Engineer I in Wake Forest, NC at Genesys Talent LLC

Date Posted: 1/8/2020

Job Snapshot

Job Description

This is a 3rd shift position with weekend work on a 4 x 10 schedule.

-Competitive mindset - go above and beyond; detail oriented; can work collaboratively in a team environment; organized and excellent time management skills
-Experience with Cisco required; Fortinet preferred
-SOC experience - SPLUNK

-CCNA required or in-process

-security background
-Looking for candidates ASAP; local candidates preferred

• Act as technical leader for the network operations center team and as a SME (Subject Matter Expert) on network and customer related issues

• Track major service outages and other service affecting activities. Advise inter-department groups of occurrences and ensure progress towards resolution. Perform case management function on outages as required.

• Handle internal/external customer escalations via phone, tickets or email and escalate further any customer-related issues to the appropriate group or manager as necessary.

• Assist with monitoring, overflow phone queue calls, and creating and handling repair tickets or service orders for customers as needed.

• Develop, maintain, and assist with providing initial training for new employees.

• Provide technical information or direction for less experienced employees as assigned.

• Analyze current network support processes and update as needed and/or refer priority issues to management.

• Special projects and other duties as assigned.

• Ability to work any shift in a 24x7 environment.

Job Requirements:

• Associate’s degree in Information Technology, Communications Networking and/or Electronics or related field or the equivalent in training and experience.

• Minimum 6 years of experience in Network Equipment Maintenance or Support, or the equivalent in training, experience and education.

• Minimum of 3 years of experience required in specific network equipment maintenance.

• Excellent verbal and written communications skills required.

• Willingness to attend Vendor-Specific product training as required.

Preferred Qualifications:

• Bachelor's Degree in Information Technology, Communications Networking or related field.

• Strong customer service orientation.

• Vendor certifications (Cisco CCNA, CCNP, Meraki, Juniper, Security, SPLUNKetc.)

• Experience in Data Troubleshooting as a SME (Subject Matter Expert).

• Advanced knowledge of SolarWinds.

• Experience with Cisco, ADTRAN, Meraki, or Juniper devices.

• Experience training employees in a classroom environment.

• Experience with technical document writing.

• Experience with use of Microsoft Office Excel & Word.

• ITIL 2011 certification