Associate Engineer

4 weeks ago

Tampa, United States NetWolves Full time

Position Summary:

This position will be a customer facing Associate-level support engineer position in the Engineering Services Department. The hours for this position are 10pm-6am. The Associate Support Engineer will be the first point of contact for addressing technical issues and providing exceptional customer support to our users. They play a critical role in ensuring that our customers receive timely and effective assistance while maintaining a positive experience with our products and services. The Associate Support Engineer will be responsible for performing production support along with network and security change requests and advanced troubleshooting with customers and vendors as well as for performing regular equipment and infrastructure maintenance and other tasks as required. The support engineer will collaborate with associate solutions engineer, mid-level and senior engineers in the design, configuration, and support of all products and services offered to customers. 

 

Growth Path: Associate Engineer – Solutions, Mid-Level Engineer, Senior Engineer, Engineer Team Lead

Keys to Success: Collaborative –ability to engage with other departments in gathering critical information and understanding internal processes. Data Driven – integrates information in a cohesive and concise manner; makes decisions based on analysis and observations. Detail-Oriented – precise, focused and strict adherence to standards.  Promotes Continual Improvement – Strives for incremental changes that contribute to overall service improvement. 


Responsibilities

 

  • Serve as the initial point of contact for technical support inquiries, project requests, and enhancements via email, phone, or ticketing system.
  • Provide timely and accurate resolution to customer issues, escalating complex problems to Tier-2 as needed.
  • Troubleshoot and diagnose technical issues related to software, hardware, and network infrastructure.
  • Guide customers through troubleshooting steps and provide clear and concise instructions to resolve issues.
  • Document support interactions, including issue details, resolutions, and troubleshooting steps.
  • Collaborate with cross-functional teams to identify and address recurring issues.
  • Assist in the creation and maintenance of knowledge base articles and support documentation.
  • Monitor network performance and troubleshoot problem areas as needed.
  • Management of security applications, tools, software and controls in tools.
  • Provide network consulting on medium projects to ensure conformity to information and standards.
  • Collaborate with field technicians, network personnel, and carrier provisioning groups regarding implementation, service delivery, product management, continuity, and incident resolution.
  • Provide any network support technicians training as needed


Qualifications

  • Strong customer service orientation with excellent communication and interpersonal skills.
  • Minimum of 2 -3 years’ experience with advanced IT and or Network Support.
  • Minimum of 2 -3 years’ experience and knowledge of TCP/IP.
  • Minimum of 2 -3 years’ experience implementing and troubleshooting broadband cable and DSL, as well as traditional telecommunication services.
  • Must have basic experience with working with Cisco, Palo Alto, Fortinet, or other firewall / routing devices.
  • Must have experience with IP Routing and Firewall Configurations from administrative level.
  • Must possess or be pursuing Security+, CCNA, or other equivalent industry certification.
  • Military experience, Telecommunications, Project coordination or management all a plus.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Strong problem-solving skills and attention to detail.
  • Ability to work 10pm-6am.

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