senior-level expertise to Stewardship Teams focused on specific tools or operational processes (e.g.,
- PSA, RMM, Patching); help shape standards and drive adoption across the pod
- Participate in Technology Guilds aligned to a technology domain (e.g., networking, cloud, backup, endpoint management);
- contribute deep technical expertise and help ensure Guild standards are reflected in team practices
Professional Development- Maintain expert-level certifications or equivalent demonstrated mastery within your technology domain and the Navanta
- development track
- Stay current with emerging technologies and evaluate relevance for Navanta service delivery
- Maintain active development goals reviewed quarterly with Pod Manager
EDUCATION & EXPERIENCE- 5+ years of experience in a technical support environment
- BS Degree in Information Systems/Technology, or equivalent experience preferred.
- Expert-level proficiency in relevant operating systems, productivity platforms, and core infrastructure technologies
- Relevant advanced certifications or equivalent demonstrated experience preferred
- Experience with high-level and critical troubleshooting required
- Financial services experience is a plus
KNOWLEDGE, SKILLS & ABILITIES- Expert-level troubleshooting and problem-solving skills across complex environments
- Experience with Routers/switches/firewall - juniper, Cisco, fortinet
- Clear, authoritative communication with clients, team members, and leadership
- Ability to lead multiple high-priority initiatives simultaneously
- Strong ownership and accountability for team outcomes and individual work
- Natural mentor; committed to developing the skills of others
- Committed to continuous learning and driving team-wide technical improvement
SUCCESS FACTORS- Resolves critical Tier III issues with high accuracy and low rework rates
- Recognized by the team and Pod Manager as the definitive technical authority
- Team documentation and knowledge base maintained to high standards
- Engineers and Analysts demonstrate measurable growth under mentorship
- Receives positive feedback from clients, colleagues, and leadership
The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.
