Network Engineer

About the Role

We are seeking a skilled and proactive Network Engineer to join our IT support team, specializing in Level 1 and Level 2 troubleshooting and resolution. In this critical role, you will provide on-site and remote technical support to diagnose and resolve complex network issues, ensuring seamless connectivity and minimal service disruption. The ideal candidate will possess strong analytical skills, hands-on experience with enterprise-grade networking equipment, and a commitment to delivering high-quality technical assistance. Certification such as CCNA is required to ensure adherence to industry standards and best practices.

Key Responsibilities

As a Network Engineer, you will be responsible for a wide range of technical and operational duties, including:

• Incident Response and Troubleshooting: Lead the diagnosis and resolution of network-related incidents, including connectivity issues, device failures, and cabling problems. Conduct in-depth analysis to identify root causes and implement corrective actions, escalating to Level 3 support or end-user teams when necessary.
• Hardware Support and Maintenance: Perform physical replacement, repair, and maintenance of network, audio-visual (AV), and printer components, such as routers, switches, toner cartridges, and other hardware and consumables. Ensure minimal downtime and adherence to service level agreements (SLAs).
• Collaboration and Communication: Work closely with remote teams to conduct advanced troubleshooting and diagnostics using specialized tools and methodologies. Provide clear and concise updates to stakeholders, documenting all actions taken and outcomes achieved.
• Printer and AV Support: Manage printer-related issues, including toner replenishment, hardware replacements, and minor repairs, in accordance with the existing printing services contract. Provide on-call support for AV equipment setup, video conferencing assistance, and event coordination, ensuring optimal performance during critical operations.
• User Assistance and Request Management: Process user requests for software installations, hardware provisioning, and technical support via phone, email, remote desktop tools, or onsite visits. Maintain accurate records of all interactions and resolutions in the IT support system.
• Asset Management and Documentation: Track IT hardware and software assets, ensuring accurate documentation, lifecycle monitoring, and compliance with organizational policies. Coordinate with the customer’s IT assets support team to maintain up-to-date inventories and facilitate efficient resource allocation.
• Installation and Configuration: Execute the installation, configuration, setup, and disposal of approved network and end-user devices, including laptops, desktops, workstations, printers, routers, switches, and access points. Verify network layouts against design specifications and perform basic device configurations under the guidance of Level 3 support teams.

Technical Platforms and Equipment

The Network Engineer will support a diverse range of networking and collaboration platforms, including:

• Core Routing and Switching: Cisco ASR 9000 series, Catalyst 6509, 6513, 4510, 9300, 9200, 3850, 3750, and 2960 series switches.
• Industrial Switches: Cisco IE300 and IE4000 series switches for industrial environments.
• Wireless Infrastructure: Indoor and outdoor access points to support enterprise-wide connectivity.
• Collaboration Solutions: Cisco Room Bar, Cisco Navigator, and Cisco RoomOS for seamless communication and meeting room experiences.

Qualifications and Skills

To excel in this role, candidates must meet the following requirements:

• Certification such as CCNA, with a strong understanding of networking principles, protocols, and troubleshooting techniques.
• Proven experience in providing Level 1 and Level 2 IT support, including hardware and software troubleshooting, with a focus on network infrastructure.
• Hands-on experience with Cisco networking devices, including routers, switches, and access points, as well as familiarity with industrial-grade networking equipment.
• Strong problem-solving skills and the ability to work under pressure in fast-paced environments.
• Excellent communication and collaboration skills, with the ability to interact effectively with technical and non-technical stakeholders.
• Proficiency in documenting technical issues, resolutions, and asset inventories in support systems.
• Ability to perform physical tasks, including hardware installation, configuration, and maintenance, with attention to detail and safety protocols.

Work Environment

The Network Engineer will operate in a dynamic and collaborative work environment, providing both onsite and remote support as required. The role may involve travel to customer premises for installations, maintenance, or incident response. Flexibility and adaptability are essential to meet the demands of varying schedules and priorities.