About Us and the Position 

At Knowing Technologies (KT) our aim is clear: Propelling schools forward with a high-impact instructional technology program and high-performance infrastructure. We specialize in equipping schools with the tools needed to build teacher confidence, create educational experiences students crave, and stay competitive, saving time and eliminating wasteful overspending. Since 2010, our team of motivated former educators and technology architects helps customers solve problems—from complex network engineering to critical instructional design—so educators can focus on what’s most important: teaching and learning.  

Not your typical managed service provider, our service delivery model takes a proactive planning and relationship-centered approach to create technology solutions that are not only secure and reliable, but also give schools more responsive to their missional and instructional needs. And when technology hardware, systems, or processes fail, as they inevitably do, we employ our multi-tiered support system, fine-tuned to the needs of schools, to identify the cause and quickly resolve such matters. 

The Network and Systems Engineer also works on exciting new technology projects, implementing the latest in wireless, network, device management, and VOIP projects, among other areas. This role requires a balance of technical skill and customer care, so schools effectively create exciting and engaging student experiences. If you’re passionate about using technology for educational good and are excited about the idea of shaping the direction of a company, we’re looking for you! 

Essential Functions 

• Analyze: Thoroughly examine devices, network, server, and device management systems for causes of failure; prioritize the severity and take appropriate action 
• Plan & Problem-Solve: Create ticket remediation plans for Tier 2 critical customer issues; maintain a customer-centered orientation in devising solutions that meet service level objective requirements and customer expectations; coordinate with account managers, as appropriate, to share customer concerns and/or trends that need relationship support to complement “technical” support; reinforce KT credibility as “trusted advisor” in customers’ minds 
• Communicate and Respond: Execute ticket remediation plans and verify that remediations effectively resolved the customer’s issue; keep customers informed along the way with appropriate and timely communication and ticketing.  Escalate tickets to Tier 3 when unable to solve or document the solution plan.   
• Follow-up: If warranted, verify that the solution is still working, and no further intervention is needed 
• Document and Share: Track and log time and tickets completely, accurately, and on time; update system documentation; commit solutions to KT’s knowledge base and share with teammates if the problem is a unique learning case 

• Lead and/or execute customer project work, as needed, and perform other duties as assigned.  

Desired Qualifications 

• Experience with macOS and/or iPadOS
• Active Directory and Google Workspace (for Education) management  
• Mobile Device Management (JAMF School/Pro, Meraki Systems Manager, Mosyle)  
• 2+ years’ progressive experience in systems or network troubleshooting or operation.
• Enterprise wireless management (Meraki, Cisco, HP, Ruckus) 
• Layer 2 and 3 switch configuration (Meraki, Cisco, HP)
• Cyber Security trends and best practices  

• Windows Servers in a clustered environment (VMware and Hyper-V) 
• Familiarity with firewall configuration (Meraki, Cisco, SonicWall)   
• Familiarity with documentation management systems to house standards, processes, workflows, network topology and configuration data, etc.  
• Willingness to understand the unique world of K-12 education, empathize with our customers, and see how our customers live their mission to impact young lives 

• Cloud-based phone systems and VoIP devices (GoToConnect, Zoom) 
• Willingness to obtain CCNA
• Strong listening skills with curiosity to ask questions; an action-oriented problem solver able to deliver in a fast-paced environment using superior organizational skills to manage up and laterally, juggle changing priorities, and drive towards deadlines 
• Strong verbal and written communicator, with a keen eye for detail and a commitment to high-quality work 
• Enthusiasm for the KT mission and great appreciation for the opportunity to use technology to transform learning in independent schools. 

Location/Travel:

KT Headquarters are in Redwood City, CA. Candidates must be based in the San Francisco Bay Area and will be expected to travel to Northern California and other customer sites.  The annual salary range is $112,000 to $150,000 and adjustments to this range will be made based on the geographic location of candidates.