Network Engineer

High Point Networks is a leading provider of information technology solutions in both SMB and enterprise-level markets, servicing customers from coast to coast. We specialize in anything that spans your network, data center, phone system and endpoints with a strong security focus across all things IT. Our Headquarters is in West Fargo, North Dakota with additional regional offices throughout the Midwest.

When you become part of our team, your career opportunities are endless. We offer our team members competitive compensation and world-class benefits. Our culture is easy to live, but hard to describe come see exactly what it means to be a part of High Point Networks.

Qualifications

JOB SUMMARY

The Network Engineer is responsible for proactively monitoring and maintaining network infrastructure across our SMART Firewall and SMART Network customer base.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Proactively monitor status, alerts, isolate issues, respond to anomalies, and initiate resolution
• White glove service and ownership of the customers wired and wireless network
• Monitor live alerts (connection lost, CPU Utilization, Packet Errors, etc)
• Respond to reactive service requests/tickets generated by customers
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
• Responsible for following the day-to-day organization of NOC policies and procedures
• Recognizes and recommends operational improvements to increase process performance
• Review firmware and get upgrades scheduled as needed
• Review customer configuration against best practices and make recommendations
• Active role in pre-sales and discovery
• Identify service improvements and additional value

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Maintain a world class customer service, perception, and satisfaction
• Ability to work within a team and communicate effectively
• Escalate service issues that cannot be completed within agreed service levels
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customers needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in PSA/ticketing system as it occurs
• Work through daily assignments that have been established through the dispatch process
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry

KNOWLEDGE, SKILLS, AND/OR ABILITIES REQUIRED

• Minimum of 3 years of experience configuring and administering wired and wireless environments (Fortinet, Aruba, Extreme, Palo Alto and SonicWALL experience is a plus)
• Managed Services experience; or experience managing multiple, complex environments
• Professional IT Certifications
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Self-motivated and responsible with satisfaction in superior customer service
• Ability to problem solve under pressure and maintain a high level of accuracy/detail
• Ability to multi-task and adapt to changes quickly
• Reliable and punctual; prepared and ready to assist customers at the start of your shift
• Technical awareness: Ability to match resources to technical issues appropriately
• Service awareness of key organizational IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details