Network Engineer

Position Summary: The Technical Support Network Engineer role is primarily responsible for supporting / troubleshooting client network issues. The secondary responsibility of this role includes working with our service delivery network team to design, deploy, and support client networks. This includes both new installations and infrastructure upgrades, ensuring minimal disruption to client operations while meeting support timelines and business goals. This role reports directly to the Senior Director, Service Operations.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Support and troubleshoot network specific client tickets involving firewalls, switches, access points, routers, and other network related elements.

• Deploy network infrastructure (switches, firewalls, routers, wireless, etc.) across client environments.
• Perform network migrations, upgrades, and cutovers with detailed planning and risk mitigation.
• Implement best practices and client-specific configurations for security, performance, and reliability.
• Work with other Client Support Center (CSC) Tier 2 and Tier 3 team members to resolve client issues/concerns.
• Support sales engineers, project managers, and clients to define technical requirements and create implementation plans.
• Review and validate solution designs for scalability and compliance with MSP standards.
• Configure network equipment (Cisco, Fortinet, Meraki, etc.) according to project scope.
• Perform remote or on-site deployments, including after-hours work when necessary.
• Document all configurations, IP schemas, device roles, and implementation details.
• Create as-built diagrams and ensure all documentation is handed off to Visory’s CSC post-project.
• Update internal knowledge bases or client documentation portals.
• Conduct pre- and post-implementation testing to verify functionality and performance.
• Run validation steps for failover, redundancy, and security policies.
• Address and troubleshoot issues during and after implementation.
• Maintain clear communication with clients and internal teams throughout project lifecycle.
• Provide technical guidance and status updates to project managers or stakeholders.
• Participate in client kick-off and close-out meetings.
• Act as an escalation point during or shortly after project go-live.
• Transition ongoing support to NOC/helpdesk after stabilization period.
• Hardware maintenance and patching as needed
• Resolve and troubleshoot support tickets as needed
• Participate in an on-call rotation as needed
• Serve as a mentor for the Support Teams and Network Administrators

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (Update qualifications using chart)

Education/Experience:

• High school diploma or general education degree (GED), and three to five years related experience and/or training, or equivalent combination of education and experience.
• Bachelor's degree (B. S.) from four-year college or university preferred.
• Professional IT Certifications, such as: CCNA, SNSA or equivalent & Meraki ECMS.

Software and Computer Experience:

• Demonstrated proficiency in core networking protocols including TCP/IP, OSPF, BGP, VLANs, and IPSec VPN, with working knowledge of SD-WAN, RADIUS/TACACS+, QoS, and 802.1X. Experience with advanced topics such as VXLAN/EVPN, network automation (NETCONF, REST APIs), and cloud networking (AWS/Azure).
• Proficient with PSA systems such as ConnectWise.
• Microsoft Office Suite (Excel, Outlook, Word).
• Hands-on experience with Meraki, WatchGuard platforms required. Other platforms (Fortinet, Palo Alto, Sophos, SonicWall, etc) preferred.
• Familiarity with Python and JavaScript
• Knowledge of Windows Server administration
• Familiarity with network monitoring and management tools such as Logic Monitor or PRTG
• Diagnosis skills of complex technical issues.

Competencies:To perform the job successfully, an individual should demonstrate the following.

Communications:

Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.

Change Management:

Builds commitment and overcomes resistance. Communicates change effectively. Develops workable implementation plans. Monitors transition and evaluates results. Prepares and supports those affected by change

Leadership:

Exhibits confidence in self and others. Inspires respect and trust. Motivates others to perform well. Reacts well under pressure. Shows courage to take action.

Judgment:

Displays willingness to make decisions. Exhibits sound and accurate judgment. Includes appropriate people in decision making process. Makes timely decisions. Supports and explains reasoning for decisions.

Oral Communications:

Demonstrates group presentation skills. Listens and gets clarification. Participates in meetings. Responds well to questions. Speaks clearly and persuasively.

Planning & Organization:

Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner

Project Management:

Communicates changes and progress. Completes projects on time and budget. Coordinates projects. Develops project plans. Manages project team activities.

Language Ability:

Ability to read, analyze, and interpret common financial reports and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management and/or boards of directors.

Mathematical Ability:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times