Network Engineer

Black Box•San Diego, CA

About The Position

Deliver, monitor, maintain, and configure network equipment, services, and solutions that support client networking systems and environments. Perform field installation, configuration, service, preventive maintenance, and decommissioning of dedicated and shared data infrastructure, including network and telecommunications equipment. The role provides second-level technical support for LAN/WAN environments, including outage response, troubleshooting, network monitoring, incident and change management, maintenance, upgrades, and project work. It supports data center floor operations and assists Network Engineering with the design and configuration of switches, routers, and load balancers. The position also coordinates vendors and field resources, manages service desk tickets and escalations, documents issues and resolutions, and works to meet client satisfaction objectives, service-level agreements, and performance targets. It contributes to improving service delivery processes and maintains and expands technical knowledge relevant to the products and services supported.

Requirements

At least 5 years of technical support engineering experience in a call center environment.
Technology Services or Managed Service Provider industry experience.
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, wireless 802.11 environments, security technologies such as 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).
Strong 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.
Production-environment experience 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 demonstrated experience in business processes and workflow design.
Service awareness of the organization’s key product and service offerings for which support is provided.
Ability to understand client requirements and preferences and develop creative solutions.
Strong 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 product and service offerings and support a seamless client experience.
Track record of timely and accurate issue resolution.
Proficiency in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, ServiceNow, and related cloud-based technology systems.

Nice To Haves

Bachelor’s degree in Engineering, Information Technology, or a related field, or relevant experience.
Cisco CCNP, CCNA, CCIE, Microsoft MCSE, or related certifications.
Cloud and virtualization technologies experience.

Responsibilities

Identify, research, analyze, diagnose, resolve, and close escalated technical problems in a timely and quality-focused manner.
Provide data center and data hall floor support.
Review log files and perform general network health analysis.
Analyze and 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.
Perform incident, problem, configuration, and change management.
Complete project work, including design, 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 system 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 and make findings available for future analysis.
Determine when field-service resources are needed for client service requests through incident management and service desk dispatch processes.
Escalate issues requiring manufacturing or carrier Tier 4 support in accordance with service levels and procedures.
Monitor service desk ticket volume, identify trends, document findings, support future troubleshooting, and ensure timely ticket closure.
Use service delivery management systems and related 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 benchmarking to identify, recommend, and implement best practices and analytics.
Develop technical and non-technical skills through learning channels, including expanding knowledge of products and services supported by BBOX.
Meet financial performance objectives for the area of responsibility and take corrective action when needed.
Recommend and implement improvements to service desk methodologies, core competencies, and processes to support stable, quality service delivery.
Maintain a client-service-oriented environment focused on predicting, detecting, and resolving problems; identify barriers to client expectations and document issues, action plans, and outcomes.
Meet client satisfaction objectives and internal and external service-level agreements.
Recommend and support efforts to improve, simplify, automate, and enhance service delivery operations and the client experience.
Build collaborative working relationships within NACS operations and across organizational levels and departments.
Meet performance targets established by leadership for applicable key performance indicators.
Perform other duties as assigned by management.