Responsibilities:

• Lead complex projects such as infrastructure installation and upgrades
• Coordinate and execute Managed Services implementations for new and existing customers
• Provide network and security assessments, identifying opportunities for system improvements and efficiencies
• Respond to customer inquiries in a courteous and professional manner
• Deliver technical customer support over the phone and in person, understands support processes
• Create, document, and escalate issues and problems according to ticketing standards and SLAs
• Monitor assigned tickets and tasks and provide service or escalation as necessary
• Provide support for escalated service desk tickets following established protocols
• Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)
• Perform remote and onsite scheduled maintenance
• Accurately enter and maintain case information including notes and resolution
• Adhere to departmental policies for reporting and managing requests and change control
• Participate in emergency on call rotation schedule
• Internal IT Support as needed
• Identify sales opportunities and pass the information to correct team members
• Submit timesheets accurately and timely
• Other duties as required

Required Skills:

   Advanced knowledge of routing protocols e.g. MPLS, BGP, OSPF, EIGRP, VPN, QoS, NHRP, GRE
* Strong troubleshooting skills and effective troubleshooting methods including:
* Load balancing traffic and engineering for automatic failover
* Hands-on experience with traffic monitoring and management
* Must have Arista/Aruba/Cisco routing and switching knowledge and experience, Palo Alto/ASA firewalls, VPN and Wireless experience.
* Experience with F5 load balancing hardware
* Ability to design enterprise network routing architectures using protocols such as OSPF, BGP, EIGRP, RIP, and static routes. Must be skilled in the use of routing protocols (EIGRP, OSFP, BGP), understand QOS, be able to implement traffic policing and shaping on a LAN/WAN network and understand GRE tunneling
* Must have advanced knowledge of datacenter routing and switching
* Experience troubleshooting and resolving network anomalies on an operational network
* Experience with a broad range of security products such as Firewalls, IDS/IPS systems, AV, VPNs, Authentication, Content Filtering, etc. in a variety of network implementations.
* CCNP certified is or equivalent experience is desirable
* Customer focused attitude
* Attention to detail
* Excellent oral, written, and interpersonal communication skills
* The ability to clearly articulate complex issues to various levels/audiences
* Proven track record of successful project management skills
* Ability to work as part of a team, as well as independently
* Ability to develop and implement highly complex network/security projects.
* Solid analytical skills to troubleshoot highly complex and/or technical problems
* Ability to engage with customers, manufacturer partners, and internal and technical staff
* Ability to make decisions in stressful situations that align with strategic goals of business