Job Title: Network Engineer - Professional Services

Department: Services

Reports To: Director of Services

Job Summary

The Network Engineer works as part of a professional services team responsible for providing proactive IT infrastructure support and operations management across multiple IT infrastructure platforms (on-premises, private cloud, public cloud).

The role of the professional services team is to develop standards, best practices and deliver common IT operations management tasks consistently across a diverse client base, ensuring high quality service delivery and superior IT operations management for our clients.

The Network Engineer is a specialist in the network domain and has a broad, general knowledge of the systems domain.

The Network Engineer has a technical view across all clients simultaneously and is responsible to analyze reactive service metrics and identify areas of improvement for service delivery which will result in the reduction of reactive service requests and prevent issues from reoccurring.

The Network Engineer is the internal SME for technical tools, services and technologies and strives to automate manual work wherever possible within the service delivery areas. The Sr. Network Engineer must balance confidentiality, integrity and availability.

Essential Functions:

Network Management

Responsible for Network Administration and Security (Firewalls, Routers, Switches, Wireless Access Points, etc.)
Work with Professional Services and Security on network designs
Perform hardware replacement / upgrades
Perform scheduled upgrades as needed (Firmware, IOS updates / critical patches, blacklist IPs, etc.)
Maintain network documentation for all clients
Setup, configure and manage network monitoring and alerting
Responsible for network performance management, tuning and capacity planning
Ensure network equipment configurations are documented and backed up for all clients
Other duties as assigned

VoIP Phone System Management

Manage and maintain Cisco Webex and Call Manager VoIP phone systems
Perform VoIP phone systems patching and upgrades
Ensure systems configurations are documented and backed up for all clients

Tools Deployment, Configuration and Maintenance

Setup, configuration and management of network monitoring and alerting systems to ensure alerts are configured appropriately and distributed via email/ texting or phone, alerting all relevant parties.
Set up and review network monitoring Metrics and respond proactively, before symptoms appear
Manage and maintain other tools used to centrally maintain multiple infrastructure platforms
Network Tools training for other team members
Look at tools through the lens of efficiency, reduce complexity, clicks, time

Automation

Improve efficiency with automation and procedures
Develop and maintain automation routines and troubleshooting scripts to automate routine tasks such as Patch Management, bug fixes, security policies, etc.
Develop automated reports to provide metrics to other teams
Research and strive to further improve existing automation where possible.

Maintain Documentation for common tasks to provide consistent service delivery across all clients

Develop and maintain Standard Operating Procedures (SOPs) or playbook for basic operation of each facet of the network infrastructure
Maintain Documentation for network management tools and services
Maintain change management records

Perform daily, weekly and monthly maintenance, as needed to keep the IT infrastructure functional and prepared for various potential interruptions

Ensure device configuration are updates in ConnectWise and plan for expirations and end of support on all network devices
Make DNS changes
Routinely checks both service and pre-sales boards to ensure tickets are worked and follow-through until closed
Schedule and manage planned maintenance windows effectively communicating to all clients prior to, during and after the planned maintenance

Develop Subject Matter Expertise in network management and operational best practices.
Mentor others
Obtain and sustain necessary certifications for M.A. Polce to maintain partnership status with vendors.
Participate in the “After Hours On-Call Support” rotation
Works off-shift, nights, holidays and weekends as needed to support problem resolution or infrastructure upgrades
Demonstrates the ability to work efficiently and effectively without supervision.
Other duties as assigned

Required Qualifications:

BS in Information Systems Management, Computer Science, Cybersecurity or other Information Technology discipline or equivalent in experience
CCNA Certification
Minimum of 3 years’ experience in network management, TCP/IP fundamentals (DNS, FTP, SSH, ACL, VLAN, DMZ, BGP), Routing and Switching
Minimum of 1 years’ experience with IT Infrastructure Operations Management
Customer Service focused
Very detail oriented
Ability to work under stressful situations
Excellent oral and written communication skills, including the ability to interact effectively with customers, support staff, sales team, vendors and peers.
Excellent organizational skills with ability to team with others to develop and deploy projects and solutions.
Ability to obtain and maintain security clearances for our clients (if needed)
Hold a valid drivers’ license and be able to commute to client locations

Preferred Qualifications:

Experience managing network devices such as firewalls, routers, switches, wireless, etc. (Cisco, Meraki, Ubiquiti, etc.)
Experience with VoIP solutions (Cisco Webex, Cisco Call Manager, etc.)
Experience with CISCO Call Manager
Experience with network monitoring tools
Experience with NextGen Firewalls (NGFW)
Experience with Cisco Firepower

Desired certification/ Licensing:

Education:

BS in Information Systems Management, Computer Science, Cybersecurity or other Information Technology discipline or equivalent in experience

Other Requirements:

Successful Background Check

M.A. Polce

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