Network Engineer

Impact is a leading national managed services provider, specializing in IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support – with a driving focus to bring enterprise-level resources to the SMB and midmarket. We are committed to customer‑centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth.

Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do.

The TOC Network Engineer will be part of the Impact Networking MIT organization under Service Operations and will provide world‑class customer support and technical expertise for Impact Networking customer environments. Customer support will center around network issues following Impact’s incident, request, and change management processes. Experience in IT support, effective team participation, as well as a demonstrated ability to understand customer needs, drive business practices, and work collaboratively in a fast‑paced, dynamic environment where customer service skills are utilized daily are expected.

• 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
• Handle layer 1‑3 incidents, change orders, and service requests with routers, switches, firewalls, load balancers, and DNS
• 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, escalation, and technical network interfaces, building familiarity with the client base (customer intimacy)
• Review network requirements and engineering concerns associated with customer requests such as equipment configuration, and operational impact
• Perform network configuration changes, root cause analyses, and proactive measures to address chronic and emerging network problems
• Act as a technical training resource and escalation point for peers and internal teams while maintaining accurate technical documentation and network diagrams
• Review logs and performance reports to identify potential problems and take proactive measures to mitigate them
• Maintain technical expertise and required industry certifications and stay current with new and emerging networking technologies

• Minimum of 3 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 is required
• Working knowledge of spanning tree and layer two switching concepts is required
• Demonstrated experience:
• ITIL and Service Management, preferred
• Experience with N‑Able RMM, preferred
• Knowledge of HaloPSA Platform, preferred
• Proficiency with documentation management platforms
• Must have 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
• Desirable Education/Certifications
• Cisco Certified Network Associate (CCNA) or Cisco Meraki Network Associate (CMNA) preferred
• Microsoft Certified:
  Azure Network Engineer Associate
• CompTIA Network+
• CompTIA Security+
• Working knowledge of load balancing, routers/routing protocols, firewalls, switches,…