Description
Impact is hiring a Senior Network Engineer to join our nationally ranked Best and Brightest workplace! The TOC Sr. Network Engineer will be part of the Impact Networking MIT organization under Service Operations and will provide world-class customer support and technical expertise for Impact Networking customer environments. Customer support will center around network issues following Impact's incident, request, and change management processes. Extensive experience in IT support, effective team participation, as well as a demonstrated ability to understand customer needs, drive business practices, and work collaboratively in a fast-paced, dynamic environment where customer service skills are utilized daily are expected. Senior-level Engineers are expected to mentor less experienced engineering personnel. The ideal candidate will be expected to: analyze Core and LAN/WAN systems to determine existing and available capacity; prepare reports communicating available capacity to stakeholders; design and execute capacity and life-cycle augmentation projects; maintain and update network documentation and diagrams, and prepare business proposals in support of capacity and life-cycle augmentation recommendations in conjunction with a Technical Account Manager if one exists on the customer account; and identify root cause for core level crisis events and provide potential short/long term preventive actions in a timely manner using retroactive, reactive, and proactive means. Watch the video below to learn more about our Managed IT division! How Impact's MIT and Cloud Solutions Help Businesses Responsibilities
- Manage network incidents through to service restoration, resolution, and closure. Engage customers, additional internal teams, and external vendors as required
- Handle layer 1-3 incidents, change orders, and service requests with routers, switches, firewalls, load balancers, and DNS
- Customer and core infrastructure monitoring:
- Learn alarm management platforms, functions, and terminology
- Verify validity of alarms and follow troubleshooting procedures as outlined
- Work with remote locations on verification and resolution of alarms
- Follow outlined procedures for customer notification, escalation, and technical network interfaces, building familiarity with the client base (customer intimacy)
- Review network requirements and engineering concerns associated with customer requests such as equipment configuration, and operational impact
- Perform network configuration changes, root cause analyses, and proactive measures to address chronic and emerging network problems.
- Act as a technical training resource and escalation point for peers and internal teams while maintaining accurate technical documentation and network diagrams.
- Review logs and performance reports to identify potential problems and take proactive measures to mitigate them
- Maintain technical expertise and required industry certifications and stay current with new and emerging networking technologies
Things We Are Looking For
- Minimum of 5 years of industry experience in a production support role for a large enterprise or managed service provider (MSP) environment
- Solid operational support experience and technical troubleshooting skills
- Extensive working knowledge of routing protocols including BGP4, OSPF, ISIS and knowledge of the Internet concepts and routing architectures is required
- Extensive working knowledge of spanning tree and layer two switching concepts is required
- Demonstrated experience:
- ITIL and Service Management, preferred
- Experience with N-Able RMM, preferred
- Knowledge of HaloPSA Platform, preferred
- Proficiency with documentation management platforms
- Must have working knowledge of event and incident management systems including support for Incident, Change, and Request for Information requirements.
- Strong communication skills and customer-service focus
- Excellent time-management skills
- Excellent writing and verbal communications skills.
- Ability to communicate and work directly with customers to identify and resolve technical issues.
- Ability to execute sound judgment and take initiative.
- Ability to work under pressure and manage multiple priorities.
- Desirable Education/Certifications
- Cisco Certified Network Associate (CCNA) or Cisco Meraki Network Associate (CMNA) required
- Cisco Certified Network Professional (CCNP) or Cisco Meraki Solutions Specialist (CMSS) preferred
- Cisco Certified Design Professional (CCDP)
- Cisco Certified Internetwork Expert (CCIE)
- Microsoft Certified: Azure Network Engineer Associate
- CompTIA Network+
- CompTIA Security+
- Working knowledge of load balancing, routers/routing protocols, firewalls, switches, and DNS.
- Bachelor's degree in business management, Computer Science, or equivalent work experience
Benefits
- 20 days of PTO
- 12+ paid holidays
- Flexible Sick Day Policy
- Paid Parental Leave
- Comprehensive Health, Disability Life, Dental and Vision Plans
- 401(K) discretionary match & retirement plans
- Continued education reimbursement
- On-going training & development opportunities
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