Provide an IT experience that clients love
Provide Level 3 support to new and existing clients
Responsible for Emergency Response to client outages
Act as escalation point for Service L1 and L2
Responsible for ticket ownership through discovery, resolution, and future mitigation as well as participation in RCA process
Responsible for managing daily workload to ensure client issues and requests are addressed in a timely manner
Responsible for consistently providing accurate service ticket notes and time tracking
Responsible for ensuring clients and key players are consistently updated on the progress and next steps of their issue or request
Responsible for creating and maintaining documentation
Responsible for meeting or exceeding departmental KPI's

10+ Years of Technical Support Experience (5+ years MSP Experience Preferred)
Experience with On-Premises Virtual Networking (VMWare/Hyper-V)
Experience with Cloud Based Virtual Networking (Azure/AWS)
Expert knowledge of TCP/IP networking and troubleshooting
Experience with DNS Management and best practices
Experience with SonicWall, Fortinet and Meraki firewalls (preferred)
Experience with SonicWall, HP and Cisco switches (preferred)
Ability to develop creative solutions for complex environments and client needs
Ability to communicate effectively
Ability to prioritize multiple tasks effectively
Ability to work independently and in a team environment
Microsoft, AWS, SonicWall, Cisco, Fortinet, and other IT vendor certifications are highly desirable.

Network Engineer

Key skills