Sr. Network Engineer (Tier 2)

About The Role The Network Engineer is a technical role that is responsible for the implementation, support, maintenance, and optimization of our customers network infrastructure in vendor neutral environments. The Network Engineer also provides Tier 2 escalation support for our Associate Network Engineer and Network Operations Center (NOC) team for customer network issues and outages. The Network Engineer works to resolve customer issues directly or in partnership with vendors, channels, and Field Services team. This role utilizes documented customer procedures, ITIL best practices, technical skillsets, and soft skills in order to provide an excellent customer experience through network issue resolution as well as network configuration activities.

What You Will Do

Provide issue escalation support for NOC team and Associate Network Engineers for critical incidents and problem management activities including fault isolation, troubleshooting, and resolution support for critical customer service interruptions.

Gather necessary information to understand current network issues, work to diagnose, drive issues to resolution and identify root cause of problems; escape to Tier 3 Principal Network Engineers if unable to resolve.

Complete service requests, network implementations, migrations, and other change management engineering activities.

Identify opportunities for Continual Service Improvement (CSI) to make environment more secure, efficient, and optimized for cost and performance.

Document customer issues, communications, steps taken to resolve, and current status through ServiceNow.

Lead the resolution of highly complex issues escalated by Network Engineering team; proactively identify problems before they occur.

Documents and follows standard processes and procedures including change management processes, escalation processes, notification processes, ticket documentation, and customer issue resolution processes.

Act as a technical mentor to NOC, Associate Network Engineers and peers.

Provide on-call support for Tier 2 technical issues.

What Qualifies You

Highly advanced technical experience in network design, route distribution, firewall configuration, data center infrastructure of the most complex customer networks across enterprise environments.

Highly organized with the ability to execute on multiple technical tasks simultaneously.

5-plus years experience working in a technical environment as a Network Engineer.

Demonstrated aptitude as a network engineer in a Managed Services or hosted environment.

Certifications : CCNP or equivalent certifications required; multiple CCNP or equivalent experience preferred.

Self-starter! Uses an appropriate sense of urgency and has capability of resolving complex technical problems and requests both independently and collaboratively with a team.

Willingness and desire to continue advancing technical expertise through collaboration with fellow Engineers and Architects in pursuit of technical certifications.

Ability to educate, train, and mentor others on Network technologies.

Possess strong written, verbal, and presentation communication skills.

Ability to follow, document, and author standard processes and procedures.

Ability to stay calm under pressure in a fast-paced environment, maintain a positive attitude, and quickly adapt to changing priorities and new technologies.

Ability to work assigned shift and on call rotation.

Deep understanding of ITIL operational framework through attainment of ITIL v4 Foundation certification or equivalent industry experience.

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