The Network Support Engineer’s main responsibility is to provide technical support to both internal ProtectWise and external customers. They will provide overall escalation management and technical solutions as well as be able to communicate effectively with customers, sales people, management, and fellow technical support engineers. Network Engineers are also relied on as subject matter experts in their fields, proactively documenting technical solutions as well as creating and delivering training around their area of expertise.

Core Requirements:

• Excellent verbal and written communication skills
• Strong, proven, customer service soft skills
• Ability to multi-task, prioritize job requirements, and meet deadlines
• Strong personal organization skills
• Ability to effectively communicate status updates to various audiences, including customers, sales, management, and peers.
• Strong documentation skills
• Friendly and approachable personality with positive attitude
• Strong troubleshooting/systematic fault isolation skills
• Ability to maintain poise and professionalism under pressure
• Ability to provide technical training to groups of students
• Self-motivated
• Willingness to work after hours as needed for high severity issues
• Ability to lead a conference bridge and drive to resolution during a crisis

Responsibilities:

• Mentor and coach peers
• Provide overall escalation management and technical solutions when issues are reported
• Review open issues on a daily basis, update our customers on the status of their escalated cases, and assist in the reproduction of issues
• Establishing effective lines of communication with Engineering team and management to ensure cases are flagged that require immediate attention
• Share knowledge, provide articles to the Knowledge Base team, and communicate new product information and known issues
• Provide technical problem resolution and fully document the resolution in the ProtectWise call tracking system
• Participate in an on-call rotation for after-hours high severity issue assistance
• Create and deliver instructor-led training
• Develop and document best practice guidelines for product usage
• Recognize, communicate, and document new remediation’s & solutions for emerging issues
• Take the lead documenting RCA responses for critical and/or complex issues
• Drive process improvements to help the team work more effectively and efficiently
• Confidently and effectively present technical information to a wide range of audiences

Technical requirements:

• In depth knowledge of Windows operating systems
• Proficiency in use of Linux operating systems
• Basic understanding of VMWare environments
• Strong working and theoretical understanding of the OSI Layer model
• Strong TCP/IP Networking skills
• Understanding of a wide variety of protocols, including snmp, smtp, wmi, syslog, ssh, ntp, dhcp, dns, cifs, and nfs.
• Ability to work with SQL database via CLI
• Ability to read and understand scripts to locate where issues are occurring.
• Experience with setting up DHCP, DNS and NTP servers