POSITION SUMMARYNetwork Engineers provide high level technical support to clients for complex technical issues and requests. Focusing on minimizing downtime and ensuring consistent, quality communication while providing a positive client experience. This position reports to an Escalations Manager. The hours for this role are Monday to Friday 8AM-5PM OR 9AM-6PM EST. The salary for this position is $80,000+ (negotiable based on experience). This is a remote position.
RESPONSIBILITIES- Provide an IT experience that clients love
- Provide Level 3 support to new and existing clients
- Responsible for Emergency Response to client outages
- Act as escalation point for Service L1 and L2
- Responsible for ticket ownership through discovery, resolution, and future mitigation as well as participation in RCA process
- Responsible for managing daily workload to ensure client issues and requests are addressed in a timely manner
- Responsible for consistently providing accurate service ticket notes and time tracking
- Responsible for ensuring clients and key players are consistently updated on the progress and next steps of their issue or request
- Responsible for creating and maintaining documentation
- Responsible for meeting or exceeding departmental KPI's
DESIRED SKILLSET/EXPERIENCE - Technical Support Experience: 10+ Years (5+ years MSP Experience Preferred)
- Experience with On-Premises Virtual Networking (VMWare/Hyper-V)
- Experience with Cloud Based Virtual Networking (Azure/AWS)
- Expert knowledge of TCP/IP networking and troubleshooting
- Experience with DNS Management and best practices
- Experience with SonicWall, Fortinet and Meraki firewalls (preferred)
- Experience with SonicWall, HP and Cisco switches (preferred)
- Ability to develop creative solutions for complex environments and client needs
- Ability to communicate effectively
- Ability to prioritize multiple tasks effectively
- Ability to work independently and in a team environment
Microsoft, AWS, SonicWall, Cisco, Fortinet, and other IT vendor certifications are highly desirable.
