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.