Engineer II - Network

HonorHealth•Phoenix, AZ

2d•Hybrid

About The Position

The Network Engineer II researches, develops, tests, analyzes, and documents WAN and LAN infrastructure. The role also performs routine operational tasks, maintenance, installation duties for projects, and support. It provides guidance, mentoring, and training and participates in an on-call rotation to support after-hours work related to incidents, upgrades, patches, and project tasks. The position includes end-user application support, incident triage and troubleshooting, customer communication and follow-up, application access and provisioning, application installation and deployment, and documentation of new knowledgebase content. The engineer also completes IT governance and project assignments to meet established milestones and supports HonorHealth's service-excellence commitments.

Requirements

High school diploma and some college-level coursework in Information Technology.
At least 1 year of service/help desk or call center experience.
Familiarity with Windows and Mac OS and troubleshooting desktop, laptop, mobile-device, printer, and telephone issues.
Must reside in Arizona.
HDI Support Center Analyst, A+, or ITIL Foundation certification is preferred upon hire.

Nice To Haves

Associate degree in Computer Science, Computer Information Systems, or a related discipline.
At least 2 years of networking and Active Directory experience.
Experience in a healthcare environment.
HDI Support Center Analyst, A+, or ITIL Foundation certification upon hire.

Responsibilities

Research, develop, test, analyze, and document WAN and LAN infrastructure.
Perform routine operational tasks, maintenance, project installation duties, and support.
Provide guidance, mentoring, and training.
Participate in an after-hours and weekend on-call rotation to support incidents, upgrades, patches, and project tasks.
Provide end-user application support; define and document incident scope; analyze problems, identify root causes, troubleshoot for first-call resolution, or escalate when appropriate.
Triage and prioritize incidents, monitor incident status, take ownership, and follow up with other departments to help ensure timely resolution.
Report for emergency response and perform assigned tasks.
Follow up with customers to obtain information and confirm incident resolution.
Use application tools; assist users with access and provisioning; install and deploy applications; and submit new content to the knowledgebase.
Listen to customers, identify and address their needs, and build rapport and positive working relationships with team members, managers, and departments.
Respond promptly according to severity levels and recognize and resolve service-recovery opportunities.
Complete IT governance and IT project assignments to achieve established milestones.
Maintain a professional appearance and work environment and demonstrate HonorHealth's service-excellence tenets in daily interactions.