Network Engineer

Resideo • Charlotte, NC

1d

About The Position

The Network Engineer reports to the Technical Services Manager and assesses incoming support requests, resolving them with minimal oversight. The role operates in a fast-paced, goal-oriented environment that emphasizes accountability, multitasking, practical problem-solving, and continued growth in network knowledge. The engineer must be highly proficient with Ruckus Wireless systems, including SmartZone wireless controllers and Unleashed wireless access points; Ruckus/Brocade ICX switches; and FortiGate and Sophos firewalls. The position provides Tier 1/2 technical support for remote clients’ networks and includes occasional after-hours emergency support.

Requirements

• At least 4 years of networking experience.
• Current CCNA certification or equivalent.
• Advanced understanding of network protocols, firewalls, routers, switching, TCP/IP, and STP.
• Advanced understanding of wireless local area networks, authentication, security, and encryption protocols.
• Experience supporting customer environments in a helpdesk or support capacity.
• Ability to solve complex technical problems under pressure while interfacing with clients.
• Fanatical attention to detail, including spelling, grammar, punctuation, and capitalization.
• Availability to work nights and weekends as needed.
• Ability to work CST or EST hours.
• High proficiency with Ruckus Wireless systems, including SmartZone wireless controllers and Unleashed wireless access points; Ruckus/Brocade ICX switches; and FortiGate and Sophos firewalls.

Nice To Haves

• Residential custom electronics design or integration experience and familiarity with home automation systems such as Crestron, Savant, AMX, and Control4.
• RCWA, RCNA, CWNA/CWNP, or ICX/Brocade certifications, or equivalent experience.
• Experience programming and troubleshooting Ruckus solutions.
• Experience with remote desktop support applications.
• Working knowledge of ConnectWise.
• Python, VBScript, JavaScript, or other scripting experience.
• Apple or Microsoft certifications.

Responsibilities

• Open tickets and diagnose Tier 1/2 technical support issues with remote clients’ networks.
• Program and provision AN Core solutions for deployment at remote sites.
• Provide and maintain thorough documentation of client systems.
• Perform firmware updates on remote client systems.
• Create and manage client contacts and accounts within AN systems.
• Collaborate with clients and teammates by coaching and sharing knowledge.
• Learn new technologies and products.
• Review alerts from the Access Networks Live Monitoring system and escalate or create tickets according to a defined process.
• Write and publish articles to increase the team’s institutional knowledge.
• Prepare tickets for RMA processing.
• Provide occasional after-hours emergency support for remote clients.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed