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