Job Description

Job Description

Job Description

Systems Engineer (Service Desk)

Purpose

Our clients rely on the IT services we provide so they can serve their customers/clients, employ their staff, and add value to their communities. Increasing client confidence through timely, professional, friendly, and knowledgeable remote-support service is paramount to being the IT Leader we strive to be. Additionally, Corsica depends on the efficiency of IT Service Management team members to keep costs low. The purpose of the Network Engineer is to provide client-centered, efficient, and effective level 3+ remote support to Corsica clients’ networking needs. By efficiently and effectively resolving complex IT issues, the Network Engineer will help minimize downtime and disruptions within client environments, which in turn will further build trust between Corsica and our clients.

Responsibilities

The responsibilities for this position include: 

• Serve as a Tier 3 resource and escalation point for the rest of the Service Desk team on networking tickets, as needed.
• Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible. 
• Provide network analysis, response, and remediation support, as needed.
• Maintain network infrastructures across multiple clients and MSP/MSSP internal services.
• Manage the impact, risk, and implementation of complex client change requests. 
• Communicate effectively with both management as well as client points of contact and end users.
• Build and develop configurations for network products.
• Estimate and summarize client network health and recommendations for improvement.
• Follow standard operating procedures as documented in the knowledge management system. 
• Assist in creating and updating knowledge articles to be used by other service desk personnel. 
• Work with the team and escalate as needed with the assistance of management. 
• Maintain and update system documentation and service ticket records. 
• Stay up to date on the latest technologies through ongoing education.

Competencies and Qualities 

Qualified candidates must meet the following job requirements: 

• Able to function effectively in a high paced environment.  
• Have the ability to understand the perspective of the client in all service interactions.  
• Must make effective use of time and complete tasks efficiently and on time.  
• Able to work with a team, communicate effectively, and have a high attention to detail.  
• Must meet client and corporate expectations for attendance, quality, and performance.  
• Must have advanced experience with each of the following:
  • TCP/IP Stack
  • Working with and without out of band management on remote systems, utilizing on-site resources as smart hands as necessary.
  • DHCP and DNS support in SMB and enterprise environments.
  • NMS and SIEM
  • Switches, firewalls, and advanced infrastructure – Cisco, Fortinet, Sonicwall preferred.
  • Network authentication and encryption methods.
  • Dynamic routing protocols, SLA, route tracking, and network policies.
  • VOIP applications such as CUCM, Jabber, 3CX, RingCentral, etc. 
• Must have intermediate experience with each of the following:
  • Network security hardening best practices. 
  • Cloud-based providers such as Azure and AWS. 
  • Microsoft Cloud Solutions – OneDrive, Office 365, Exchange Online, Sharepoint, etc.
  • Cloud based networking and Cloud to physical connections. 
• Preferred experience with:
• Virtualization platforms such as Hyper-V and VMWare.

Education, Experience, and Certifications

• Bachelor’s Degree in any IT related field OR equivalent technical certifications (Disco CCNP, CCNA, Fortinet NSE, etc)
• 6+ years of network experience with implementation and support.
• 2+ years of Windows Sever technology experience as well as the Windows Server core Services.
• 2+ years of Microsoft Cloud Solutions experience.
• At least 3 certifications from leading vendors such as Cisco, CompTIA, or Microsoft are required.  Cisco-Voice preferred.

Supervisory Responsibility

This position does not have any direct supervisory responsibilities. 

Work Environment

In most cases, work will be performed in a climate-controlled office space. Work will require the use of standard office equipment, such as computers, phones, and multi-function printers. The position will be expected to make use of specialized tools and software for troubleshooting and system administration. 

Travel

This position requires less than 1% travel with no overnight travel expected. 

Physical Demands

Candidate should be able to lift 20 pounds or more. The position will require sitting for long periods of time and may occasionally require lifting, bending, and driving.  

Position Type/Expected Hours

This is a full-time position for five, eight-hour days (40 hours total) per week. A one-hour lunch break is provided. Shift start times range from 6:00 am to 9:00 Pm and the assigned shift will be communicated in advance. This position will also be required to participate in an on-call rotation to act as an escalation point for Tier 1 resources outside of normal business hours. 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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