Network Engineer

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Description

Impact is a leading national managed services provider, specializing in IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support – with a driving focus to bring enterprise-level resources to the SMB and midmarket. We are committed to customer-centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do.

Overview

The TOC Network Engineer will be part of the Impact Networking MIT organization under Service Operations and will provide world-class customer support and technical expertise for Impact Networking customer environments. Customer support will center around network issues following Impact's incident, request, and change management processes. Experience in IT support, effective team participation, as well as a demonstrated ability to understand customer needs, drive business practices, and work collaboratively in a fast-paced, dynamic environment where customer service skills are utilized daily are expected.

The ideal candidate will be expected to : analyze Core and LAN / WAN systems to determine existing and available capacity; prepare reports communicating available capacity to stakeholders; design and execute capacity and life-cycle augmentation projects; maintain and update network documentation and diagrams, and prepare business proposals in support of capacity and life-cycle augmentation recommendations in conjunction with a Technical Account Manager if one exists on the customer account; and identify root cause for core level crisis events and provide potential short / long term preventive actions in a timely manner using retroactive, reactive, and proactive means.

Responsibilities

• Provide world-class customer support and technical expertise for Impact Networking customer environments.
• Manage network incidents through to service restoration, resolution, and closure. Engage customers, additional internal teams, and external vendors as required.
• Handle layer 1-3 incidents, change orders, and service requests with routers, switches, firewalls, load balancers, and DNS.
• Customer and core infrastructure monitoring : Learn alarm management platforms, functions, and terminology. Verify validity of alarms and follow troubleshooting procedures as outlined. Work with remote locations on verification and resolution of alarms.
• Follow outlined procedures for customer notification, escalation, and technical network interfaces, building familiarity with the client base (customer intimacy).
• Review network requirements and engineering concerns associated with customer requests such as equipment configuration, and operational impact.
• Perform network configuration changes, root cause analyses, and proactive measures to address chronic and emerging network problems.
• Act as a technical training resource and escalation point for peers and internal teams while maintaining accurate technical documentation and network diagrams.
• Review logs and performance reports to identify potential problems and take proactive measures to mitigate them.
• Maintain technical expertise and required industry certifications and stay current with new and emerging networking technologies.

Qualifications

Benefits

Join us at Impact, where your ideas matter, your growth is supported, and your work creates real change.

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