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Network Support Engineer II

Network Support Engineer II

STEP CGFrankfort, KY, US
16 hours ago
Job type
  • Full-time
Job description

4 days ago Be among the first 25 applicants

As a Network Support Engineer II at STEP, you will work with an elite team of network support engineers supporting our 24x7 Customer Care Center for on-site deployments, upgrades, and supporting our Managed Service solutions. You will combine strong technical troubleshooting with field implementation expertise, directly shaping the customer experience and ensuring seamless delivery of STEP solutions, as well as being afforded the opportunity to continue to build your career and obtain industry and manufacturer-specific certifications.

What Success Looks Like

  • Be always a team player, handling escalations, raising awareness of risks, while supporting the teams design, implementation, and support of our solutions.
  • Deliver hands-on deployments, upgrades, and migrations with minimal disruption.
  • Serve as a customer-facing representative of STEP on-site while providing an outstanding customer experience.
  • Balance travel commitments with remote NOC responsibilities.
  • Develop additional knowledge and skills by leveraging self-study, participating in technical training classes, and utilizing lab exercises.
  • Provide outstanding service and foster strong relationships with management, customers, partners, and team members.
  • Willing to jump in and assist with any work efforts or responsibilities as needed.

Core Duties And Responsibilities

  • Travel to customer sites for deployments, upgrades, migrations, and escalated support of STEP's MIBS offerings.
  • Provide remote support via phone, email, chat, and ticketing system.
  • Troubleshoot, diagnose, and remediate issues across LAN, WAN, WLAN, firewalls, routers, switches, wireless APs, security, and VoIP systems.
  • Manage STEP tools, including network monitoring and ticket systems.
  • Create SOPs, MOPs, and deployment / support docs.
  • Recreate lab environments to isolate and resolve issues.
  • Act as an escalation point for Customer Care Center engineers.
  • Participate in on-call coverage for 24×7 operations.
  • Work with the Customer Care Center team to achieve goals and meet or surpass SLAs.
  • Identify process improvement opportunities and collaborate with the Tier II Network Support Engineer Lead and Support Operations Manager to implement necessary changes.
  • Provide technical assistance and support to customers via telephone, email, chat, or online portal.
  • Monitor, analyze, diagnose, remediate, and document technical issues related to STEP Managed Services offerings. These services encompass data, video, and voice solutions, including Local Area Networks (LANs), Wide Area Networks (WANs), Wireless Local Area Networks (WLANs), Mobile Networks, Video Surveillance Systems, and VoIP Systems, as well as network devices such as firewalls, routers, switches, and access points.
  • Participate in handling customer support calls.
  • Maintain updated records of customer interactions and communications using our ticketing system in a timely fashion.
  • Maintain positive relationships with customers that includes successful issue remediation, documentation, follow up, and feedback.
  • Travel as required based on position responsibilities.
  • Be the subject matter expert for STEP Managed Service offerings and solutions.

    • Ideal Candidate's Qualifications And Experience

  • 3-5 years of relevant experience in the customer service, customer support, or managed service provider field. Professional technical certifications are a plus.
  • Ability to work outside of normal business hours (2nd & 3rd shifts) if needed and on-call duty on a rotational basis as required.
  • Ability to travel up to 40% regionally / nationally.
  • Solid understanding of networking fundamentals (TCP / IP, DNS, DHCP, routing, switching, subnetting).
  • Familiarity with network security concepts (firewall rules, IDS / IPS, VPNs).
  • Experience troubleshooting LAN / WAN connectivity, firewalls (Fortinet, Palo Alto, Juniper, Extreme, Cisco ASA), VPNs, and wireless infrastructure.
  • Strong technical aptitude and ability to research & solve complex issues independently.
  • Excellent written and verbal communications skills.
  • Exceptional time management with the ability to meet critical deadlines.
  • Detail oriented individual with strong analytical and problem-solving skills.
  • Ability to manage confidential and sensitive information.

    • STEP is proud to be a recipient of the Greater Cincinnati and Northern Kentucky Top Workplaces Award for a third consecutive year! Learn more about STEP and read the press release HERE.

    STEP CG is an equal opportunity employer.

    Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • IT Services and IT Consulting

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    Network Engineer Ii • Frankfort, KY, US

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