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Support Center Network Engineer

Company Name:
Atrion Networking Corporation
Advanced experience with the design, configuration, architecting, installation and support of Cisco routing and switching solutions required. Qualified candidates should possess a CCNA and/or CCNP certification as well as5-7 years of field experience with IP LAN/WAN networking. Additional experience with ASA/firewall & VPN technology, wireless, voice & Microsoft skills a plus. The right individual will possess an outstanding work ethic, positive attitude, and the desire to work as a team to continue to develop and deliver the best engineering practices in the industry.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following but other duties may be assigned:
Solid working knowledge of networking technologies including TCP/IP, Switches, Routers, Firewalls and other internetworking technologies and successful troubleshoot of client network related issues.
Utilization of the ticketing process for all service-related requests. Proficiency with ability to triage workflow into various priority levels and ability to action items within workflow in order based on these priority levels.
Provide status updates to the client based on their defined service level agreements.
Demonstrate reliable success improving support through high energy, clear and constructive customer interaction. When required, coordination with Cisco TAC, telecom companies, other vendors and service providers is skillfully and pleasantly completed with a professional level of ownership. Ownership includes following through with the client and driving an incident even when issue resolution is in a third-party's area of responsibility.
Certification levels expected for this role are at least one of the following Cisco certifications: CCNP (security)(Wireless), CCSP, CCDP, CCIE.
Document and maintain all aspects of client networks, including documentation updates to client access procedures, response procedures, diagrams, and various other technical documents which must be completed and validated for all accounts without ambiguity.
Provide mentorship, counseling, and education to other engineers. This should include responding to questions with questions, and encouraging independent learning in addition to over-the-shoulder-type mentorship.
Demonstrate technical expertise in one or more technical areas and share knowledge in those areas with the internetworking team. This includes leading structured trainings, lunch and learns, and regular contributions to the technical knowledgebase.
Act as a Lead Support Engineer (LSE) and subject matter expert for assigned clients. It is expected that the types of accounts that individuals within this role will collaborate with will grow in scope and complexity, encompassing technology within several technology practices. As the breadth of technical diversity within the client's environment grows, the ability to understand the inter-dependencies of those technologies demands a higher level of engineering and understanding.
Act as a technical lead in large engagements with responsibility for the internetworking portion of an engagement where engineering from other practices will lead efforts within those practices. This includes discovery, planning, implementation, and troubleshooting of routers and switches at a branch level of complexity. This would include WAN encapsulation, spanning tree, routing protocols, port configurations, passwords and basic troubleshooting. Implementation includes physical installation, cabling and testing, as well as documentation and communication of status and completion.
Creation of statement of work and technical implementation plan documents without assistance.
Examine, analyze, and report on customer incident history
Solicit client feedback on incident status and satisfaction
Notify the Service Level Manager of all service related concerns
Excellent customer service skills
Great attention to detail
Ability to work in a team environment
Excellent verbal and written communication skills
Ability to function independently with minimal supervision
Ability to quickly classify the severity of problems and respond accordingly
Personal drive to progress technically and non-technically and a passion for continual learning
Flexible schedule to ensure departmental coverage 24x7x365
Act as part of an on-call rotation
Handle on-site hardware replacement and troubleshooting related to client incidents
Install equipment at client sites and test to ensure network is performing as desired and uninstall old equipment as necessary
Qualified candidates should possess a CCNA and/or CCNP certification as well as5-7 years of field experience with IP LAN/WAN networking. Additional experience with ASA/firewall & VPN technology, wireless, voice & Microsoft skills a plus. The right individual will possess an outstanding work ethic, positive attitude, and the desire to work as a team to continue to develop and deliver the best engineering practices in the industry.
Date: 2014-03-01
Country: US
State: RI
City: Warwick
Postal Code: 02886

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