Job Title: Tier 2 Network EngineerLocation: Nationwide, Remote
Job Summary:The Tier 2 Network Engineer is a technical role that is responsible for the implementation, support, maintenance, and optimization of our customers' network infrastructure in vendor neutral environments. The Network Engineer also provides Tier 2 escalation support for our Associate Network Engineer and our MST Network Support team for customer network issues and outages. The Network Engineer works to resolve customer issues directly or in partnership with vendors, channels, and Field Services team. This role utilizes documented customer procedures, ITIL best practices, technical skillsets, and soft skills in order to provide an excellent customer experience through network issue resolution as well as network configuration activities.
Job Responsibilities:- Provide issue escalation support for MST - Network team and Associate Network Engineers for critical incidents and problem management activities including fault isolation, troubleshooting, and resolution support for critical customer service interruptions
- Gather necessary information to understand current network issues, work to diagnose, drive issues to resolution and identify root cause of problems; escalate to Tier 3 Principal Network Engineers if unable to resolve
- Review customer networks, design network infrastructure changes and migratons for small customers order to improve network performance; participate in implementations of complex enterprise network environments
- Complete service requests, network implementations, migrations, and other change management engineering activities
- Recommend continual service improvement for customer networks and systems
- Participate in customer quarterly review meetings to review performance, and identify opportunities for continuous improvement to make environment more secure, efficient, and optimized for cost and performance
- Document customer issues, communications, steps taken to resolve, and current status through ServiceNow
- Documents and follows standard processes and procedures including change management processes, escalation processes, notification processes, ticket documentation, and customer issue resolution processes
- Act as a technical mentor to MST - Network team and Associate Network Engineers
- Provide on-call support for tier 2 technical issues
Education and Skills:- 5 - 7 years experience working in a technical environment with demonstrated enterprise-level network troubleshooting in a Managed Services environment
- Previous technical experience in: router and switch configuration, circuit configuration, VLAN configuration, iOS upgrade, data network infrastructure support, LAN/WLAN data communication, WAN routing/optimization technologies, Cisco and Juniper routing and switching technologies, Zscaler's cloud-based security platform, F5 BIG-IP load balancing server technologies, Infoblox DNS/DHCP/IPAM application
- Associates degree in related field preferred
- Certifications: CCNA, JNCIA, Fortinet NSE4 required; CCNP, ITIL preferred
- Self-starter; uses an appropriate sense of urgency and has capability of resolving complex technical problems and requests both independently and collaboratively with a team
- Willingness and desire to continue advancing technical expertise through collaboration with Engineers and Architects, and pursuit of technical certifications
- Have strong communication skills (written, verbal, presentation)
- Ability to follow and document standard processes and procedures
- Ability to stay calm under pressure in a fast-paced environment, maintain a positive attitude, and quickly adapt to changing priorities and new technologies
- Ability to work assigned shift and on call rotation
