Senior Network Engineer

Work Type

: Fulltime - Permanent

When

: Monday-Friday, 8:00 AM to 5:00 PM EST (Depends on client needs)

Where

: Remote - Network Team

What

:

The Network team's main responsibilities include:

Network Support

Respond to client network-related inquiries and technical issues via various channels such as phone, email, or chat. Troubleshoot and resolve network-related problems to ensure smooth operations for clients.

Ticket Management

Logging and tracking client requests or issues in a ticketing system, ensuring that all incidents and service requests are properly documented and addressed within defined service level agreements (SLAs).

Remote Assistance

Providing remote support to clients by remotely accessing their systems to diagnose and resolve technical issues. This may involve installing or configuring software, troubleshooting network connectivity, or guiding clients through problem-solving steps.

Customer Service

Delivering high-quality customer service by maintaining a professional and helpful demeanor when interacting with clients. They listen attentively to client concerns, provide clear explanations, and ensure client satisfaction throughout the support process.

Knowledge Base Maintenance

Contributing to the creation and maintenance of a knowledge base by documenting solutions to common problems, troubleshooting steps, and best practices. This knowledge base serves as a resource for both the helpdesk team and clients.

Collaboration

Collaborating with other IT teams, such as network engineers or system administrators, to escalate and resolve complex issues that require specialized expertise. They work together to ensure timely and effective resolution of client problems.

Proactive Monitoring

Monitoring client systems and networks using remote monitoring and management (RMM) tools to identify potential issues or performance degradation. They may take proactive measures to prevent or minimize service...