Position Summary:

As a Network Engineer Level II, you will be a key contributor to the technical success of our clients, providing advanced technical support and solutions. This role involves a higher level of responsibility, including troubleshooting complex issues, implementing solutions, and collaborating with both clients and internal teams.

Key Duties and Responsibilities:

• Provide advanced technical support to clients, addressing complex hardware, software, and network issues.
• Troubleshoot and resolve escalated incidents and service requests efficiently.
• Reporting to a client site for support when needed.
• Take a lead role in monitoring and managing client IT infrastructure, ensuring optimal performance and reliability.
• Implement and oversee routine maintenance tasks, updates, and system optimizations.
• Lead efforts in resolving challenging IT incidents, documenting root causes, and implementing preventive measures.
• Mentor and guide Level I engineers in troubleshooting and resolution processes.
• Contribute to the planning and execution of IT projects, such as system upgrades, migrations, and implementations.
• Maintain comprehensive documentation of client environments, configurations, and support procedures.
• Actively contribute to the development of the knowledge base and training materials.
• Collaborate directly with clients to understand their technical needs and provide proactive solutions.
• Communicate effectively with clients, providing status updates, technical information, and recommendations.
• Perform any additional job duties as requested by management to contribute to the overall success of the organization.

Requirements

Required Skills and Abilities for Network Engineer Tier 2

• Proven hands-on network engineering experience
• Advanced knowledge of routing, switching, Firewalls and Wireless technologies
• Deep understanding of networking protocols
• Solid understanding of OSI or TCP/IP model
• Experience with network diagnostic, monitoring, and analysis tools - 3 +years
• Working knowledge of network operating systems (Cisco IOS, Juniper JUNOS, etc.)
• Hands-on experience with hardware (e.g., Cisco, Fortinet, SonicWall, Meraki and Fortinet) and network cabling installation 3 +years
• Ability to work independently and as part of a team
• Strong problem-solving skills and attention to detail
• Excellent communication and documentation skills
• Ability to manage multiple clients and prioritize tasks effectively

Education and Experience:

• 3+ years' experience in a technical support role, preferably in a Managed Service Provider environment
• Relevant certifications (e.g., CCNA, CCNP, JNCIA, etc.) - Desirable
• Experience with troubleshooting complex hardware, software, and network issues.
• Familiarity with virtualization technologies (VMware, Hyper-V) and cloud computing platforms (AWS, Azure).