Network Engineer

Job Summary 

The Network Engineer plays a critical role in delivering top-tier technical support, troubleshooting complex network issues, and ensuring the stability and security of client environments. This role requires a combination of technical expertise, critical thinking, and problem-solving skills to address escalated service tickets efficiently. The Network Engineer actively identifies opportunities for process and technical improvements, contributing to enhanced service delivery and client satisfaction. 

Beyond technical support, this role is integral to fostering a culture of continuous learning by mentoring interns and sharing knowledge across the team. As a proactive team player, the Network Engineer must be adaptable, thrive in a fast-paced environment, and collaborate effectively with colleagues and clients. 

This is hybrid position requiring two days in the Integrity office.

Key Responsibilities 

Technical Support & Troubleshooting 

• Resolve escalated service tickets by diagnosing, troubleshooting, and resolving complex network and system issues while ensuring an excellent customer experience.
• Perform root-cause analysis to prevent recurring issues and recommend solutions for long-term stability.
• Escalate unresolved tickets with detailed documentation to appropriate service teams for further investigation.
• Provide remote and on-site technical support, ensuring client networks, systems, and applications function optimally.
• Utilize network troubleshooting tools to diagnose and resolve connectivity and performance issues.

Client Engagement & Communication 

• Deliver exceptional customer service by keeping clients informed throughout the resolution process and setting clear expectations.
• Act as a liaison between clients and vendors, ensuring smooth communication regarding escalated hardware/software issues.
• Document solutions and best practices for both clients and internal teams to enhance service efficiency.

Network Administration & Security 

• Implement technical improvements that reduce the number of service tickets and improve system reliability.
• Monitor network health and proactively address vulnerabilities or inefficiencies before they impact client operations.
• Ensure best practices for Active Directory and Microsoft 365 administration to maintain security and efficiency.

Process Improvement & Documentation 

• Identify inefficiencies and recommend enhancements to service delivery processes.
• Create and maintain accurate documentation for common issues, standard operating procedures, and system configurations.
• Train and mentor junior engineers and interns, fostering a culture of continuous learning and professional development.

Collaboration & Team Support 

• Participate in team meetings and knowledge-sharing sessions, contributing to continuous improvement initiatives.
• Support the RemoteFix team during high-demand periods and when additional expertise is required.
• Stay updated on industry trends and emerging technologies to maintain expertise and provide forward-thinking solutions.

Additional Duties:  

• Participate in the on-call rotation as required. 
• Attend and contribute to professional and technical training sessions, sharing key insights for individual and organizational improvement. 
• Perform other tasks as assigned to support business objectives. 

Qualifications & Skills 

Technical Expertise 

• Strong troubleshooting skills with expertise in network infrastructure protocols (DNS, DHCP, FTP, SSH, SNMP).

Networking & Security: 

• Strong knowledge of TCP/IP networking, VLANs, subnetting, routing, and switching.
• Experience with firewall configuration (Fortinet, Cisco ASA, Palo Alto, SonicWall).
• Experience with VPN technologies, IPSec, and SSL VPN solutions.
• Understanding of network security best practices, including intrusion prevention/detection systems.

Windows Server & Cloud Technologies: 

• Experience managing Windows Server 2016, 2019, and 2022 environments.
• Proficiency in Active Directory administration, including Group Policy management, domain trusts, and OU structuring.
• Experience managing Office 365 and Microsoft Azure, including Exchange Online, SharePoint, OneDrive, and Teams.
• Experience with PowerShell scripting for automation and system management.

Virtualization & Infrastructure: 

• Hands-on experience with VMware ESXi, vSphere, and Hyper-V environments.
• Familiarity with storage solutions (SAN, NAS, iSCSI, RAID configurations).
• Knowledge of backup and disaster recovery solutions such as Veeam, Datto, or similar.

End-User & Workstation Support: 

• Experience troubleshooting Windows 10/11 and MacOS environments.
• Knowledge of endpoint security solutions (EDR, antivirus, patch management).
• Troubleshooting local and networked printer installations and drivers (32- and 64-bit).

Monitoring & Automation: 

• Experience with RMM tools (Kaseya, N-able, ConnectWise Automate, or similar).
• Familiarity with monitoring and alerting tools (PRTG, SolarWinds, Nagios).
• Experience implementing automated patch management and endpoint deployment.

Packet Analysis & Advanced Troubleshooting: 

• Experience with packet capture tools such as Wireshark and tcpdump.
• Knowledge of Sysinternals Suite for Windows diagnostics and troubleshooting.
• Ability to interpret log files and event viewer records to identify root causes.

Problem-Solving & Critical Thinking 

• Ability to analyze and diagnose complex technical issues quickly and efficiently.
• Capacity to prioritize and pivot between tasks based on urgency and client impact.
• Strong attention to detail with the ability to identify patterns in recurring issues and recommend long-term solutions.

Communication & Collaboration 

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to establish trust with clients and convey confidence in problem resolution.
• Strong teamwork skills, with a willingness to mentor and share knowledge with colleagues.

Microsoft Office & Documentation 

• Proficiency in Microsoft Office 365, including Outlook, Excel, and Teams.
• Ability to create clear and concise documentation for troubleshooting procedures and best practices.

Adaptability & Initiative 

• Ability to work independently while maintaining strong team collaboration.
• Eagerness to learn new technologies and continuously develop technical skills.
• Strong organizational skills with the ability to multitask in a fast-paced environment.

Physical Requirements and Work Environment 

• Sitting for extended periods while working at a computer.
• Occasional lifting and moving of IT equipment (e.g., laptops, desktops, peripherals, or small networking devices) weighing up to 50 lbs.
• Hybrid work model – combination of remote work and in-office presence.
• Office setting: Open-space office environment with shared workstations and collaborative areas.
• Remote work: Requires a reliable internet connection and a dedicated workspace, free of distractions, for focus and productivity.
• Travel: This position requires regular travel to client locations to perform on-site work, including installations, troubleshooting, and testing of solutions.
• Collaboration: Regular virtual meetings, calls, and team interactions through digital communication tools.
• Pace of work: Fast-paced environment requiring multitasking, attention to detail, and adaptability.

Benefits

• Medical, dental and vision insurance
• Short and long term disability
• Life insurance
• 401(k) with company match
• Paid time off
• Company holidays
• Birthday bonus day
• Anniversary bonus day(s)
• Celebration day
• Paid certifications