Network Services Engineer I

Robert Half • San Ramon, CA

3d • $68,000 - $102,000

About The Position

Robert Half is seeking a Network Services Engineer I to provide the following functions, with the goal of offering precise operational support services to the company and our end-users. Support Services encompass Engineering level support and infrastructure design implementation for our global RHI and Protiviti DATA and VoIP networks to include but not limited to: hotline support calls, ServiceNow support of KTLO & MAC (moves, adds & changes) case requests, IT & Operational consultative support services, Enhancement design & implementation, standard reoccurring maintenance & patching of network services as required, internal projects support, wireless design, voice engineering & operations and contact center engineering & operations.

Requirements

• Bachelor's degree or equivalent experience.
• 2+ years IT experience without CCNA.
• Excellent customer service skills.
• Ability to document detailed requests, actions and resolutions.
• Collaborative and partnering communication skills.
• Good time management skills.
• Strong organizational skills.
• Ability to provide and receive constructive feedback.
• Basic analytical skills to identify problems and troubleshoot resolutions.
• Fast learner and open to new concepts and ideas.
• Basic knowledge of MPLS, DIA (Direct Internet Access) T1, Ethernet, Fiber Optics.
• Hands on experience & understanding of EIGRP, OSPF, DMVPN.
• Knowledge of Spanning Tree, VLAN’s, VTP, Trunking protocols.
• VoIP, L2 cabling standards, FW access list and security group policies, Monitoring tools.
• Proficient at troubleshooting L2/L3 issues.
• Experience with Cisco routers, switches.
• Basic understanding of Wireless systems.
• Experience with Sniffer and other advanced troubleshooting tools.
• Ability to perform basic edge site VoIP support and implementation.
• Perform service upgrades and patches review by NSE team while documenting the process of applying patch or upgrade.
• VoIP System include but are not limited to: User Communications devices, VoIP Telecom switches, Telecom Distributed Management systems, circuit databases, VoIP applications and plug-ins.
• Ability to perform basic edge site ViVO support and implementation.
• Perform service upgrades and patches review by NSE team while documenting the process of applying patch or upgrade.
• ViVO System include but are not limited to: Teleconferencing systems and services, Ring Central, CaaS & SaaS based services.
• Ability to perform basic Wireless Systems support MACs.
• Audit and edit of RH & PRO documentation and DBs.

Responsibilities

• Maintain accurate inventory of all Data and Telecom infrastructure equipment, maintenance and support contracts and service agreements.
• Participate in 24 x 7 on-call rotation for Network Operations Support group.
• Answer incoming Hotline calls and create or edit Service / Help Desk cases for each incident. Each incident must be correctly classified and clearly documented and assigned to the appropriate NSE operational queue.
• Perform basic level support for incidents as they are received via the hotline including initial assessment, troubleshooting and resolution as able. Escalate issues to level II, level III and level IV as required.
• Monitor system tool's incoming group email to generate new service incidents as received. Each item must be clearly documented and assigned to the appropriate Network Services Queue.
• Monitor operational system tools for incoming alerts via all methods to perform service analysis, report upon trending data and generate new support service incidents while maintaining KB database.
• Process basic support requests for voice and data incidents based on monitoring events.
• Manage & monitor all aspects of the delivery and implementation process of support fix to completion.
• Communicate with users via telephone or email as required.
• Communicates status of ongoing open items to appropriate team members and management.
• Maintains the documentation of circuit inventory in the appropriate databases.
• Submit requests to AIPD Provisioning & Logistics team to order new Data & Telecom circuits and coordinate vendor installation test & turn-up as necessary.
• Responsible for basic edge site KTLO Design Enhancement implementation.
• Performing DATA and VoIP service upgrades and patches reviewed by NSE team while documenting the process of applying patch or upgrade.

Benefits

• We offer exceptional earning potential and a competitive benefits package, including group health insurance benefits (medical, vision, dental), FSA and HSA healthcare accounts, life and accident insurance, adoption and fertility assistance, paid parental leave of up to 6 weeks, and short/long term disability.
• Robert Half provides paid time off for vacation, personal needs, and sick time.
• The amount of Choice Time Off (CTO) our people receive varies based on their years of service and is pro-rated based on the hours worked per week. A new hire earns up to 17 days of CTO per calendar year.
• Our people also receive up to 11 paid holidays per calendar year.
• We also offer the opportunity to contribute to our company 401(k) savings and investment plan or deferred compensation plan (if eligible), with an employer match of 100% on the first 3% of your contributions for eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level