Summary:
The Network Engineer role is responsible for network analysis and design, technology support and client support. The resource will be required to provide top level support for any network issues ranging from implementation of new networks, troubleshooting outages for local and remote networks. Additional responsibilities include handling escalation support and service requests related to all supported technology including but not limited to: firewalls, routers, switches, security, wireless and other connected systems
Essential Duties & Responsibilities:
- Aims to deliver the highest levels of Customer Service and Satisfaction
- Aligns with CMA’s four core values of Trust, Excellence, Commitment and Helpfulness
- Technical support for networking such as: WAN and LAN connectivity, routers, firewalls, wireless and security.
- Remote access solution implementation and support such as VPN/ZTNA
- Understanding of DNS/DHCP
- Ability to work with vendor support to resolve client issues
- Experience with Command Line Interfaces to manage systems
- IT Support relating to technical issues involving networks that support core business applications and operating systems.
- Respond to and resolve alerts and tickets generated from the monitoring system and/or customer requests in a timely fashion.
- Maintain accurate time and records in all service tickets as performed.
- Maintain system configuration information within ticketing system and ensure it is attached to relevant tickets.
- Communicate with customers as needed regarding ticket progress, changes or agreed outages.
- Escalate service requests that require engineer level support in a timely fashion to prevent breech of SLA.
- Work with all team members to implement and improve Company best practices.
- Utilize central management tools to resolve customer issues with minimal customer impact.
- Get new clients on-boarded and documented in our systems.
Scope:
- Perform fast turnaround of customer requests.
- Perform network administrative duties on-site and remote.
- Communicate effectively with the customer regarding issues and potential problems.
- Report to management potential problems with customer’s computers, configurations and/or environment.
Experience Level:
- S. Degree, Computer Science, Engineering or equivalent education or training desired
- 3-5 years of relevant experience as a network engineer including phone, remote support, and hands on
- Excellent verbal and written communication skills
- Strong working knowledge of networking standards
- Excellent Customer Service Skills
- Advanced troubleshooting skills
- Experience installing/configuring routers, switches, Access Points, VPNs, firewalls (Fortinet, Palo Alto, Cisco, Aruba, Juniper)
Certifications:
Actively working on one relevant certification track:
- Security+/ Network+/ CCNA/CCNP/JNCIA
- Fortinet, Palo Alto, Cisco
Please contact info@cmaontheweb.com to submit your resume or with any questions, comments, or concerns that you may have. Thank you!