Position Summary:
As a Network Engineer Level II, you will be a key contributor to the technical success of our clients, providing advanced technical support and solutions. This role involves a higher level of responsibility, including troubleshooting complex issues, implementing solutions, and collaborating with both clients and internal teams.
Key Duties and Responsibilities:
- Provide advanced technical support to clients, addressing complex hardware, software, and network issues.
- Troubleshoot and resolve escalated incidents and service requests efficiently.
- Reporting to a client site for support when needed.
- Take a lead role in monitoring and managing client IT infrastructure, ensuring optimal performance and reliability.
- Implement and oversee routine maintenance tasks, updates, and system optimizations.
- Lead efforts in resolving challenging IT incidents, documenting root causes, and implementing preventive measures.
- Mentor and guide Level I engineers in troubleshooting and resolution processes.
- Contribute to the planning and execution of IT projects, such as system upgrades, migrations, and implementations.
- Maintain comprehensive documentation of client environments, configurations, and support procedures.
- Actively contribute to the development of the knowledge base and training materials.
- Collaborate directly with clients to understand their technical needs and provide proactive solutions.
- Communicate effectively with clients, providing status updates, technical information, and recommendations.
- Perform any additional job duties as requested by management to contribute to the overall success of the organization.
Requirements
Required Skills and Abilities for Network Engineer Tier 2
- Proven hands-on network engineering experience
- Advanced knowledge of routing, switching, Firewalls and Wireless technologies
- Deep understanding of networking protocols
- Solid understanding of OSI or TCP/IP model
- Experience with network diagnostic, monitoring, and analysis tools - 3 +years
- Working knowledge of network operating systems (Cisco IOS, Juniper JUNOS, etc.)
- Hands-on experience with hardware (e.g., Cisco, Fortinet, SonicWall, Meraki and Fortinet) and network cabling installation 3 +years
- Ability to work independently and as part of a team
- Strong problem-solving skills and attention to detail
- Excellent communication and documentation skills
- Ability to manage multiple clients and prioritize tasks effectively
Education and Experience:
- 3+ years' experience in a technical support role, preferably in a Managed Service Provider environment
- Relevant certifications (e.g., CCNA, CCNP, JNCIA, etc.) - Desirable
- Experience with troubleshooting complex hardware, software, and network issues.
- Familiarity with virtualization technologies (VMware, Hyper-V) and cloud computing platforms (AWS, Azure).