Position Summary:
The Network Engineer reports to the Director, Managed Services and supports management and monitoring tools for client environments including UCaaS/VoIP, Velocloud SD-WAN, Firewall, Switch, Route, Wireless, Microsoft Servers, and VMware environments. The Network Engineer will apply in-depth level of networking skills to solve common and complex technical issues with monitoring tools. By using detailed analysis, gathering business requirements, making recommendations, and by participating in the design and implementation of network monitoring solutions, this role supports customers’ technical needs while delivering exemplary customer service.
Importantly, the Network Engineer leads projects and is capable of resource and work scheduling of individual projects.
Key Responsibilities/ Duties:
· Administer and maintain network monitoring tool environments for LogicMonitor and PRTG, including integrations with other tools and vendors.· Identify opportunities to enhance monitoring capabilities and automation.· Develop and maintain dashboards, alerts, and reports tailored to operational and client needs.· Provide guidance & leadership to junior Network Analysts, Network Professionals and Systems Administrators.· Assist with Managed Services Operations Center requests and trouble tickets on an as needed basis or on a scheduled rotation basis· Provide support for customer networks across multiple technologies and vendors including Velocloud SD-WAN, Meraki, Cisco, Juniper, Fortinet, Microsoft, VMware, and more.· Collaborate with Professional Services teams and client support teams to design and implement network monitoring solutions in client environments.· Assess client infrastructure and monitoring requirements to develop tailored deployment strategies.· Assist in onboarding, configuration, and valiation of network monitoring implementations for new client.· Provide professional IT support to customers with a focus on customer service aimed at high renewal rates.· Manage internal and external client expectations.· Perform customer follow-up to verify final resolution and determine satisfaction level.· Ensure teams meet expectations of customer Service Level Agreements (SLA).· Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.· Drive problem investigations and resolution as required.
Knowledge, Skills, Abilities, and Behaviors:
· Excellent problem solving, troubleshooting, and debugging skills.· Excellent written and verbal communication skills.· Able to work within a customer oriented, positive team environment.· Strong interpersonal, oral, visual, and written communication skills for communications to technical and non-technical staff.
Education/ Experience:
· 7+ years of professional IT experience.· Hands on experience installing, upgrading, and maintaining UCaaS/VoIP products.· Hands on experience with Routers, Switches, Wireless and Firewall technologies.· Experience with SDWAN solutions is required.· Experience administering a LogicMonitor environment is required.· Experience developing custom LogicModules for automation and integration with LogicMonitor is preferred.· Experience with API integrations for network monitoring is preferred.· Familiarity with SNMP, WMI, NetFlow, and other monitoring protocols.
Certificatins:
· Networking, Microsoft, and VMWare certification preferred.
Physical Demands:
Sedentary Work – Exerts up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
