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 Network Engineer will be part of Impact Networking’s Managed IT 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 level 2-4 incidents, infrastructure changes, and service requests with routers, switches, firewalls, load balancers, DNS, and other networking technologies.

The ideal candidate will be expected to:
Analyze and adjust Core and LAN/WAN systems to maintain and improve network capacity, security, and performance;
Prepare reports communicating available capacity to stakeholders;
Design and execute capacity and life‑cycle augmentation projects;
Maintain and update network documentation and diagrams;
Identify root cause for core level crisis events and provide potential short/long term preventive actions in a timely manner using retroactive, reactive, and proactive means;
Plan and implement network changes to support our clients.

• Provide world‑class customer support and technical assistance 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 by learning alert management platforms, verifying alert validity, following documented troubleshooting procedures, and escalating complex or recurring issues appropriately.

• Follow outlined procedures for customer notification, ticket updates, assignment, escalation, and closure.

• Provide a professional technical interface with customers, internal teams, and vendors.

• Review network requirements and engineering concerns associated with customer requests such as equipment configuration, operational impact, and risk

• Plan, document, and accurately perform network configuration changes in response to client issues and requests

• Perform root cause analysis on network problems

• Review logs and performance reports for emerging problems and initiate preventive action

• Act as a technical escalation point for peers and other internal teams

• Follow outlined procedures for customer notification, ticket updates, assignment, escalation, and closure.

• Provide a technical engineering interface with customers, internal teams, and vendors.

• Document technical work and track time in Halo PSA. Contribute notes, timelines, troubleshooting evidence, resolutions, and operational procedures clearly and accurately.

• Create and maintain documentation and network diagrams in IT Glue, Halo PSA, and other platforms to strengthen client support, document resolution methods, and share key information.

• Be an excellent communicator. Keep users informed of their ticket status. Provide clear, concise customer communications that express empathy and ownership without technical jargon.

• Build a base familiarity with the client base (customer intimacy)

• Maintain technical expertise and required industry certifications and stay current with new and emerging networking technologies

• Serve in scheduled after‑hours, on‑call rotations, providing timely response and resolution…