Service Desk Engineer (Network)

About This Role

This Service Desk Engineer role involves providing technical support across a wide range of technologies, diagnosing and resolving complex incidents for customers, and continuously building expertise in networking and other IT solutions.

Responsibilities

• Build and maintain a deep technical understanding of technologies, including routing, switching, wireless, edge, and web application firewalls, servers, storage, backup systems and software systems
• Work on detailed and complex support incidents across multiple technologies and disciplines as part of a team of engineers
• Work from RSI offices to diagnose and resolve both emergency and chronic problems related to availability, security, performance, connectivity, and overall functionality
• Attend or participate in various product training sessions and classes in order to broaden skillset while maintaining vendor relationships
• Meet with customers to discuss and outline new approaches and configurations that improve and enhance their current environments
• Create and maintain network diagrams, runbooks, configs, “known issues,” and standardized deployment templates
• Plan and execute network changes with rollback plans, maintenance windows, and stakeholder communications
• Run short client calls, summarize issues plainly, and provide “what happened / what we did / what’s next” updates

Requirements

• 1-3 years of equivalent technology experience
• Associate level expertise or equivalent certification level in Networking (Cisco, Aruba, Juniper)
• Wireshark/tcpdump comfort and ability to isolate “network vs app vs ISP.”
• Hands-on experience supporting solutions from Cisco, Juniper, HPE, Aruba, Palo Alto, Fortinet
• Experience planning and executing network changes with rollback plans, maintenance windows, and stakeholder communications
• Strong interpersonal, written, and oral communication skills
• Strong analytical and problem-solving skills
• Strong customer service orientation
• Ability to conduct research into issues and problems
• Ability to present ideas in user-friendly language
• Highly self-motivated and self-sufficient
• Ability to effectively prioritize tasks in a high-pressure environment
• Valid Driver’s license and vehicle insurance OR ability to report to the office daily

Qualifications

• 1-3 years of equivalent technology experience

Skills

* Required skills

Benefits