Managed Services Technology Engineer II
Description

Job Summary:


The Managed Services Network/Voice Engineer II is a core functionality position of our Technology team. This position is the front line for the company’s technical support and directly interacts with users and works in a swift and timely manner to resolve their issues.


Responsibilities:


• Practice strong client service to help foster and enhance our relationships with our clients.

• Benchmark, analyze, report on and make recommendations for the improvement and growth of the technology infrastructure, which includes desktop, network, server and voice systems.

• Maintain current knowledge of relevant technology and researches industry best practices.

• Gain and maintain certifications in assigned area of expertise.

• Work with the end users to resolve helpdesk tickets

• Act as an escalation point for technicians to resolve network and voice related issues

• Mitigate future issues by monitoring and proactively resolving issues before they reach a critical state.

• Participate in client onboarding and offboarding 

• With limited guidance from other project members, create and maintain moderate to complex networks for the benefit of internal and external clients.

• Assist in the development of technical network design documents.

• Under limited guidance of other project members, provide initial unit testing of all system changes with the goal of providing a stable production environment.

• Create knowledge articles related to issue resolution

• Help develop and maintain IT process and procedures

• Assist project team members in developing scope documents and project estimates.

• Communicate consistently and effectively with clients and business associates to build trust and create successful partnerships.

• Develop knowledge of internal and external clients’ business and help provide options to resolve issues or proactively advance organization forward.

• Complete assigned tasks in a timely manner, track hours and communicate status to project manager.

• Track all documentation and communications through Carrier Access IT, LC.’s tools

• Understand the impact of projects on both business and technology infrastructure

• Perform other tasks as needed and/or requested


Requirements

Desired Qualifications/Skills:

• Exceptional client service orientation.

• Thorough knowledge of network topologies and networking components including routers, switches, VPN Concentrators, and firewalls (hardware/software) 

• 5+ years’ experience supporting enterprise level Cisco network environments

• 3+ years of Unified Collaboration experience

• 3+ years’ experience supporting enterprise level Fortinet network environments a plus

• 3+ years’ experience supporting and administering Avaya or Cisco phone systems a plus.

• Experience administering UCCX and/or IP Office a plus

• Experience with deployment and support of Meraki devices

• Thorough understanding of TCP/IP, Subnetting, DNS, and DHCP 

• Experience troubleshooting basic cabling issues

• Strong technical knowledge of telecommunications, network and PC operating systems.

• Competence in diverse technology skills, including desktop support, network/server/voice

• infrastructure design/build/modification, business application management and LAN/WAN administration.

• Excellent verbal and written communication skills

• Ability to conduct and direct research into technical issues and products as required.

• Ability to present ideas in a business-friendly and user-friendly language.

• High level of self-motivation

• Keen attention to detail

• Preferred: CCNA/CCNP certifications

• Preferred: CMNO

• Preferred: ACS/AIPS Certifications

• Preferred: Fortinet NSE Certification

• Proven analytical, strategic thinking and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Ability to thrive in a culture of growth, change and continuous learning.

• On-call availability 

• Ability to travel

• Ability to work in an environment which may require: sitting for extended periods of time, dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components, occasional inspection of cables in floors and ceilings, lifting and transporting moderately heavy objects, such as computers and peripherals.