Network Engineer

Job Title:

Networking Cloud Support Engineer

Team:

Technical Support & Operations

Reports To:

Senior Manager, Tier 3 Technical Support

Last Updated:

7/26/2024

Position Summary:

Networking Cloud Support Engineers play a key role in the customer support function at HorizonIQ. As Cloud Support you are expected to demonstrate strong technical knowledge and a customer service focus for a wide variety of technologies and applications.  This role plays a key role in the overall satisfaction level of HorizonIQ customers. 
 
 Networking Cloud Support Engineers respond to and resolve customer tickets that include questions, service requests, and technical troubleshooting. Networking Cloud Support Engineers support the technologies that form the building blocks of scalable and resilient solutions that include but are not limited to, BareMetal, VPN, Firewalls, Switching, Routing, and Networking. Cloud Support Engineers work as part of a team of skilled professionals who deliver an excellent customer experience together. This support extends to both dedicated hardware and virtualized solutions. This is a remote position. 

General Responsibilities:

• Respond to customer inquiries quickly, efficiently and per HorizonIQ timing goals.

• Leverage the HorizonIQ ticketing system(s) to track and manage customer requests. Complete ticket information accurately and ensure that all required fields are populated.
• Answer questions, process requests for services and troubleshoot problems accurately.
• Maintain network documentation, run-books, diagrams, and network assets in the configuration management database.
• Keep customers informed of the progress of their request throughout the resolution process using both written and verbal communication methods.
• Resolve issues quickly, efficiently, and accurately. Leverage HorizonIQ and technical best practices. Resolve issues per HorizonIQ timing goals. 
• Maintain technical expertise in all areas of network and computer hardware and software interconnection and interfacing, including routers, multiplexers, firewalls, hubs, bridges, and gateways.
• Troubleshooting and resolution tasks may include:
• Clearly identify the capabilities and limitations of the types of solutions that HorizonIQ offers. 
• Use monitoring systems to locate systems with issues that need attention. 
• Understand firewall/switch configurations and update them as needed.
• Ability to navigate a command-line interface to correct common issues, within Cisco, Juniper, Arista and Palo Alto devices.
• Documenting resolution steps and record keeping for remediation.
• Ability to follow direction from senior Technical Support Engineers and retain knowledge gained.

Qualifications/Experience:

• 4 years of experience in a customer support environment. Business-to-business support is preferred.
• Working knowledge of networking concepts including VLANs, NAT, configuration, IPsec tunnels, VPN, and user creation.
• 4 years of experience with enterprise-class routers, switches, and firewalls.
• Experience with network infrastructure service designs, including TCP/IP, routing protocols, switching, GRE, IPsec and SSL VPNs, load balancing, firewalls, DNS, DHCP, NAT, network monitoring and troubleshooting tools, or packet analysis.
• Comprehensive troubleshooting skills across the OSI layer (Routing, Switching, and Firewall).
• Basic Understanding of OpenStack, VMWare and Hyper-V systems and tools.
• Basic understanding of web technologies such as Cloud infrastructure, IaaS, PaaS.
• Skilled understanding of configuring/maintaining network technologies.
• Understanding of logging to diagnose common issues. 
• The ability to communicate effectively both verbally and in writing. 
• Detail oriented. Organized. 
• Demonstrates a sense of urgency.
• Experience working in a team environment.
• Available to work on a 6-month shift rotation Days, Mid, or Nights. 
• Able to participate in an on-call rotation. 
• Certifications preferred, CCNA, CCNP, JNCIA-Cloud, JNCIA-SEC, Palo Alto (PCCET, PCNSA).