Network Field Engineer

POSITION SUMMARY

This is an In Person position in Niantic, CT - The Network Engineer is to provide all onsite service and support needs for our clients. This role ensures infrastructure stability, enforces company standards, reduces recurring issues, and supports long-term technical maturity across assigned environments. This relates to ALL technology including: desktops, laptops, servers, printers, and vendor specific hardware and software. The Network Engineer is responsible for maintaining the design and integrity of the client network environment.

• Education / Certifications Relevant IT
  
  Certifications:
  
  Microsoft, Sonic
  
  WALL, CompTIA
• Bachelor or higher Degree in Information Technology, Communications or related fields desirable.
• Work Experience 3-5 years of cumulative and relevant technical experience preferably for an MSP.
• Skills or Abilities
• Positive communication habits (people skills, listening skills).
• Good written, verbal & phone skills.
• Ability to translate technical jargon into human terms.
• Patience, especially in tense situations.
• Eager and willing to help others.
• Ability to work on a team.
• Ability to multitask.
• Strong troubleshooting skills.
• Strong knowledge of Desktops, Servers, Mobile Devices, Active Directory, Microsoft Exchange, Office 365, cloud computing, databases, WAN, LAN, VPN, DHCP, DNS, TCP/IP, VOIP, Firewalls, and Switches.
• Knowledge of Connect Wise and similar applications a plus

The Network Engineer provides high level technical support for our Clients. This role ensures infrastructure stability, enforces company standards, reduces recurring issues, and supports long-term technical maturity across assigned environments. The following itemizes some of the specific functions and duties to be performed:

• Primary Technician to Clients
• Onsite and Remote(from our office) response to Service Tickets as assigned by Dispatcher in a timely manner.
• Ask questions to understand the nature of the reported issue.
• Provide technical support and resolve problems to the end user satisfaction.
• Install, modify, and repair software applications and hardware devices.
• Troubleshoot and resolve issues with LAN, WAN, Firewall, Server, and other related systems.
• Setup and configure mobile devices for users
• Answer general IT-related questions for end users
• Clear and concise documentation of all work performed as it occurs
• Maintain up to date system documentation of client environments
• Become the primary "go-to" person for assigned clients
• Work with the rest of the Operations team to support all clients
• Assume ownership of tickets escalated from Help Desk
• Ticket Escalation
• Work in concert with Dispatcher for tickets requiring additional time or resources above the budgeted or schedule time.
• Collaborate with other team members when appropriate to find solutions
• Other
  Ability to travel to client sites for up to 70% of the time and spend time in the office for remote work.
• Work on projects and take direction from management.
• Follow End of Day procedures
• Participation in the After Hours Tech On-Call Rotation
• Provide ad hoc support to entire Technical Team as needed.

In addition to the standard HR performance metrics, this position will be rated according to the following criteria:

• Technical Skills
• Client Satisfaction Results Report
• Communications Skills
• Peer Reviews
• Adherence to SOPs, Policies, and End of Day Procedures
• Annual Professional Development Goals

• Assigned environments demonstrate increasing stability.
• Repeat tickets decrease over time.
• Documentation is audit-ready and consistently maintained.
• Service Desk capability improves through mentorship.
• Technical standards are consistently enforced.