Tier 2 Network Engineer, End User Support
About the role
Magna5 is seeking a skilled Network Engineer to join our fully remote team, with a focus on bolstering our managed services support. As a Network Engineer, you will work alongside our engineering team to solve problems for our diverse customer base. Your contributions as part of the Tier 3 engineering team will set an example for lower Tiers in knowledge, experience, and leadership.
Responsibilities
- Responding to customer support requests with professionalism and promptness through incident tickets, phone calls, and email
- Collaborating with team members to solve problems and maintain quality customer service skills in all forms of communication
- Documenting resolutions and building knowledge base articles
- Taking a proactive approach to incidents to decrease reoccurring issues and troubleshoot advanced problems with a high-level overview of client environments
- Engaging in continued certification training to improve their skillset
- Participating in internal projects and designs
- Willingness to certify and maintain relevant certifications for vendor partnership levels
- Willingness to participate in an on-call rotation and track time, activity, and communication through Magna5's suite of applications
Schedule
This position is primarily business hours (Monday-Friday 8am – 5pm EST) with occasional after-hours work for incident troubleshooting or project work. All engineers are part of an on-call rotation and may be escalated issues off hours.
Requirements
- Minimum of 6 years' experience administering/supporting networking technologies
- Possession of an associate or bachelor's degree in Information Technology or relevant work experience
- Ability to work in a team environment and support multiple customer issues at a time while prioritizing workload based on the severity of requests
- Strong curiosity and enjoyment of learning new technology
- A strong work ethic and a desire to set an example for others
- MSP or professional service experience is a bonus
- Experience designing and implementing a network topology, including strong fundamental knowledge and experience with switches and routers, understanding of firewall functions such as NAT/PAT and VPN, and experience with EIGRP/OSPF/BGP, MPLS/VPLS
- Understanding and working knowledge of Radius/LDAP/802.1x and Spanning-Tree and Port-Channels
- Experience with any High Availability concepts: HSRP/VRRP, A/A, and A/P
- An understanding of SD-WAN, QoS, and Traffic Shaping
- The ability to design detailed network drawings
Certification Expectations
Relevant networking certification or the willingness to obtain a credential is strongly preferred, including: Cisco Certified Network Professional (CCNA), Fortinet Network Security4 (NSE4), Palo Alto Networks Certified Network Security Associate (PCNSA), Azure or AWS Networking Certifications.
Benefits
- Extensive paid time off including paid holidays and float holidays
- Highly competitive and flexible medical, dental, and vision benefits plans to suit your needs
- 401(k) with generous employer match
- Tailored Life and Disability insurance plans
- Full reimbursement for approved professional certification and career enriching opportunities
- Monthly mobile phone plan and internet service stipend