L3 IT Support Engineer

Job Description

Job Description

The L3 IT Support Networking Engineer is responsible for managing complex networking and infrastructure issues for our customers. As an experienced networking professional, they will drive our company’s internal policies to align with industry best-practices, while implementing practical and architected strategies. An important part of this role is oversight and auditing of internal systems that support our customer and internal stacks. Organization, planning, team collaboration, customer-service and vendor management experience are as important as technical knowledge. This role can be a hybrid position with time spent both remotely and in-office.

Responsibilities :

• Manages complex troubleshooting functions and escalated issues to ensure timely restoration of affected customer services within the guidelines of established customer service level agreements (SLAs).
• Quickly assess network / customer issues, along with business impact, and effectively triage while communicating with various parties.
• Use independent discretion to decide the appropriate resources to engage in order to ensure repairs are made and quality is restored.
• Work with Engineering and Equipment Manufactures to ensure that the internal network has current or proper hardware / software versions deployed and make upgrade recommendations according to findings.
• Quickly assess and understand customer issues by debugging and troubleshooting the customers’ environment and collecting additional information about the problem in order to resolve network performance.
• Reproduce customer reported issues in a lab environment and work with Engineering and Vendors to verify any fix(es) before they are rolled out.
• Monitors alerts and takes appropriate actions; performs routine maintenance tasks for assigned systems such as backups and patch management; performs health checks based on checklists, makes recommendations for remediation or additional checks to perform.
• Monitors network operating capacity in terms of response time, availability and security, monitors hardware / software activates and resource utilization for capacity planning, makes recommendations for network upgrades as needed
• Identifies problems and optimizes performance as needed; escalates as appropriate; follows change management process and procedures
• Analyzes and reports on operational metrics to ensure success in process improvements and capacity planning; provides recommendations for improvements needed
• Provides production support for escalated items, troubleshoots problems, notifies appropriate resources in the event of failure and works with resources to resolve issues; complies with service level agreements
• Adheres to security requirements and procedures, reports issues as appropriate, makes recommendations for any necessary improvements

Requirements :

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