Job Overview

The TOC Network Engineer will be part of Impact Networking's Managed IT organization under Service Operations.

This role involves customer support for network issues following Impact's incident, request, and change management processes. Responsibilities include monitoring, triaging, troubleshooting, collaborating with third-party vendors, and handling level 2-4 incidents, infrastructure changes, and service requests with routers, switches, firewalls, load balancers, DNS, and other networking technologies.

The ideal candidate will be expected to: Analyze and adjust Core and LAN/WAN systems to maintain and improve network capacity, security, and performance; Prepare reports communicating available capacity to stakeholders; Design and execute capacity and life-cycle augmentation projects; Maintain and update network documentation and diagrams; Identify root cause for core level crisis events and provide potential short/long term preventive actions in a timely manner using retroactive, reactive, and proactive means; Plan and implement network changes to support our clients.

Responsibilities

• Provide world-class customer support and technical assistance for Impact Networking customer environments.
• Manage network incidents through to service restoration, resolution, and closure. Engage customers, additional internal teams, and external vendors as required.
• Monitor customer and core infrastructure by learning alert management platforms, verifying alert validity, following documented troubleshooting procedures, and escalating complex or recurring issues appropriately.
• Follow outlined procedures for customer notification, ticket updates, assignment, escalation, and closure.
• Provide a professional technical interface with customers, internal teams, and vendors.
• Review network requirements and engineering concerns associated with customer requests such as equipment configuration, operational impact, and risk
• Plan, document, and accurately perform network configuration changes in response to client issues and requests
• Perform root cause analysis on network problems
• Review logs and performance reports for emerging problems and initiate preventive action
• Act as a technical escalation point for peers and other internal teams
• Follow outlined procedures for customer notification, ticket updates, assignment, escalation, and closure.
• Provide a technical engineering interface with customers, internal teams, and vendors.
• Document technical work and track time in Halo PSA. Contribute notes, timelines, troubleshooting evidence, resolutions, and operational procedures clearly and accurately.
• Create and maintain documentation and network diagrams in IT Glue, Halo PSA, and other platforms to strengthen client support, document resolution methods, and share key information.
• Be an excellent communicator. Keep users informed of their ticket status. Provide clear, concise customer communications that express empathy and ownership without technical jargon.
• Build a base familiarity with the client base (customer intimacy)
• Maintain technical expertise and required industry certifications and stay current with new and emerging networking technologies
• Serve in scheduled after-hours, on-call rotations, providing timely response and resolution for urgent client incidents and service disruptions.

Qualifications & Experience

• Solid operational support experience with advanced troubleshooting skills across a wide range of networking technologies, including Layer 2/3 environments, TCP/IP (IPv4/IPv6), VLANs, subnetting, WANs, VPNs, WLANs, firewalls, and network security practices
• Proficiency with switch, router, and firewall management across platforms such as Cisco, Meraki, Aruba, including load balancing, high availability, quality of service (QoS), network segmentation, DNS, DHCP, NAT, NTP, and related protocols
• Experience with network performance analysis, capacity planning, change management, ISP/vendor coordination, configuration backup/restoration, major incident response, and escalation management
• Skilled in cloud networking integration (Azure/hybrid), network automation (PowerShell, Python, APIs), technical documentation, and network diagram creation
• Familiarity with network monitoring and management tools (N-able RMM, HaloPSA), documentation management platforms, and ITIL/service management processes
• Excellent communication, time-management, organizational, and customer service skills; able to manage multiple priorities under pressure and work directly with customers to resolve technical issues
• Bachelor's degree in Business Management, Computer Science, Information Technology, or equivalent work experience preferred; relevant certifications such as CCNA, CMNA, Microsoft Azure Network Engineer Associate, CompTIA Network+, and CompTIA Security+ are desirable

Compensation

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs.

Impact may offer applicable incentive compensation plans depending on role and/or department.

Full compensation details can and will be discussed with an Impact Talent Acquisition team member at the start of the interview process.

Benefits We Take Pride In

• 5-year Tiffany & Co. Gift Card or Custom Menswear, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards
• Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave
• Development and growth opportunities with on-going training & continued education reimbursement
• 401(K) & retirement plans with complimentary financial advisory services
• Comprehensive health, disability, life, dental, and vision plans

For full benefit information, visit https://www.impactmybiz.com/careers/#benefits