Network Escalation Engineer

SUMMARY

The Network Escalation Engineer is responsible for providing quality services and
solutions to our clients while maintaining a high level of client satisfaction.
You will provide remote technical support, troubleshooting, and administration
to company clients focused on the technology category of network
infrastructure.

JOB RESPONSIBILITIES

• Provide technical
  support, remote help desk services, and consultative recommendations to
  billable and non-billable Company clients focused on the following networking
  technologies: firewalls; routers; switches; access points.
  
• Troubleshoot networks
  to correct malfunctions and other operational problems.
  
• Act as a mentor and
  technical support advisor for team by assisting with escalated issues. Provide
  troubleshooting, coaching, and training for team members to enhance their
  ability to handle similar situations in the future.
  
• Perform network
  maintenance tasks such as firmware and code upgrades, as well as
  reconfigurations of network devices to align with best practices.
  
• Identify reoccurring
  issues in client’s environment and proactively provide recommendations to
  improve efficiency, performance, and reliability of client’s network.
  
• Accurately maintain
  documentation and comply with service administrative procedures, ticket
  updates, time entries and timesheets.
  
• Perform network
  assessments.
  
• Make recommendations
  on the configurations of network management software and the software platforms
  administered through the managed services NOC.
  
• Stay up to date with
  relevant state-of-the-art technology, equipment, and/or systems.
  
• Function
  collaboratively as part of a fast-paced, client-oriented team.
  
• Maintain support desk
  expectations of time entry details and communication standards.
  
• Participate after
  hours work as required.
  
• Attend required
  company and department meetings.
  
• Act in accordance with
  Company policies and procedures as set forth in the Employee Handbook.
  
• Perform other related
  duties as assigned.
  

QUALIFICATIONS

• Bachelor’s degree and
  four years of relevant experience; or equivalent combination of education and
  experience.
  
• Previous MSP
  experience preferred.
  
• Current high level industry recognized
  certifications including one or more of the following: CCNA, CCNP.
  
• Solid understanding of
  network technologies and the OSI model.
  
• Proven experience in
  effective network troubleshooting.
  
• Proficiency with
  network diagnostic, management, and diagram tools.
  
• Communication – Must
  possess strong communication skills in working with technical and non-technical
  people, and the ability to develop and maintain collaborative relations among
  all levels of an organization.
  
• Commitment – This is
  needed to see a project or task from start to finish. Showing that you are a
  hard worker and committed to your job and improving yourself shows you can take
  something on and finish it.
  
• Initiative – Being
  able to demonstrate that you can handle problems on your own and deal with
  them. Not waiting to be told what to do when you see a problem. If you can’t
  solve it yourself, go find someone who can.
  
• Confidence – When you
  are assured of your own ability, it shows. You may however need assistance for
  the tough situations that can arise.
  
• Teamwork – The ability
  to work with others on a combined task, make contributions to the task, and
  share the responsibility of the outcome.
  
• Time Management – Your
  ability to prioritize several tasks and keep them running simultaneously
  (multitasking). Also being able to recognize and respond to changing priorities
  in order to meet deadlines.
  
• Enthusiasm – You need
  to be able to motivate yourself.
  
• Flexibility – Adapt to
  changes in the work environment. Change approach or method to best fit the
  situation.