About the role
The Network Engineer will report to the Technical Services Manager and is responsible for assessing incoming support requests and addressing them with minimal oversight. The candidate must be comfortable working in a fast-paced environment that is goal-oriented and emphasizes accountability for delivering results. The position will require someone who can multitasking, is an efficient out-of-the-box thinker, and looking to actively add to their network knowledge. Our Network Engineers must be highly proficient with Ruckus Wireless network systems (including SmartZone wireless controllers and Unleashed wireless access points), Ruckus/Brocade ICX switches, FortiGate and Sophos Firewalls.
JOB DUTIES:
Open tickets and diagnose Tier 1/2 technical support issues with remote clients’ networks
Program/provision AN Core solutions for deployment at remote sites
Provide and maintain thorough documentation of client systems
Perform firmware updates on remote client systems
Create and manage client contacts/accounts within AN systems
Foster a spirit of collaboration with clients and teammates by coaching and sharing knowledge
Learn new technologies and products
Review alerts from the Access Networks Live Monitoring system and escalate/create tickets using a defined process
Write/publish articles to increase the team's institutional knowledge
Prepare tickets for RMA processing
Occasional after-hours emergency support for remote clients
YOU MUST HAVE:
4+ years networking experience and current CCNA certification (or equivalent)
Advanced understanding of network protocols, firewalls, routers, switching, TCP/IP, STP
Advanced understanding of wireless local area networks, authentication, security, and encryption protocols
Experience supporting customer environments in a helpdesk/support capacity
Able to solve complex technical problems while under pressure and interfacing with clients
Fanatical attention to detail, including spelling, grammar, punctuation, and capitalization
Availability nights/weekends as needed
Able to work in CST or EST hours
WE VALUE:
Residential custom electronics design/integration experience and familiarity with home automation systems such as Crestron, Savant, AMX, and Control4
RCWA, RCNA CWNA/CWNP, ICX/Brocade certifications or equivalent experience
Experience programming and troubleshooting Ruckus solutions
Experience with remote desktop support applications
Working knowledge of ConnectWise
Python, VBScript, JavaScript, or other scripting experience
Apple or Microsoft certifications
Originally posted on Himalayas