Network Engineer

• Provide diagnostic and restoration efforts for all priority incidents involving network infrastructure, as well as provide root cause analysis and publish Root Cause Analysis documents.
• Act as a mentor to Service Desk team members providing technical assistance and guidance on networking technologies.
• Clearly and consistently communicate with client IT departments and ANM technical teams about the status and progress on issues.
• Generate and implement clear and consistent documentation of client environments.
• Perform analysis and diagnosis of network infrastructure problems including routing, switching, wireless, security, and SD-WAN.
• Evaluate client environments for optimization and improvement opportunities.
• Follow and develop documentation and SOPs for project deliverables and support procedures.
• Support new client onboarding efforts including environment baselining, documentation, and monitoring setup.
• Participate in project activities on an as-needed basis.
• Participate in a rotational on-call schedule for high-priority escalations.
• Invest time in continued education to learn new technologies.

Tier 2 Network Engineer

Support Engineer

• Provide diagnostic and restoration efforts for priority incidents, as well as guide root cause analysis
• Act as a mentor to Tier 2 and Service Desk team members, providing technical assistance and guidance
• Evaluate client environments for optimization and improvement
• Solve escalated incidents that exceed the skills of Tier 2 to ensure service restoration is executed in a timely manner
• Participate in project activities as needed
• Develop documentation and SOPs for project deliverables and support procedures

Tier 2 Network Engineer

Client Support Engineer III – Data Center