Network Support Engineer

About Us:

Cytracom delivers infrastructure software purpose-built to empower managed service providers (MSPs) and IT professionals (ITSPs) with cloud solutions that connect and secure both traditional and hybrid workforces.
Our secure access service edge (SASE) solution provides identity-based network security and connectivity within a single platform that enables businesses to deploy zero-trust networks, enforce compliance and eliminate traditional firewalls and VPNs.
Our unified communications suite (UCaaS) uniquely aligns with the operating needs of MSPs and enables their customers to experience seamless communication and collaboration regardless of physical location.

Here's a closer look at this key role:

Here at Cytracom we look for high-energy, team-oriented support specialists! Working as a Network Support Engineer, you will be responsible for basic and advanced hardware/system setups, PBX assistance/troubleshooting, network/ISP-related issues with remote access, working with third-party vendors as needed, and participating in on-call rotation. In this role, you will help identify and troubleshoot issues related to local networks, firewalls, switches, and other components of a local network.

How you'll make an impact:

• Troubleshoot and solve tickets using Zendesk: Prioritize tickets based on severity and customer impact.
• Daily multitasking and prioritizing of outbound calls, queue calls, and tickets: Demonstrate effective time management.
  
• Communicate clearly and efficiently: Maintain professional and clear communication with customers, partners, third-party vendors, ISPs, team members, and cross-team members.
• Working knowledge of all Cytracom products and integrations: Be proficient in setting up, troubleshooting, and resolving basic to intermediate issues within the Cytracom product base and integrations.
• Escalate tickets timely: Follow escalation protocols to hand off to engineering if necessary based on ticket severity.
• Triage and follow escalation processes: Ensure proper request assistance or hand-off to appropriate teams as necessary.
• Become a product expert: Be a technical guru and inform the team and cross-team members on all Cytracom products and integrations.

Minimum Qualifications:

• 4-5 years of experience in a technical support or network-related role.
• Ability to perform network troubleshooting and resolve complex network issues.
• Strong problem-solving skills and ability to work independently or as part of a team.
• Certifications such as CompTIA Network+ or Cisco Certified Entry Networking Technician (CCENT) or equivalent on-the-job experience.

Preferred Qualifications:

• Understanding of SASE concepts and implementation, including secure network access, cloud security, and network performance optimization
• Demonstrated ability to configure, manage, and resolve issues related to VoIP systems and services.
• Experience with the integration, deployment, and support of SAAS solutions, including understanding of their impact on network performance and security.

Our Benefits:

• Medical, dental, and vision insurance is available
• 401K
• Disability and Life insurance
• Paid vacations and holidays
• Flexible PTO policy
• Casual, laid-back work environment
• Free refreshments
• Standing desks

Cytracom, LLC is an Equal Opportunity Employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to protected characteristics, including race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or age.