The Purple Guys Shreveport , LA 71101
Posted 2 weeks ago
The Network Engineer works as a member of the Escalations Team within the Reactive Services division to provide support services to clients. The position is highly client-facing both in-person and via phone and as such requires outstanding communication and client service skills. The Network Engineer resolves network problem tickets, performs assigned project duties, and assists Remote and Field staff as needed.
Network Engineer team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.
Essential Duties & Responsibilities
Client Service
Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner
Perform all duties with the goal of building and maintaining long-term client/vendor relationships
Maintain exceptional client service, understanding client satisfaction and perception
IT Service and Support Functions
Implementation and support services for clients' network infrastructure
Provide technical assistance to Reactive Service Delivery Team members with system and network requests
Provide advanced IT WAN and LAN support relating the technical issues involving client's network infrastructure
Provide remote access solution support via VPN, terminal services, and Citrix
Administer hosted and cloud solutions for clients using technologies that meet their business requirements
Acquire specific knowledge of the client and how IT relates to their business
Develop in-depth knowledge of the service offerings and how they relate to clients' needs
Participate in after-hours On Call rotation
Perform other related duties as assigned
Documentation, Reporting and SLA's
Identify clients' needs and report to vCIO or Service Manager
Update documentation for client configurations or processes
Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
Close tickets within 7 business days unless issue requires further delay as notated on the ticket
Professional Development
Routinely take self-paced training in technologies relevant to the team
Obtain industry certifications on a consistent basis
Administrative
Enter all notes and time worked on the appropriate service ticket
Enter time worked on each ticket daily
Schedule service delivery via the scheduling calendar in ticketing system
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.
Technical Skills
Cisco routing and switching
Configuring network settings on switches, routers, and firewalls
Deploying Cisco networks utilizing industry best practices
Cisco wireless configurations
Cisco security
Experience in WAN/LAN and transport technologies
Education and/or Experience
Language Skills
Ability to communicate professionally, in English, both written and orally
Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Certificates, Licenses, Registrations
Physical Demands
Regularly required to use hands to operate computer keyboard and telephone
Occasionally needs to lift and/or move up to 50 pounds
Specific vision abilities required by this job include close vision, and ability to adjust focus
Commitment Limitations
May not make a non-budgeted expenditure or commitment of the Company in excess of $500.00 without approval from Escalations Lead
May not enter into any contractual arrangements with a client
Business Behavior / Anti-Trust
Do not discuss proprietary information (Company's or client's) or business in general outside of work requirement
Do not discuss company prices or terms of sale unless with client in act of performing job
May not divulge any confidential personnel/corporate policy including discussion of performance reviews or salary
Will not engage in unprofessional conduct
The Purple Guys