Senior Network Engineer

About the role

As the TOC Senior Network Engineer, you will be part of the Impact Networking MIT organization under Service Operations. This role involves customer support for network issues following Impact’s incident, request, and change management processes. You will monitor, triage, troubleshoot, collaborate with third-party vendors, and handle layer 1-3 incidents, change orders, and service requests involving routers, switches, firewalls, load balancers, and DNS.

Responsibilities

• Provide world-class customer support and technical expertise for Impact Networking customer environments
• Manage network incidents through to service restoration, resolution, and closure
• Engage customers, additional internal teams, and external vendors as required
• 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 and escalation
• Provide a technical network interface with customers
• Review network requirements and engineering concerns associated with customer requests such as equipment configuration and operational impact
• Perform network configuration changes in response to client issues
• Perform root cause analysis on network problems
• Identify chronic problems and take action to identify and resolve the root causes
• Review logs and performance reports for emerging problems and initiate preventive action
• Build a base familiarity with the client base (customer intimacy)
• Act as a technical training resource and escalation point for peers and other internal teams
• Maintain technical expertise and required industry certifications and stay current with new and emerging networking technologies
• Create, update, and maintain technical documentation and network diagrams for managed client systems

Requirements

• 5+ years of industry experience in a production support role for an enterprise or managed service provider (MSP) environment
• Solid operational support experience and technical troubleshooting skills
• Working knowledge of routing protocols including BGP4, OSPF, ISIS and knowledge of the Internet concepts and routing architectures
• Working knowledge of spanning tree and layer two switching concepts
• Working knowledge of load balancing, routers/routing protocols, firewalls, switches, and DNS
• Demonstrated experience with enterprise network and firewall platforms, including Cisco, Fortinet (FortiGate), SonicWall, and Palo Alto Networks
• ITIL and Service Management experience
• Experience with N-Able or similar RMM tools
• Knowledge of HaloPSA Platform (preferred)
• Proficiency with documentation management platforms
• 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

Qualifications

• Desirable certifications:
  • Cisco Certified Network Associate (CCNA) or Cisco Certified Networking Professional (CCNP) (preferred)
  • Microsoft Certified: Azure Network Engineer Associate
  • CompTIA Network+, CompTIA Security+
• Bachelor’s degree in business management, Computer Science, or equivalent work experience

What Drives Impact

Behaviors define what our core values look like in action. Leaders are expected to model them; teams are expected to live them:

• Innovation: We embrace change because innovation lives outside the comfort zone.
• Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.
• Honesty: We are fiercely transparent and consistently honest.
• Fun: We fuel work with fun, knowing life's too short for boring.
• Low Ego: We champion ideas over titles, because brilliance knows no rank.
• One Team: We win as a team, we lose as a team, we are one team.

Pay

Compensation Range: $105,000 - $125,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs. Impact may offer applicable incentive compensation plans depending on role and/or department.

Benefits

• 5-year Tiffany & Co. Gift Card or Custom Menswear, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards
• Up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave
• Development and growth opportunities with on-going training & continued education reimbursement
• 401(K) & retirement plans with complimentary financial advisory services
• Comprehensive health, disability, life, dental, and vision plans

For full benefit information, visit https://www.impactmybiz.com/careers/#benefits.