Managed Services Network Engineer

3 days ago

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

At People Driven Technology, Inc, we're seeking a highly skilled Managed Services Network Engineer to join our team. As a key member of our IT support team, you'll be responsible for managing and troubleshooting network solutions for our clients. With a strong background in routing, switching, and firewall configuration, you'll ensure that all managed solutions are operating at peak performance, adhering to security standards, and meeting client needs within specified SLAs.

Key Responsibilities
  • Manage ticket life cycle, including receiving ticket requests, managing multiple tickets through all stages of the process, and properly closing tickets according to predefined metrics.
  • Organize and perform ticketing tasks to adhere to Managed Services SLAs.
  • Interface with OEM vendors on behalf of clients to resolve support cases.
  • Participate in a phone call queue during assigned time periods.
  • Escalate tickets to internal departments when necessary, following documented guidance.
  • Consult clients on general technical inquiries and best practices.
  • Perform proactive maintenance duties, such as switch/firewall/AP upgrades and patches.
  • Provide remote hardware and software support for switches, routers, and firewalls.
  • Proactively analyze client networks and systems to ensure optimal health.
  • Maintain documentation of client technical information, including procedures, infrastructure, and remote support instructions.
  • Contribute to and enhance internal department processes and system documentation.
  • Be available for on-call work after hours and on weekend rotations shifts.
  • Accurately track time via internal systems for work performed.
Requirements
  • Self-driven to deliver exceptional client outcomes.
  • Finds joy in cultivating relationships with clients as an extension of their team.
  • Creativity and a passion for learning new things.
  • Elevated problem-solving.
  • Excellent organizational skills.
  • Exceptional time management skills necessary to complete competing tasks on time.
  • Ability to collaborate in a cohesive team environment.
  • 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.
What We Offer
  • Comprehensive medical, dental, and vision plans for you and your dependents.
  • 401(k) Retirement Plan with Employer Match, Health Savings Account, Life Insurance, and Long-Term Disability.
  • Competitive compensation.
  • Collaborative and welcoming office culture.
  • Work-life balance and unlimited paid time off.

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