Managed Services Network Engineer

3 weeks ago

Byron Center, Michigan, United States People Driven Technology, Inc Full time
Job Description

At People Driven Technology, Inc, we're seeking a skilled Managed Services Network Engineer to join our team. As a key member of our managed services team, you'll be responsible for the management and troubleshooting of network solutions for multiple clients. This role requires expertise in routing, switching, firewall configuration, VPN, and other networking technologies, as well as the ability to support complex networking environments across multiple customers.

The ideal candidate will ensure that all managed solutions are operating at peak performance, adhering to security standards, and meeting client needs within specified SLAs. Key responsibilities include:

  • Executing the management of ticket life cycles, receiving ticket requests, managing multiple tickets through all stages of the process, and properly closing tickets according to predefined metrics.
  • Organizing and performing ticketing tasks to adhere to Managed Services SLAs.
  • Interfacing with OEM vendors on support cases on the client's behalf.
  • Participating actively in a phone call queue during assigned time periods.
  • Escalating tickets to internal departments when needed in line with documented guidance.
  • Consulting clients on general technical inquiries and best practices.
  • Performing proactive maintenance duties such as switch/firewall/AP upgrades and patches.
  • Providing remote hardware and software support for switches, routers, and firewalls.
  • Proactively analyzing client networks and systems to ensure optimal health.
  • Maintaining documentation of client technical information as it relates to procedures, infrastructure, and remote support instructions.
  • Contributing and enhancing internal department processes and system documentation.
  • Being available for on-call work after hours and on weekend rotation shifts.
  • Accurately tracking time via internal systems for work performed.

We're looking for a self-driven individual who can deliver exceptional client outcomes, cultivates relationships with clients as an extension of their team, and possesses creativity and a passion for learning new things. The ideal candidate will have:

  • A Bachelor's degree in a technology-related field or equivalent experience.
  • 2+ years' experience serving in an MSP or in a client-facing IT consulting role.
  • 2+ years' experience in systems and network administration.
  • Proven experience troubleshooting complex networking issues.
  • Basic knowledge of Cisco Meraki technologies, Cisco networking infrastructure, and ConnectWise PSA.
  • Experience working in environments with strict SLAs and regulatory compliance (e.g., HIPAA, PCI-DSS).
  • Cisco CCNA certification or equivalent experience.

We offer a comprehensive benefits package, including medical, dental, and vision plans, 401(k) Retirement Plan with Employer Match, Health Savings Account, Life Insurance, and Long-Term Disability. If you're passionate about delivering exceptional client outcomes and have the skills and experience to match, we encourage you to apply.

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