The Network Engineer works as a member of the Escalations Team within the Reactive Services division to provide support services to clients. The position is highly client-facing both in-person and via phone and as such requires outstanding communication and client service skills. The Network Engineer resolves network problem tickets, performs assigned project duties, and assists Remote and Field staff as needed.

Network Engineer team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.

Essential Duties & Responsibilities

Client Service

• Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner
• Perform all duties with the goal of building and maintaining long-term client/vendor relationships
• Maintain exceptional client service, understanding client satisfaction and perception

IT Service and Support Functions

• Implementation and support services for clients’ network infrastructure 
• Provide technical assistance to Reactive Service Delivery Team members with system and network requests
• Provide advanced IT WAN and LAN support relating the technical issues involving client’s network infrastructure
• Provide remote access solution support via VPN, terminal services, and Citrix
• Administer hosted and cloud solutions for clients using technologies that meet their business requirements
• Acquire specific knowledge of the client and how IT relates to their business
• Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
• Participate in after-hours On Call rotation
• Perform other related duties as assigned

Documentation, Reporting and SLA’s

• Identify clients’ needs and report to vCIO or Service Manager
• Update documentation for client configurations or processes

• Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
• Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
• Close tickets within 7 business days unless issue requires further delay as notated on the ticket

Professional Development

• Routinely take self-paced training in technologies relevant to the team
• Obtain industry certifications on a consistent basis

Administrative

• Enter all notes and time worked on the appropriate service ticket
• Enter time worked on each ticket daily
• Schedule service delivery via the scheduling calendar in ticketing system

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.

Technical Skills

• Cisco routing and switching
• Configuring network settings on switches, routers, and firewalls
• Deploying Cisco networks utilizing industry best practices
• Cisco wireless configurations
• Cisco security
• Experience in WAN/LAN and transport technologies

Education and/or Experience

• College or Technical degree OR 3 years of Cisco support experience 
• CCNP level or equivalent skill and experience
• CCIE level or equivalent skill and experience

Language Skills 

• Ability to communicate professionally, in English, both written and orally
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Certificates, Licenses, Registrations 

• Valid Driver’s License

Physical Demands

• Regularly required to use hands to operate computer keyboard and telephone

• Occasionally needs to lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, and ability to adjust focus

Commitment Limitations

• May not make a non-budgeted expenditure or commitment of the Company in excess of $500.00 without approval from Escalations Lead
• May not enter into any contractual arrangements with a client

Business Behavior / Anti-Trust

• Do not discuss proprietary information (Company’s or client’s) or business in general outside of work requirement
• Do not discuss company prices or terms of sale unless with client in act of performing job
• May not divulge any confidential personnel/corporate policy including discussion of performance reviews or salary
• Will not engage in unprofessional conduct