Network Engineer - Senior

Come Join Our Team! We are dedicated, hard-working and we have fun. Most importantly, we are determined to be a Best-In-Class Managed Services Provider and create an environment of success and fanatical customer service!

All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.

Job Description:

Tier 3 Networking Remote Operations Center (ROC) Engineer

Location:

Main office in Greeley, CO

We are a locally owned and operated managed IT services provider (MSP) and IT consulting firm. We focus our service and support around the small to medium sized business space and serve customers throughout Colorado and Wyoming. As a best-in-class and award-winning MSP, we are seeking highly skilled, motivated, service-minded individuals who want to work in a team-based and fast-paced environment.

The essence of our business is to serve our client base to enable them to achieve their business goals and initiatives…so everything we do is aimed and making our client’s businesses better.

We live our core values, which are:

* We Exist to Serve

* We Work as A Team

* We Take Action & Initiative

* We Do What We Say

The Essence of the Role:

The Tier 3 ROC Engineer role is responsible for supporting the Tier 1 and 2 engineers when technical issues rise above their abilities. This role will resolve support tickets both remotely and onsite (when needed). This role will also be responsible for taking on technical issues that require deeper dives for resolution, and will require excellent customer services skills to ensure their satisfaction.

The primary goal of this role is to ensure that our clients receive industry-leading customer service and both efficient and effective resolution of their technological needs and challenges. If you are naturally organized, prioritize tasks efficiently, enjoy technical problem solving, and helping people, you will love this job and working on our team!

Position Responsibilities:

* Provide excellent customer service through technical expertise and stellar communication.

* Resolve support tickets generated from our clients, Tier 2 engineers, or our internal systems.

* Ensure client documentation is maintained and up to date.

* Communicate consistently and thoroughly with clients: keeping them informed of progress, outcomes and setting proper expectations throughout the support process.

* Continue to improve technical skills by on-going certification attainment, and industry research.

* Meet performance goals.

* You will analyze and troubleshoot issues, look for the root causes and trends, and not just treat the symptoms.

* Be escalation point for the following issues:

* Networking

* Firewall configuration and troubleshooting

* Networking hardware issues

Desired Knowledge, Skills & Attributes

* Some experience working with the following:

* Microsoft 365 tenant, licensing, and software

* Microsoft server administration and support, including Hyper-V

* RMM and PSA tools.

* Advanced experience with the following:

* Enterprise firewalls support (Sonic

WALL, Cisco, Fortinet, Watchguard, etc.).

* Firewall policy configuration and troubleshooting (stateful rules, objects, logging)

* NAT design and implementation

* VPN configuration: site-to-site and remote access (IPsec/SSL; routing and security policies)

* Hands-on experience with Sonic Wall firewalls (relevant experience highly prioritized)

* Networking concepts and support

* VLAN design and implementation (access/trunk configuration)

* Layer 2/Layer 3 switching concepts?

* Inter-VLAN routing and gateway configuration (subinterfaces)

* Able to configure dynamic routing

* Core services and controls: DHCP relay, DNS/NTP reachability, QoS as needed

* Network segmentation between VLANs (inter-VLAN policy/ACL enforcement)

* Hands-on experience with Cisco, and Meraki switches (relevant experience highly prioritized)

* Valued Characteristics:
Integrity, Persistence, Detail Oriented, Excellent Communicator.

* Ability to work in a team and communicate effectively internally and with clients.

* Excellent follow-up skills and attention to detail.

* Interpersonal skills: such as telephony skills, communication, active…