Network Engineer

About the role

The TOC Network Engineer will be part of Impact Networking’s Managed IT organization under Service Operations. This role involves customer support for network issues following Impact’s incident, request, and change management processes. Responsibilities include monitoring, triaging, troubleshooting, collaborating with third‑party vendors, and handling level 2‑4 incidents, infrastructure changes, and service requests with routers, switches, firewalls, load balancers, DNS, and other networking technologies.

Responsibilities

• Provide world‑class customer support and technical assistance for Impact Networking customer environments.
• Manage network incidents through to service restoration, resolution, and closure; engage customers, internal teams, and external vendors as required.
• Monitor customer and core infrastructure using alert management platforms, verify alert validity, follow documented troubleshooting procedures, and appropriately escalate complex or recurring issues.
• Follow outlined procedures for customer notification, ticket updates, assignment, escalation, and closure.
• Serve as a professional technical interface with customers, internal teams, and vendors.
• Review network requirements and engineering concerns associated with customer requests such as equipment configuration, operational impact, and risk.
• Plan, document, and accurately perform network configuration changes in response to client issues and requests.
• Perform root‑cause analysis on network problems and review logs and performance reports for emerging issues, initiating preventive action.
• Act as a technical escalation point for peers and other internal teams.
• Document technical work and track time in Halo PSA, contributing notes, timelines, troubleshooting evidence, resolutions, and operational procedures.
• Create and maintain documentation and network diagrams in IT Glue, Halo PSA, and other platforms to strengthen client support and share key information.
• Communicate clearly with users about ticket status, providing concise, empathetic updates without technical jargon.
• Develop familiarity with the client base (customer intimacy) and maintain technical expertise and required industry certifications.
• Participate in scheduled after‑hours on‑call rotations, providing timely response and resolution for urgent client incidents and service disruptions.

Qualifications & Experience

• Solid operational support experience with advanced troubleshooting across Layer 2/3 environments, TCP/IP (IPv4/IPv6), VLANs, subnetting, WANs, VPNs, WLANs, firewalls, and network security practices.
• Proficiency with switch, router, and firewall management on platforms such as Cisco, Meraki, Aruba, including load balancing, high availability, QoS, network segmentation, DNS, DHCP, NAT, NTP, and related protocols.
• Experience with network performance analysis, capacity planning, change management, ISP/vendor coordination, configuration backup/restoration, major incident response, and escalation management.
• Skilled in cloud networking integration (Azure/hybrid), network automation (PowerShell, Python, APIs), technical documentation, and network diagram creation.
• Familiarity with network monitoring and management tools (N‑able RMM, Halo PSA), documentation platforms, and ITIL/service management processes.
• Excellent communication, time‑management, organizational, and customer‑service skills; ability to manage multiple priorities under pressure.
• Bachelor’s degree in Business Management, Computer Science, Information Technology, or equivalent work experience preferred.
• Relevant certifications such as CCNA, CMNA, Microsoft Azure Network Engineer Associate, CompTIA Network+, and CompTIA Security+ are desirable.

What Drives Impact (Core Values)

• Innovation: Embrace change because innovation lives outside the comfort zone.
• Passion: Driven by purpose, fueled by passion, and obsessed with making an impact.
• Honesty: Fiercely transparent and consistently honest.
• Fun: Fuel work with fun, knowing life’s too short for boring.
• Low Ego: Champion ideas over titles; brilliance knows no rank.
• One Team: Win as a team, lose as a team, we are one team.

Compensation

Compensation packages are based on factors such as skillset, experience, training, licensures, certifications, and organizational needs. Impact may offer applicable incentive compensation plans depending on role and department. The advertised salary range for this position is $75,000 – $96,000. Full details will be discussed with a Talent Acquisition team member during the interview process.

Benefits

• 5‑year Tiffany & Co. gift card or custom menswear, 10‑year custom Rolex, 20‑year $20,000 check incentive rewards.
• Valuable time off: up to 20 days PTO, 7 paid sick days, 12+ paid holidays, and paid parental leave.
• Development and growth opportunities with ongoing training and continued‑education reimbursement.
• 401(k) & retirement plans with complimentary financial advisory services.
• Comprehensive health, disability, life, dental, and vision plans.

Work Authorization & Immigration

Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in select cases based on business need, cost, workforce planning, and applicable government requirements, but Impact does not guarantee sponsorship for any visa category and may decline certain petitions. Certain positions may require compliance with U.S. export control laws (ITAR, EAR) and may require individuals to qualify as a “U.S. Person” or obtain necessary government authorizations.