Network Support Engineer

Network Support Engineer

Summary:

The NSE position embraces a supportive role, collaborating with the Support Management and Support Engineering team. Identifying solutions to complex network and integration problems mitigating customer downtime and frustration.

Troubleshooting and communication skills are essential, with the ability to create concise action plans for our teams and the customer to understand the path forward.

The ideal candidate will be self-motivated, with a desire to provide coaching and documentation for the organization, along with providing group training.

The role also requires a close working relationship with the Escalation Management Team to provide a Subject Matter Expert level of assistance during remote sessions and conference calls. This can require patience and the ability to explain technical information at various technical levels within the customer organization.

Responsibilities:

• Perform analysis and troubleshooting of Spectra Logic products in customer environments.
• Take corrective action to provide timely resolution of technical problems affecting customer experience.
• Lead troubleshooting efforts for complex network issues, utilizing tools such as Wireshark, SolarWinds, and NetFlow analysis.
• Respectfully collaborate with peer colleagues, the Escalation Management Team and Dev Engineering to resolve issues.
• Define network security policies and procedures to safeguard organizational data and resources.
• Collaborate with cross-functional teams to design and deploy network upgrades, ensuring minimal disruption to operations.
• Conduct thorough network performance analysis and troubleshooting to identify and resolve complex issues affecting integration and performance.
• Engage with stakeholders to establish network requirements and ensure alignment with business objectives and compliance standards.

Basic Qualifications:

• 5+ years of experience in network engineering or support, with a focus on enterprise-level environments.
• Ideal candidates will possess excellent troubleshooting skills utilizing logical processes and possess the ability to learn new technical concepts quickly.
• Excellent written and verbal communications skills, strong organizational skills, and creative problem-solving skills.
• Deep understanding of networking protocols (e.g., TCP/IP, BGP, OSPF) and technologies (e.g., VLANs, firewalls, VPNs, IDS/IPS).
• Experience with controlling situations with displeased customers, leading to potentially stressful and time-consuming resolution paths of customer issues.
• Proven experience with network monitoring and troubleshooting tools.
• Exceptional analytical skills and the ability to resolve complex networking issues under pressure.
• Hands-on experience with network hardware from leading vendors (Cisco, Juniper, Arista, etc.).
• Relevant certifications such as CCNP, JNCIP, or equivalent.

Desired Qualifications:

• Advanced knowledge of Storage Hardware, Backup Applications, Servers, SAN, Windows, Unix/Linux Operating Systems, Samba/FreeBSD/ZFS.
• Expertise in network infrastructure design and implementation, including routers, switches, and firewalls.
• In-depth knowledge of network security technologies and best practices.
• Hands-on experience with SDN (Software Defined Networking) and network virtualization technologies.
• Experience with network monitoring tools such as SolarWinds, Nagios, or similar, to proactively manage network performance.
• Experience in cloud networking solutions (AWS, Azure, Google Cloud) and hybrid network architectures.
• Proficient in configuring and troubleshooting firewalls and security appliances.

Education:

Four-year degree (BS) in Electrical Engineering Technology, Computer Science, Equivalent technical degree.

Employment type: Contract (up to 20 hours per month)

Salary: $60-80 per hour