Network Engineer

Milwaukee County•Milwaukee, WI

12d•$70,554 - $105,830

About The Position

Milwaukee County Information Management Services Division is seeking a Network Engineer to serve as the first point of contact for network-related incidents. The role monitors the SDP queue for network problems and service requests, reports and triages them, assigns items to the appropriate queue, and works to meet SLA resolution targets while responding to customer escalations. Under the direction and training of a supervisor and senior engineers, the engineer follows troubleshooting procedures, escalates issues as appropriate, conducts site inspections when needed, monitors and repairs networking infrastructure, and contributes to projects led by senior engineers. The position also works with engineers, service desk staff, operational-area leaders, and site-based service desk members to troubleshoot problems and improve workflows and procedures in support of County business and IT objectives under the ITIL framework. The engineer performs network installation, configuration, changes, upgrades, maintenance, and fundamental engineering tasks. The role monitors the network and responds to mission-critical device alerts, follows established designs, configurations, policies, standards, and industry best practices, and provides feedback or suggested updates to documentation, procedures, and service desk knowledge-base articles. Work may occur outside normal business hours for on-call incident escalation and maintenance. The job is open to qualified Wisconsin residents and requires a valid Wisconsin driver’s license maintained throughout employment.

Requirements

Must be a current resident of Wisconsin at the time of application.
Valid Wisconsin driver’s license, which must be maintained throughout employment.
High school diploma or equivalent and two years of work experience in an IT-related field; alternatively, an associate’s degree and less than one year of experience in Desktop Support/Service Desk with a focus on network support.
Intermediate knowledge of related computer and software applications, such as word processing, spreadsheets, email, and SharePoint.
Passion for networks and desire to excel in the role and develop as a network engineer.
Confidence making changes to devices while assessing risks.
Drive to provide network solutions.
Ability to troubleshoot independently and seek help from senior engineers when needed.
Continuous learning orientation and drive to pursue certification.

Nice To Haves

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

Responsibilities

Monitor the SDP queue for network problems and service requests; report, triage, and route items to the appropriate queue.
Maintain resolution rates in accordance with SLAs and respond to customer escalations.
Follow established troubleshooting SOPs, provide feedback, and escalate issues to senior engineers as needed.
Conduct site inspections as needed and monitor and repair networking infrastructure.
Contribute to projects led by senior engineers.
Collaborate with engineers, service desk staff, operational-area leaders, and site-based service desk members to troubleshoot issues and improve operational workflows and procedures.
Perform network installation, configuration, changes, upgrades, and ongoing maintenance under the direction and training of the supervisor and senior engineers.
Perform fundamental engineering tasks according to ITIL framework principles.
Monitor the network and respond to mission-critical device alerts to help prevent downtime.
Follow established network designs, configurations, industry best practices, standards, policies, and configuration guidelines.
Suggest improvements to document standards, procedures, and troubleshooting articles in the service desk knowledge base.
Provide guidance, assign tasks, and collaborate with site-based service desk team members to troubleshoot problems.
Perform work outside normal business hours, including on-call incident escalation and off-hours maintenance.