Network Escalations Engineer

Summary

Join Sourcepass, a leading IT consulting company, as a Network Engineer providing high-level technical support to clients. You will be responsible for resolving complex technical issues, minimizing downtime, and ensuring excellent client communication. This role involves acting as an escalation point for other support levels, managing your workload effectively, and maintaining detailed documentation. The position offers a competitive salary of $90,000+ and requires 10+ years of technical support experience, including expertise in various networking technologies. Sourcepass values a positive client experience and offers a collaborative work environment.

Requirements

• Technical Support Experience: 10 + Years ( 5+ years MSP Experience Preferred )
• Experience with On-Premises Virtual Networking (VMWare/Hyper-V)
• Experience with Cloud Based Virtual Networking (Azure/AWS)
• Expert knowledge of TCP/IP networking and troubleshooting
• Experience with DNS Management and best practices
• Ability to develop creative solutions for complex environments and client needs
• Ability to communicate effectively
• Ability to prioritize multiple tasks effectively
• Ability to work independently and in a team environment

Responsibilities

• Provide an IT experience that clients love
• Provide Level 3 support to new and existing clients
• Responsible for Emergency Response to client outages
• Act as escalation point for Service L1 and L2
• Responsible for ticket ownership through discovery, resolution, and future mitigation as well as participation in RCA process
• Responsible for managing daily workload to ensure client issues and requests are addressed in a timely manner
• Responsible for consistently providing accurate service ticket notes and time tracking
• Responsible for ensuring clients and key players are consistently updated on the progress and next steps of their issue or request
• Responsible for creating and maintaining documentation
• Responsible for meeting or exceeding departmental KPI's

Preferred Qualifications

• Experience with SonicWall, Fortinet and Meraki firewalls
• Experience with SonicWall, HP and Cisco switches
• Microsoft, AWS, SonicWall, Cisco, Fortinet, and other IT vendor certifications are highly desirable