Network Support Specialist, Tier 2

Summary

New Era Technology offers:

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 28 PTO Days including company holidays

Primary Duties

The Network Engineer is responsible for the delivery of high-quality IT technical professional services to our clientele. These services may include consulting, on-site or remote troubleshooting, and support for clients with various network technologies, installation and integration, migration services.

• Customer Satisfaction through the delivery of world class Support Services.
• Optimizing productivity while assigned to customer tickets or projects.
• Ability to prioritize work through ticket and project status.
• Problem-solving and resolution of network issues and escalating where appropriate.
• Ticket Quality Control and Ticket Management.
• Customer Service including phone, video, and email communication.
• Occasional on-site to nearby customers (less than 5%).
• Occasional on-call responsibility/rotation.
• Participation in process improvement initiatives.
• Documentation skills for customer environments.

Competencies

• Outstanding capabilities to troubleshoot and correct network issues.
• Strong broad-based knowledge of Network hardware, Operating systems (client and server), networking products, connectivity, and cabling.
• Ability to communicate effectively and professionally with all customer contacts.
• Ability to provide clear written communication for ticket/project updates.
• Excellent verbal skills for customer interaction.
• Excellent documentation skills.
• Dedicated to always providing exceptional customer service.
• Proficiency in all aspects of the core technical requirements.
• Strong team collaboration skills.

Required Experience

• 5-7 years' experience as a Network Engineer.
• Troubleshoot, Analyze, and configure LANs, WANs, and wireless networks, including routers, switches, firewalls, VPNs, and access points in a variety of models and vendors.
• Proven experience with network capacity planning, network security principles, and general maintenance best practices.
• Participate in planning and execution of new and existing equipment hardware and firmware upgrades.
• Working technical knowledge of current network hardware, protocols, and internet standards, including routers, switches (layer 2/3), firewalls, remote access, MFA, DNS, BGP, OSPF, EIGRP, VLAN, and QoS.
• Strong background with Cisco (ASA and Meraki), Fortinet, and Sonic Wall.
• Excellent hardware troubleshooting experience.
• Fundamental knowledge of Network relationship to cyber security principles and practices.

PREFERRED CERTIFICATIONS/Skills

• Cisco CCNA required.
• Cisco CCNP preferred.
• Experience with multiple network technology stacks (Solar Winds and Auvik).
• Knowledge and experience in network virtualization technologies (Azure and AWS).
• Experience in MSP's with tools such as Connectwise or ITGlue is a bonus.
• Knowledge of VOIP systems is a bonus.

Expected Hours of Work

Full-time position working 40 hours per week. Overtime hours may be required.

Travel

Travel is required, but only occasionally, and is less than 10%.

Language Skills

English

Qualifications

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.