Network Services Engineer

Job Summary

Network Services Engineers are primarily responsible for providing escalated support to our clients calling in with network and systems support issues, as well as addressing issues generated by our monitoring systems. Routine tasks involve leveraging network diagnostic tools and employing a mastery of networking hardware to address client requests, troubleshoot issues through to resolution, deploy approved changes to infrastructures, and maintain necessary configuration and documentation standards—ensuring networks are secure and operating at their peak 24x7x365.

While Network Engineers primarily work on the “manage and maintain” aspect of client support, they also have the ability to promote infrastructure improvements and assist with client projects and assessments as needs arise. This role will report directly to our Service Delivery Manager.

• Understand the Landscape:
  Understand current client SLAs, parameters and delivery, keeping your eyes open for continuous delivery opportunities.
• Review & reference network topology, familiarize yourself with client specific requirements and processes – be acutely aware of the environments you manage.
• Stay abreast of changes performed by vendors and other teams that may affect delivery. Work closely with these teams on remediation should issues arise.
• Follow configuration standards to ensure client systems are following best practices.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
• On-board & Adjust for Additions:
  Perform managed services assigned tasks in relation to implementing additions and changes to client environments.
• Follow established procedures to capture required information, update documentation, and monitor/manage device and/or individual user.
• Create and complete approved change requests.
• Create reporting and metric tracking as it relates to the network infrastructure and the services we provide.
• Ensure complete up-to-date and comprehensive documentation of all networking hardware and software in client environments.
• Create Layer 1, 2, and 3 network diagrams as necessary for all client environments.
• Perform Root Cause Analysis on repetitive or major network-related issues to implement permanent resolutions.
• Improve customer service, perception, and satisfaction for MS clients.
• Work through a daily queue in Service Now that has been established through the dispatch process.
• Investigate issues and perform advanced network troubleshooting.
• Perform basic to intermediate systems troubleshooting.
• Maintain network devices:
  Manage configuration & patching; ensure configurations are backed up on a periodic basis; identify potential configuration improvement and optimization opportunities; leverage network monitoring and management tools to ensure network optimization and uptime.
• Communicate with customers: keep them informed of Incident and Request progress, notify them of impending changes or agreed outages.
• Develop process documentation for Level 1 Support to bring efficiency to Network Team operations.
• Update Service Now time entries and work notes in real-time.
• At times, participate in the proactive maintenance of networking systems.
• Mentor junior-level engineers, helping them to advance their technical aptitude and application; lend a helping hand and assist junior engineers when needed.
• Respond to escalation requests from lower-tier teams, taking ownership of assigned issues.
• Understand when you need to expand an issue to the next level; call attention to opportunities for improvement; identify and document patterns of escalation.

• Knowledge seeker:
  Extensive exposure to knowledge centers that qualify mastery of client-server networking and the alphabet soup of IT—DNS, WINS, DHCP, VPN. Ideally a four-year degree in a relevant field and vendor-level certifications such as Cisco CCNA, CCNP.
• At least 3 years of experience as a consummate support professional, ideally with a heavy focus on network management.
• Highly developed knowledge of productivity suites, mobile devices, switching, network firewalls,…