Systems Engineer - Tier II Network

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