Network Escalation Engineer

SUMMARY

The Network Escalation Engineer is responsible for providing quality services and

solutions to our clients while maintaining a high level of client satisfaction.

You will provide remote technical support, troubleshooting, and administration

to company clients focused on the technology category of network

infrastructure.

JOB RESPONSIBILITIES

• Provide technical

  support, remote help desk services, and consultative recommendations to

  billable and non-billable Company clients focused on the following networking

  technologies: firewalls; routers; switches; access points.

• Troubleshoot networks

  to correct malfunctions and other operational problems.

• Act as a mentor and

  technical support advisor for team by assisting with escalated issues. Provide

  troubleshooting, coaching, and training for team members to enhance their

  ability to handle similar situations in the future.

• Perform network

  maintenance tasks such as firmware and code upgrades, as well as

  reconfigurations of network devices to align with best practices.

• Identify reoccurring

  issues in client’s environment and proactively provide recommendations to

  improve efficiency, performance, and reliability of client’s network.

• Accurately maintain

  documentation and comply with service administrative procedures, ticket

  updates, time entries and timesheets.

• Perform network

  assessments.

• Make recommendations

  on the configurations of network management software and the software platforms

  administered through the managed services NOC.

• Stay up to date with

  relevant state-of-the-art technology, equipment, and/or systems.

• Function

  collaboratively as part of a fast-paced, client-oriented team.

• Maintain support desk

  expectations of time entry details and communication standards.

• Participate after

  hours work as required.

• Attend required

  company and department meetings.

• Act in accordance with

  Company policies and procedures as set forth in the Employee Handbook.

• Perform other related

  duties as assigned.

QUALIFICATIONS

• Bachelor’s degree and

  four years of relevant experience; or equivalent combination of education and

  experience.

• Previous MSP

  experience preferred.

• Current high level industry recognized

  certifications including one or more of the following: CCNA, CCNP.

• Solid understanding of

  network technologies and the OSI model.

• Proven experience in

  effective network troubleshooting.

• Proficiency with

  network diagnostic, management, and diagram tools.

• Communication - Must

  possess strong communication skills in working with technical and non-technical

  people, and the ability to develop and maintain collaborative relations among

  all levels of an organization.

• Commitment - This is

  needed to see a project or task from start to finish. Showing that you are a

  hard worker and committed to your job and improving yourself shows you can take

  something on and finish it.

• Initiative - Being

  able to demonstrate that you can handle problems on your own and deal with

  them. Not waiting to be told what to do when you see a problem. If you can’t

  solve it yourself, go find someone who can.

• Confidence - When you

  are assured of your own ability, it shows. You may however need assistance for

  the tough situations that can arise.

• Teamwork - The ability

  to work with others on a combined task, make contributions to the task, and

  share the responsibility of the outcome.

• Time Management - Your

  ability to prioritize several tasks and keep them running simultaneously

  (multitasking). Also being able to recognize and respond to changing priorities

  in order to meet deadlines.

• Enthusiasm - You need

  to be able to motivate yourself.

• Flexibility - Adapt to

  changes in the work environment. Change approach or method to best fit the

  situation.