Support Engineer - Network

Responsibilities

• Act as a technical thought leader within the support organization, consistently staying ahead of emerging trends and technologies.
• Field escalations from support team members and provide timely and effective resolutions.
• Solve complex customer issues involving:
• o Network Routing and Switching
• o Network Security and Firewall
• o Virtualization
• o Storage
• o Backup and Disaster Recovery
• Collaborate with senior engineers and platform owners for advanced troubleshooting, issue resolution, and root cause analysis.
• Engage with Operations Leaders to improve operational processes, driving efficiency and productivity.
• Be a driving force in updating internal documentation of procedures, solutions to common problems, and customer-facing support materials.
• Partner with our internal Training department in recommending additions or modifications to existing technician training programs.
• Participate in knowledge-sharing activities.
• Partner with platform owners and key stakeholders to improve operational processes and complete projects.
• Provide after-hours support as part of an operations on-call rotation to maintain high availability of services.

Requirements

• Exceptional written and verbal communication skills.
• Ability to multitask and operate with minimal supervision, adjusting priorities accordingly.
• Able to maintain a professional demeanor under stress.
• Demonstrated willingness to learn and adapt to changes in technology.
• Possess an analytical and problem-solving mindset.
• At least 3 years of experience in a cloud provider or MSP (Managed Service Provider) environment.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Strong experience with Cisco R/S
• Basic understanding of Linux/Unix and Windows operating systems is a plus.
• Familiarity with cloud orchestration and automation tools (Ansible, etc.) is desirable but not mandatory.
• Proficiency in configuring and maintaining Backup Software (Acronis a plus) and Disaster
• Recovery solutions (Zerto preferred).
• Extensive experience in managing virtualization environments, particularly VMware.
• Advanced knowledge of storage solutions, with a preference for experience with Pure and
• SolidFire systems.
• Advanced knowledge of configuration and maintenance of firewalls, especially FortiGate, to secure network infrastructure.
• Possess a foundational understanding of networking principles
• Proficiency in interpreting network diagrams and layouts
• Cisco certifications preferred but not required; CCNP, CCIP, CCIE