Network Engineer - Service Operations Center

Our US Partner Client is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.

As a Network Engineer, you will be responsible for remote client support, as well as the potential for infrequent onsite support, including heavy interaction with end-users in diverse computing environments. You will be taking escalation tickets from Technical Network Engineers as well as maintaining communication with the client throughout the technical troubleshooting process.

This is a full-time role, on a US shift and on a Work in the office set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

Duties And Responsibilities

• Ability to handle diverse computing environments in a wide cross section of business clients
• Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution
• Perform rapid analysis of networking incidents and consistently demonstrate the ability to determine the cause
• Provide consulting to clients on certain applications, Thrives best practices, and general computing processes
• Troubleshoot and resolve high level workstation, server and network incidents while following the clients standard operating procedures
• Sets client expectations appropriately throughout the troubleshooting process
• Utilizes appropriate software utilities, clients protect software, and vendor or application specific tools to provide fastest resolution of customer incidents
• Monitor the service desk service board for escalated service tickets
• Prioritize tickets escalated from Technical Support Engineers
• Ensure that open service tickets are escalated and addressed appropriately from Technical Network Engineers
• Follow best practices for escalating tickets from Technical Support Engineers
• Follow best practices for escalating cases to Network Administrators
  
  

• Communicate steps taken during troubleshooting and resolutions through clear non-technical communication, or by utilizing the appropriate level of technical jargon
• Demonstrate the correct level of urgency while resolving client incidents
• Resolution of incidents related to, but not limited to the following:
• Firewall Issues including but not limited to SSLVPN, Site to Site VPN, Access Rules
• Design, deploy, and maintain client LANs, WANs, and wireless networks, including routers, firewalls, and switches.
• Secures network system by establishing and enforcing policies and defining and monitoring access
• Provide upgrade recommendations on new and existing equipment, hardware, and software upgrades
• Monitor network performance and troubleshoot problem areas as needed.
• Monitor and test network performance and provide network performance statistics and reports.
• Updating network equipment to the latest firmware release
  

Qualifications

• At least 5 years of relevant network support experience
• Proven experience in designing LAN/WAN network architectures
• Skilled in troubleshooting network configurations and hardware issues
• Strong knowledge of infrastructure and networking technologies
• Excellent problem-solving skills with ability to prioritize and multitask
• Able to follow documented processes while flagging unclear variables
• Capable of working independently and collaboratively in a team environment
  
  

NICE TO HAVES (Certifications)

• CCNA
• CCNP
• CompTIA Network+
• Fortinet Certified Professional
• Network SecurityFCP - FortiGate Administrator
• FCP - FortiAnalyzer Analyst