Client Implementation Engineer

About the Job

As part of the International Technical Engineering Team, and working closely with the US Professional Services team, this important role is responsible for remotely preparing customers environments for implementations, and performing installations, of Exterros FTK Suite of forensic products. You will be part of a team of 3-4 FTEs, reporting into the Implementation Team Manager (in CC) and you will work very closely with the International Technical Engineering team and US Professional Services Managers to ensure that all customers have a successful installation experience with Exterro.

Responsibilities:

Service Management:

• Follow the implementation process: Understand the architecture that is being presented to you by the Engineering team and ensure that you are fully versed on the underlying Exterro technologies, its resource utilisation, communication channels and storage requirements.
• Be able to create contemporaneous notes of the work you have performed and keep documentation for each customer environment up to date.
• Effectively report any issues with the software implementation process to your team, to enhance collaboration and refine the install process as and when new versions become available.
• Understand the use cases of the customer - you will take the FTK Bootcamp course so that you are able to understand how an upgrade process would take place.
• Be able to make sound judgments on when to escalate to your manager.

Job requirements:

Education in Bachelors of Engineering with Computer Science, Forensic Computing, Cyber Security or similar. Previous experience with Exterro products or ACE certification is preferred, but not required.

Complexity of Work & Decision Making:

Wide variety of duties requiring considerable judgment to work independently devising new methods, adapting or changing standard procedures to meet new conditions and making decisions guided by precedent and within the limits of established policies.

Computer Skills:

To perform this job successfully, an individual must have basic to intermediate working knowledge of:

• Storage solutions
• Windows Server
• SQL Server
• Architectural knowledge of major enterprise applications (operating systems, standard business applications, web-based applications, etc.)
• Network protocols, troubleshooting of Active Directory, DNS, TCP/IP, DHCP, IIS.
• Virtualization
• Knowledge of Linux and OSX would be a plus.
• Scripting language such as Python would be a plus.
• Network packet tools (Wireshark, Snort) would be a plus.
• Cloud Computing Principles (AWS, Azure) would be a plus.
• Strong knowledge of Forensic good practice, procedures, SOPs would be a plus.

Language Skills:

Must be able to demonstrate an ability to read, write and speak at a high level and comprehend complex environments and topics relating to Exterro Commercial Software.

Ability to write reports, business correspondence and procedure manuals. Must be able to demonstrate the ability to effectively present information and respond to questions from management, clients or the general public.