This role provides Senior Network Support Engineer services to One Source Communications IT Services group clients.  The Engineer should have an affinity for computers and a broad knowledge of various computer and network systems. The Engineer should also have a thirst for knowledge and an ability to tackle new problems quickly by using available research tools to successfully remedy issues with little supervision.  This role will also be responsible for providing training and documentation as it relates to IT Services.  

Duties/Responsibilities: 

• Provide customer support including troubleshooting advanced issues with network/internet connectivity, firewalls, and wireless access, in a Cisco Meraki, Cisco Catalyst, or Cisco Nexus environment.  

• Provide remote and on-site network, firewall, and infrastructure support to a growing list of clients. 

• Install, configure, and maintain firewall and network appliance equipment.  

• Maintain asset process documentation to enable other team members to support these  

• Diagnose and resolve complex network problems and improve client network performance and reliability.  

• Evaluate Network for design, architecture, and security best practices and make recommendations for improvements in these areas.  

• Fill various roles as part of a project team to work on various technology-related projects. 

• Assist the server, desktop, and infrastructure personnel as necessary, providing mentorship, education, and advice on complicated network and systems issues.  

• Update knowledge base documentation in order to provide continuity among other company personnel. 

• Communicate ticket status and document updates to clients and technical staff as needed. 

• Provide second level after hours and holiday on-call support on a revolving basis with other senior technical  

• Investigate new technologies for use internally and in client environments. 

• Monitor internal and client services for any possible issues and provide issue resolution. 

• Interact with clients and vendors over the phone and in person in a professional manner. 

• Responsible for carrying out or reviewing changes and confirming they comply with the OSC information security policies. Follow customer specific change procedures as required.  

Required Skills/Abilities:  

• Expert level in Networking technologies with a strong preference for Meraki experience. Expertise in traditional Cisco infrastructure (ASA, Catalyst, Nexus) is acceptable in lieu of   

• Advanced understanding of networking fundamentals, and ability to troubleshoot complex multi-faceted issues involving the network. 

• Knowledge of how to configure, upgrade, and troubleshoot Cisco networking equipment.  

• Comfortable planning maintenance activities, and either completing them directly or training others to complete these maintenance tasks.  

• Primarily working out of a ticket system, documenting all customer interactions, planned or otherwise, in tickets.  

• Good verbal and written communication skills for interactions with customers daily. 

• Ability & willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a “win/win” attitude. 

• Focus on customer outcomes and bringing the customer a valuable interaction every time. 

• Must have a valid driver license and reliable transportation for travel as far as 75 miles from the office. 

• Must be able to work a full-time 40-hour work week, with occasional after-hours support. 

Education and Experience:  

• Bachelor’s Degree preferred, High school diploma, with appropriate work experience required. 

• 2-3 years previous experience as a network engineer or equivalent role. 

• 4-5 years previous experience with ticketing systems and proactive monitoring software. 

• Expert knowledge/experience with network and firewall diagnostics, design, and installation. 

• Advanced knowledge on how to configure, upgrade, and troubleshoot Cisco networking equipment. 

• ECMS, CCNA, or CCNP  

• Expertise with networking topics such as routing, VLANs, QoS, and dynamic routing protocols (BGP, OSPF, EIGRP). 

• Expertise in firewall topics such as ACLs, VPN, 2FA, NAT, and SD-WAN.  

• Require experience in Security topics related to networking such as, packet inspection, syslog, AAA, or TACACS.  

• Knowledge of Microsoft Windows Server, MS Exchange, or MS SQL preferred. 

• Experience with VDI technologies (Citrix XenApp, MS RDS, VMWare View, etc.) preferred. 

• Familiarity with virtualization technologies like vSphere and Hyper-V. 

• Experience with cloud hosting providers (AWS, Azure, others) preferred. 

• CompTIA Network+, Security+, Microsoft and other industry certifications preferred.