About the role: As a Network Engineer – Tier 2 in the Dataprise NOC, you will be the first technical escalation point of business-impacting problems that arise in our customers' environments. Fast, effective, and courteous service is the lifeblood of our organization, and this position requires nothing less. Your technical acumen will be challenged daily. Quick thinkers who can make decisions on their feet will be successful in this job.
What You'll Do: Work with a team of like-minded professionals to monitor customer ticket queues and triage tickets that need immediate attention. We service customers as small as 10 users, up to multi-national enterprises.Remain cognizant of customer service-level agreements, and strive to meet or exceed them on a regular basisBecome the owner of your tickets by digging in to solve the problem, or escalate to a higher technical tier when appropriate.Identifying and troubleshooting reoccurring platform issues and engaging with senior engineering team for resolution as needed.Advocate for each customer problem, keeping their business at the forefront of your troubleshooting process.Participate in Incident Management by providing situational reports (sitreps) via ticket updates and/or customer-facing communications.Responsible for proactive and reactive Incident Response as a result of network, system or service anomalies.Provide top-notch technical support in areas of Networking subject-matter expertise.Monitoring and working with various network management tools.Troubleshoot networking, routing, and interconnectivity issues, including troubleshooting of network device configuration.Identify and drive opportunities to automate repeatable networking tasks including through creation and maintenance of scripts and tools.Quickly assess an issue and form an understanding of the root cause in unfamiliar technical environments and technologies.Commit to professional growth and development by maintaining and/or obtaining new industry specific certifications.Participate in recurring after-hours on call rotations. What Skills & Experience You'll Need: A curious dispositionStrong written and oral communication skillsStrong documentation and reporting skillsAdaptability and flexibilityA commitment to providing exemplary customer serviceA commanding grasp of the OSI model, and the ability to differentiate layers 1-4, including functional examples in each layerLayer 2 & 3 switching, VLANs, 802.1Q, and Static IP routing experienceThe ability to review, assess, and modify basic firewall rulesExperience with static site-to-site and end-user VPN technologies, handling carrier/ISP interactions, and enterprise class carrier/ISP technologies such SDWAN, private circuits, metro WAN, dedicated internet, MPLSAt least one, if not more, of these industry certifications: CCNA, CCNP, JNCIA-JUNOS, DCA. Preferred Qualifications: Experience with public cloud networking (I.e. Azure, AWS, Google Cloud)Experience working in IT enterprises that use industry frameworks such as ITIL, COBIT, or MOFExperience with any of the following tools: SolarWinds N-central, Kaseya VSA, SolarWinds Network Performance Monitor, WiresharkCertifications: Azure Administrator Associate, AWS Certified SysOps Administrator – AssociateA Bachelor's Degree in a related field.
