The Systems Engineer – Tier II Network monitors, documents, and manages customers' local and wide area networks to ensure maximum uptime for network users.
The Systems Engineer – Tier II Network is a key member of our service desk and supports LAN/WAN service requests from managed service customers. The Systems Engineer – Tier II Network resolves escalations from the first-tier support team, performs standardized proactive and preventative maintenance tasks within customer environments, maintains customer documentation and knowledge base input, and adheres to change control and ITSM-based internal procedures.
Primary Duties and Responsibilities:
- Configure firewalls, routing, and switching to maximize customers' network efficiency and security
- Maximize customers' network performance through ongoing monitoring and troubleshooting
- Resolve network-related service requests with a higher designation than workstation or "quick-tix," providing support desk services and incident management for the local and wide area networks of Emerge managed service customers
- Resolve customer network service requests, including routers, proxy servers, switches, WAN accelerators, DNS, and DHCP
- Resolve network-related monitoring and alerting incidents generated by Emerge RMM tools
- Apply technical skills to directly contribute to customer support engagements
- Be a key contributor in the development and evolution of Emerge's continuous improvement methodologies for process improvement
- Continuous self-study to stay ahead of the latest technology advancements
- Consistently demonstrate the company's values
- Improve NPS (Net Promoter Score), CSAT (Customer Satisfaction), or other customer-focused metrics
- Drive quality and consistency
- Achieve key performance metrics, including consumer satisfaction, quality, and compliance
- Report network status to customers and key stakeholders
Required Skills/Abilities:
· Proven ability to configure and support:
o Cisco route/switch IOS
o Cisco ASA firewalls IOS
o Cisco security software (FirePOWER management center, IPS, AMP for Network, AMP for endpoint)
o VPN and Anyconnect VPN
o Cisco Web Security Appliance (WSA) and Cisco Email Security Appliance (ESA)
o Meraki cloud-managed switches and security devices
· Proven ability to work independently and employ effective time management skills to organize and handle multiple highly visible priorities, projects, and products simultaneously
· Professional and proactive work ethic
· A customer-focused and positive attitude
· Strong drive for results
· Ability to collaborate with cross-functional teams
· Ability to communicate clearly and with contagious enthusiasm
· Working knowledge of products and services related to specific practice area
· Excellent analytical and problem-solving skills
· Able to relay technical information to both technical and non-technical personnel
· Excellent listening skills
Education and Experience:
· Bachelor's degree in a technology-related field or equivalent experience
· Minimum of 2 years’ experience in a network engineering role within a managed services provider role, administering multiple environments using standard operating processes and procedures and maintaining diligent time detail records for billing purposes
· Cisco CCNA route/switch or security strongly desired
· Experience working remotely with end customers and gaining remote access to their environments for support
Physical Requirements:
· Prolonged periods of sitting at a desk and working on a computer
· Must be able to lift 15 pounds at times