Position Summary: The Network Engineer reports to the Director, Managed Services and supports UCaaS/VoIP, Velocloud SD-WAN, Firewall, Switch, Route, Wireless, Microsoft Servers, and VMware environments by applying in-depth level of networking skills to solve common and complex technical issues. By using detailed analysis, gathering business requirements, making recommendations, and by participating in the design and implementation of network and VoIP solutions, this role supports customers' technical needs while delivering exemplary customer service. Importantly, the Network Engineer leads projects and is capable of resource and work scheduling of individual projects.
Key Responsibilities/ Duties: - Provide professional IT support to customers with a focus on customer service aimed at high renewal rates.
- Manage internal and external client expectations.
- Perform customer follow-up to verify final resolution and determine satisfaction level.
- Ensure teams meet expectations of customer Service Level Agreements (SLA).
- Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
- Drive problem investigations and resolution as required.
- Function as frontline technical resource for "best practice" solutions and update stakeholders on service operations.
- Provide guidance & leadership to junior Network Analysts, Network Professionals and Systems Administrators.
- Assist with Managed Services Operations Center requests and trouble tickets on an as needed basis or on a scheduled rotation basis
- Provide support for customer networks across multiple technologies and vendors including Velocloud SD-WAN, Meraki, Cisco, Juniper, Fortinet, Microsoft, VMware, and more.
Knowledge, Skills, Abilities, and Behaviors: - Excellent problem solving, troubleshooting, and debugging skills.
- Excellent written and verbal communication skills.
- Able to work within a customer oriented, positive team environment.
- Strong interpersonal, oral, visual, and written communication skills for communications to technical and non-technical staff.
Education/ Experience: - 7+ years of professional IT experience
- Hands on experience installing, upgrading, and maintaining UCaaS/VoIP products
- Hands on experience with Routers, Switches, Wireless and Firewall technologies.
- Advanced Administration and Troubleshooting of Windows Server, Windows 10, VMware, Exchange Server, Data Backup technologies, SAN technologies, Advanced network troubleshooting.
Certifications: - Networking, Microsoft, and VMWare certification preferred.
Physical Demands: Sedentary Work - Exerts up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Disclaimer: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
