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 handle monitoring, triaging, troubleshooting, collaborating with third-party vendors, and managing 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.
• Monitor customer and core infrastructure, 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, reviewing 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 and identify chronic issues to resolve 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, staying 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 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), 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.

Benefits

• 5-year Tiffany & Co. Gift Card or Custom Menswear, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards.
• Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave.
• Development and growth opportunities with ongoing 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.

Pay

Compensation Range: $105K - $125K. Actual compensation packages are based on several factors unique to each candidate, including skillset, experience, training, licensures and/or certifications, and other organizational needs. Impact may offer applicable incentive compensation plans depending on role and/or department.

Work Authorization

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. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements.