Job Title: Network Support Engineer (MSP)

Job Overview:

As a Network Support Engineer in a Managed Service Provider (MSP) environment, you will be responsible for providing network administration, support, and troubleshooting to a variety of clients across different industries. The role requires strong networking skills, excellent communication, and a focus on delivering high-quality service to ensure client satisfaction. You will be tasked with monitoring, maintaining, and improving network infrastructures, including firewalls, routers, switches, VPNs, and wireless systems.

Key Responsibilities:

• Network Monitoring & Management:
  • Monitor client networks for issues such as performance degradation, downtime, and security breaches.
  • Proactively address potential issues before they affect the business.
• Troubleshooting & Support:
  • Respond to network support tickets and incidents.
  • Provide remote and on-site troubleshooting for network connectivity, security, and performance issues.
  • Assist in the diagnosis and resolution of network-related incidents, often under tight deadlines.
• Network Configuration & Maintenance:
  • Configure and install firewalls, routers, switches, and other network devices.
  • Perform routine network maintenance to ensure the highest level of performance and security.
  • Support VPNs and remote access configurations for clients.
• Documentation:
  • Create and maintain detailed network diagrams, configurations, and documentation.
  • Document and update network changes as per client requirements and internal standards.
• Client Communication:
  • Act as a technical liaison for clients, providing regular updates on the status of their network infrastructure.
  • Communicate technical issues and solutions in a clear and understandable manner to non-technical stakeholders.
• Network Security:
  • Implement and manage security protocols and systems, including firewalls, IDS/IPS, and other security tools.
  • Stay up-to-date with the latest network security threats and ensure that client networks are protected.
• Collaboration:
  • Work closely with other engineers, helpdesk support, and IT teams to ensure comprehensive network support.
  • Collaborate on projects such as network upgrades, migrations, and optimizations.
• Disaster Recovery & Backup:
  • Ensure that clients have reliable network disaster recovery plans in place.
  • Support the setup and testing of backup and recovery processes.

Required Skills:

• In-depth knowledge of network infrastructure components such as routers, switches, firewalls, load balancers, etc.
• Strong understanding of networking protocols (TCP/IP, BGP, OSPF, DNS, DHCP, VPNs, etc.).
• Experience with network monitoring tools (e.g., SolarWinds, PRTG, Nagios).
• Proficiency in configuring and troubleshooting network devices from vendors such as Cisco, Juniper, Fortinet, or Palo Alto.
• Experience with SD-WAN and cloud networking solutions (e.g., AWS, Azure).
• Familiarity with security protocols, firewalls, and VPNs.
• Excellent problem-solving and communication skills.

Preferred Certifications:

• Cisco Certified Network Associate (CCNA) or higher (e.g., CCNP).
• CompTIA Network+ or Security+.
• ITIL certification (advantageous for MSP environments).

Experience:

• 2+ years of experience in network support roles, preferably in an MSP environment.
• Experience supporting multiple client environments and working with ticketing systems.

Work Environment:

• Ability to work in a fast-paced, multi-client environment.
• On-call responsibilities for after-hours support may be required.
• Some travel may be necessary for on-site support depending on client needs.