Network Engineer

Milwaukee County Wisconsin•Milwaukee, WI

About The Position

The Network Engineer is the first point of contact for network-related incidents. The role monitors the SDP queue for network problems and service requests, reports issues, triages and assigns them to the appropriate queue, and works to meet SLA resolution targets while responding to customer escalations. Under the direction and training of the immediate supervisor and senior network engineers, the position follows established troubleshooting procedures, escalates issues as needed, conducts site inspections, monitors and repairs network infrastructure, and contributes to projects led by senior engineers. The role partners with engineers, service desk staff, and leaders in other business units and operational areas to identify and resolve workflow and procedural problems in support of County business and IT objectives under the ITIL framework. It also provides guidance, assigns tasks, and collaborates with site-based service desk staff to troubleshoot problems. The position performs fundamental network engineering tasks, including installation, configuration, changes, upgrades, and ongoing maintenance. It monitors the network and responds to mission-critical device alerts, supports network health and uptime, and follows established designs, configurations, industry best practices, standards, policies, and configuration guidelines. It may recommend updates to documentation, procedures, and service desk knowledge-base troubleshooting articles. Work outside normal business hours is required, including on-call incident escalation and off-hours maintenance. Applicants must be Wisconsin residents when applying and must have a valid Wisconsin driver’s license maintained throughout employment. Candidates must meet the stated education and experience minimums at the time of application. The role requires confidence in assessing risks when making device changes, independent troubleshooting, a willingness to seek support from senior engineers, and a commitment to learning and developing as a network engineer.

Requirements

Be a current resident of Wisconsin at the time of application.
Hold a valid Wisconsin driver’s license and maintain it throughout employment.
High school diploma or equivalent and two years of work experience in an IT-related field; alternatively, an associate degree and less than one year of experience in Desktop Support/Service Desk focused on network support.
Intermediate knowledge of related computer and software applications, such as word processing, spreadsheets, email, and SharePoint.
Confidence making changes to devices while assessing risks.
Ability to work independently to troubleshoot and comfort seeking help from senior engineers.
Passion for networks and a drive to provide network solutions, excel in the role, and continue learning and seeking certification.
Meet the minimum qualifications at the time of filing the application.

Nice To Haves

CCNA certification.
CompTIA N+ certification.
ITIL certification.
Basic Palo Alto experience.
Basic Cisco 9K Wireless experience.
VOIP experience.
Cisco ISE experience.
Cisco Prime DNAC experience.
Ekahau experience.

Responsibilities

Monitor the SDP queue for network problems and service requests, report them, and triage and assign them to the appropriate queue.
Maintain resolution rates consistent with SLA requirements and respond to customer escalations.
Follow established troubleshooting SOPs, provide feedback, and escalate issues to senior engineers as needed.
Conduct site inspections as needed; monitor and repair networking infrastructure.
Contribute to projects led by senior engineers.
Partner with engineers, service desk staff, and leaders in other business units and operational areas to identify and solve operational workflow and procedural problems.
Provide guidance, assign tasks, and collaborate with site-based service desk team members to troubleshoot problems.
Under the direction and training of the supervisor and network engineers, perform network installation, configuration, changes, upgrades, and ongoing maintenance.
Perform fundamental engineering tasks according to ITIL framework principles.
Monitor the network and respond to mission-critical device alerts to prevent downtime.
Follow established designs, configurations, industry best practices, standards, policies, and configuration guidelines while supporting network health and uptime.
Recommend potential changes to documentation standards, procedures, and troubleshooting articles in the service desk knowledge base.
Perform work outside normal business hours, including on-call incident escalation and off-hours maintenance work.