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Network Service Desk Engineer


The Network Service Desk Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations and support services. The successful candidate should be a self-starter, who will proactively find and address issues and will become a leader within the Service Desk.  The individual must be comfortable working in a very fast paced, busy environment in the rapidly growing monitoring & managed services industry.



  • Provide second level network support
  • Troubleshooting of complex LAN/WAN and firewall issues
  • Respond to network incidents and network service requests
  • Firewall configuration and troubleshooting
  • Create and follow up on tickets using ticketing and escalation procedures
  • Network monitoring and utilization reporting
  • Handle direct customer calls and raise tickets
  • Incident validation / Alarm verification (i.e. log into devices to ensure certain alarms are not false positives)
  • Collect vital stats on devices and provide reporting
  • Create and maintain detailed network documentation
  • Open cases with 3rd party vendors (ISP, Cisco TAC, Palo Alto)
  • Perform upgrades and maintenance of network devices

The Support Engineer will be a professional with at least 2-5 years of network monitoring and support experience.  Candidates must be able to work weeknights and weekends with minimal supervision. In this role, it is important to communicate effectively with all levels of technical and managerial staff and to recognize a problem and correct it before it escalates. Individual must have good phone communication skills, the ability to effectively interface with clients, have technical writing skills for documentation purposes and a strong sense of responsibility to meet schedule requirements and support clients.

Required Skills

  • Advanced TCP/IP knowledge; routing, switching, wireless, WAN Optimization, MPLS, NAT, etc
  • Advanced knowledge of dynamic routing protocols (BGP, OSPF, EIGRP)
  • Cisco CCNA required / CCNP Preferred
  • Strong technical troubleshooting abilities & experience
  • Experience with Cisco ASR routers, Nexus switches and Catalyst switches
  • Experience with Palo Alto Networks, Juniper Networks, Cisco Systems, Fortinet, Riverbed
  • Knowledge of Internet security / DMZ network architecture
  • Experience with Site-to-Site and software VPNs
  • Excellent communication skills (verbal & written)
  • Strong interpersonal skills
  • Team work ability


Skills Required

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