Senior Network Engineer

Built on service. Powered by people.

Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.

What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.

The TOC Senior Network Engineer 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. Responsibilities include monitoring, triaging, troubleshooting, collaborating with third-party vendors, and handling layer 1-3 incidents, change orders, and service requests with routers, switches, firewalls, load balancers, and DNS.

• 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

• 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 is required
• Working knowledge of spanning tree and layer two switching concepts is required
• Working knowledge of load balancing, routers/routing protocols, firewalls, switches, and DNS.
• Demonstrated experience:
• Enterprise network and firewall platforms, including Cisco, Fortinet (Forti Gate), Sonic Wall, and Palo Alto Networks
• ITIL and Service Management
• N-Able or similar RMM tools
• 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
• Desir…