Overview
Skills
Job Details
Position: Network Engineer
Our client is looking for an experienced Network Engineer to join their team and provide high-level technical support for complex IT issues. This role is ideal for someone with advanced technical skills, strong communication abilities, and a proactive approach to solving problems. You ll play a key role in handling escalated Service Desk issues, working directly with customers to resolve their IT challenges, and guiding junior team members to ensure exceptional service quality and operational success.
Key Responsibilities:
- Serve as a frontline engineer, resolving customer issues and ensuring minimal downtime.
- Act as an escalation point for complex Service Desk cases, providing expert troubleshooting and support.
- Perform remote troubleshooting of workstations, networks, and servers to resolve technical issues efficiently.
- Manage remote access solutions, including VPN, Terminal Services, and Microsoft Azure.
- Assist with hardware upgrades/replacements and support migrations for Microsoft 365 and Entra (AD/Intune).
- Supervise and mentor Tier 1 & Tier 2 team members, providing guidance on complex tasks.
- Conduct on-site visits as needed (up to 20% travel) to deliver in-person technical support.
- Install, configure, and test new workstations, peripherals, and software for optimal performance.
- Participate in a weekly on-call rotation for after-hours support.
- Adhere to standard operating procedures and policies, ensuring consistent service quality.
- Proactively focus on delivering outstanding solutions to all customers.
Preferred Qualifications:
- Experience: 4+ years of technical support within a Managed Services Provider (MSP) environment.
- Technical Expertise: Proven skills in security, server, desktop, storage, networking, and IT policies.
- Documentation: Strong ability to document technical information for both end-users and internal staff.
Key Technical Skills:
Expert Level:
- Security practices (Entra, Conditional Access Policies, Data Loss Prevention)
- Infrastructure management (Firewalls, Switches), Windows Server (2016+), Windows Desktop
- Networking (WAN/LAN, routing, switching, security, load balancing), TCP/IP, VPN, IPSEC, VoIP, QoS
- Virtualization, storage solutions, Microsoft 365, Google Workspace, Remote Desktop Services
- DNS/DHCP, Intune, and documentation practices.
Competent Level:
- PowerShell, scripting, and automation.
- OSX troubleshooting, Android/iOS administration.
- VoIP systems.
Soft Skills:
- Strong customer service orientation with excellent patience and empathy.
- Analytical and proactive problem-solving abilities.
- Effective communication skills, able to simplify technical concepts for users.
- Positive attitude with strong time management and organizational skills.
- Ability to mentor junior staff and thrive in team environments.
Physical Requirements:
- Able to lift up to 25 pounds occasionally and perform tasks such as setting up equipment.
- Comfortable with prolonged computer work, focusing on screens for technical troubleshooting.
Why You ll Love This Role:
This position offers a great environment where you ll tackle complex IT challenges, support a diverse range of clients, and have the chance to mentor junior team members. If you enjoy solving problems, interacting directly with customers, and driving team success, this role is a great fit.