Senior Network Engineer

What you’ll do:

As a Senior Network Engineer, you’ll represent the company by managing network related projects, service events, incidents, and problems in the company ITSM systems.  This critical role is accountable for analyzing and managing Client events to ensure that world class service and support is provided to customers at agreed to levels.

Who we are:

Corserva is a privately held national Managed IT Service Provider headquartered in Trumbull, CT.  For over 30 years, we’ve driven customer success by assessing, architecting, implementing, managing and protecting the IT that runs business.  We do all of this by collaborating with best-of-breed technology partners to deliver exceptional value and customized IT solutions that support business growth.  We have the operational and technical expertise to deliver results across a customer’s business. From servers to storage, and networks to security, we leverage our abilities in consulting, technology, and outsourcing to advance customer possibilities, reduce risks, and cut operational costs.

What we offer

We offer a competitive salary plus benefits plan.

Where you’ll work

In our Orlando, FL office

Your Responsibilities

• Design, implementation, configuration and support at the network level: WAN and LAN connectivity, routers, firewalls, layer 2/3 LAN switching, VPN, SD-WAN, and security.
• Design and implement on-premise, hosted and/or cloud solutions for customers using technologies that meet their requirements.
• IT support relating to issues with the internal network and systems infrastructure.
• Architecture and support for remote access solutions: VPN, RDS/Terminal Services, and Citrix.
• Administration and maintenance of remote monitoring and management systems: ensure full communication with monitored devices using SNMP or other protocols, prompt response to alerts, monitoring of dashboard, and periodic system review to yield valuable trend analysis.
• Support and troubleshooting for system related technologies: Azure, AWS, Windows Server, VMware, Hyper-V, Active Directory, Office 365, Exchange, SQL, Windows 10, etc.
• Perform customer follow-up to verify final resolution and determine satisfaction level
• Communicate regularly with clients and internal resources, including account management, to ensure that all client issues and opportunities are being addressed in a timely and high-quality manner
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively by the network operations center staff
• Understand overall service desk objectives, as well as the role and function of each team member
• Drive problem investigations and resolution as required
• Ensuring that risks are identified, communicated, and mitigated to the customer
• Produce and maintain detailed client network documentation to meet security audit requirements
• Execute regular proactive maintenance of managed network devices
• Adherence to change management protocols for implementation of all maintenance to network infrastructure and proper documentation of all changes

Additional Responsibilities

• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Escalate service desk issues to senior team members as required
• Ensure consistency of existing systems by following standards and procedures
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes etc.
• Business awareness: specific knowledge of the customer and how network communications and security relates to their business strategy and goals
• Develop in-depth knowledge of the Company service catalog and how it relates to customer’s needs
• Document internal processes and procedures related to duties and responsibilities to create SOP reference material
• Responsible for entering all time and expenses in ITSM as it occurs
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Available Benefits:

• Paid vacation time
• Medical, dental and vision coverage
• Life Insurance
• And more

Qualifications

About You:

• A candidate with a track record within the IT services industry demonstrating a high-level of commitment to exceptional customer service and continuous improvement
• Deep understanding of Windows, networking, firewalls, end-point protection, network architecture, virtualization, including how all technologies work together within a network environment
• Skilled in event and incident response
• Familiarity with support tools, techniques, and firm understanding of how technology is used to provide and enhance IT services
• Enjoy working with customers at all levels
• Willingness to travel for client-based projects when required
• Strong knowledge of ITSM applications and processes
• Strong organizational, presentation, and customer service skills
• Skill in preparing written communications and materials, especially in delivering technical information to customers in a manner that they are able to understand
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
• Ability to multi-task and adapt to changes quickly
• Self-motivated with the ability to work in a fast-moving environment

Experience Recommendations:

• BA/BS, preferably in computer science or a related field.
• 5-7 years of network professional experience required, 7-10 years preferred.
• Professional network-centric IT Certifications, such as: CompTIA (Network+), Cisco, Fortinet, SonicWall, HPE/Aruba, Palo Alto, Juniper.
• Specific experience as a “hands on” mid- or senior-level technical resource maintaining network infrastructure and/or implementing new deployment and upgrade projects.