Network Engineer

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 built on thoughtful business strategy, solutions architecture, technology deployment, and ongoing support – with a focus on delivering enterprise‑level resources to SMBs and the midmarket. We are committed to customer‑centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth.

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. Support centers on network issues following Impact’s incident, request, and change management processes. Candidates should have experience in IT support, ability to understand customer needs, and strong teamwork skills in a fast‑paced, dynamic environment.

The ideal candidate will analyze core and LAN/WAN systems, determine capacity, prepare reports, design and execute capacity and lifecycle augmentation projects, maintain network documentation, prepare business proposals, and identify root cause for core‑level crisis events with preventive actions.

• 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, 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
  • 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 mitigate them proactively
• 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
• Working knowledge of spanning tree and layer‑two switching concepts
• 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,…