Network Engineer

Black Box•San Diego, CA

10d

About The Position

The Network Engineer delivers, monitors, maintains, and configures network equipment, services, and solutions supporting client networking systems and environments. The role performs day-to-day field installation, configuration, servicing, preventive maintenance, and decommissioning of dedicated and shared data infrastructure, including network and telecommunications devices. The position provides second-level network troubleshooting and customer support across LAN/WAN and data center environments, including prime shifts and after-hours on-call support. It works with vendors and engineering teams to resolve outages, maintain infrastructure, support projects, and improve service delivery. The role also handles service desk incidents and escalations, documents findings and root causes, monitors performance and ticket trends, and contributes to client satisfaction and service-level objectives.

Requirements

Bachelor’s degree in engineering, information technology, or a related field, or relevant experience; a degree is preferred.
Experience with Ruckus-based LAN and WLAN, including Ruckus ICX-7150-48PF access switches and ICX-7650-48F core switches.
Experience with Sophos WAN and firewalls.
Experience with Cisco ACI, Cisco ISE, Palo Alto firewalls, 802.11 wireless environments, security technologies including IPS/IDS and NAC, and F5 load balancers.
Ability to coordinate multiple vendors supporting work at remote sites.
Work history supporting data center floor operations.
Operational understanding of SD-WAN technology and solutions.
Experience supporting Cisco Application Centric Infrastructure (ACI).
At least 5 years of technical support engineering experience in a call center environment.
Technology Services or Managed Service Provider industry experience.
Excellent Layer 2 and Layer 3 networking skills, including knowledge of cabling, LAN, WAN, telecommunications access methods, DNS-based Global Server Load Balancing theory, legacy networking technologies, and system interdependencies.
Experience in a production environment directly managing routers, switches, global and local load balancing, SSL acceleration, HTTP compression/caching, and DNS in a high-availability infrastructure.
End-to-end process thinking and proven experience with business processes and workflow design.
Service awareness of the organization’s key product and service offerings supported by the role.
Ability to listen to and understand client requirements and preferences, with a track record of developing creative and innovative solutions.
Excellent problem-solving skills and demonstrated success in root-cause analysis.
Demonstrated ability to expand and apply knowledge of technology, market, and industry trends and to identify, recommend, and implement best practices and methodologies.
Ability to work effectively across functional groups to optimize products and services, support a seamless client experience, and resolve issues accurately and on time.
Proficiency in MS Office (Word, Excel, and PowerPoint), Outlook, SharePoint, ERP, ServiceNow or similar service-delivery management tools, and related cloud-based technology systems.

Nice To Haves

Bachelor’s degree in engineering, information technology, or a related field.
Cisco CCNP, CCNA, or CCIE; Microsoft MCSE; or related certifications.
Knowledge of cloud and virtualization technologies.

Responsibilities

Identify, research, analyze, diagnose, resolve, and close escalated technical problems in a timely and high-quality manner.
Provide data center and data hall floor support, including field installation, configuration, service, preventive maintenance, and decommissioning of network and telecommunications infrastructure.
Review log files and analyze general network health.
Monitor network performance using tools such as SolarWinds NPM, NCM, IPAM, NetFlow, PingPlotter, MIB, and OID.
Respond to network outages and work with vendors to support network operation and troubleshooting.
Troubleshoot and resolve LAN/WAN issues during prime shifts and through after-hours on-call support.
Participate in incident, problem, configuration, and change management.
Perform project work, including design support, equipment ordering, configuring new equipment, and lease replacements.
Provide customer support, test network connections, and install and turn up equipment.
Handle second-level troubleshooting, upgrade operating systems, and plan configuration-system layouts.
Schedule and perform maintenance and upgrades of network infrastructure.
Assist Network Engineering with the design and configuration of switches, routers, and load balancers.
Provide diagnostic, root-cause, and troubleshooting support; resolve problems accurately and document findings for future troubleshooting and analysis.
Determine when field-service resources are needed for client requests and coordinate through incident-management and service-desk dispatch processes.
Escalate unresolved issues requiring manufacturer or carrier Tier 4 support according to service levels and procedures.
Monitor service-desk ticket volume, identify trends, document findings, and ensure assigned tickets are closed on time.
Use service-delivery management systems and related technology tools to execute service-desk activities efficiently.
Use escalation and exception processes to report performance and recommend improvements.
Research and apply technology, market, and industry trends and benchmarks to recommend and implement best practices, methodologies, and analytics.
Develop technical and nontechnical skills through learning channels and expand knowledge of products and services supported by BBOX.
Meet financial performance objectives for the area of responsibility and take corrective action as needed.
Recommend and implement improvements to service-desk methodologies, competencies, and processes to support stable, high-quality service delivery and company and client objectives.
Maintain a client-service-oriented environment focused on predicting, detecting, and resolving problems; remove barriers to client expectations, document issues and outcomes, and meet client satisfaction objectives and internal and external SLAs.
Recommend and support efforts to improve, simplify, automate, and enhance service delivery operations and the client experience.
Foster collaborative working relationships within NACS operations and across organizational levels and departments.
Achieve leadership-established performance targets for applicable KPIs.
Perform other duties as assigned by management.