Senior Network Support Engineer - Remote

Overview

The Network Support Engineer is the primary technical resource for the day-to-day operations and health of a research institute's network infrastructure, managing incidents and ensuring network stability.

In Short

• Manage Tier 2 and Tier 3 incident queue within Zendesk ITSM platform.
• Perform troubleshooting and root cause analysis for network incidents.
• Execute planned maintenance activities including firmware updates and configuration changes.
• Participate in a shared on-call rotation for 24/7 incident response.
• Maintain documentation for all actions taken within Zendesk tickets.
• Assist in maintaining network documentation and Standard Operating Procedures (SOPs).
• Provide operational data and ticket analysis for performance reports.
• Support the Lead Engineer in architecture and capacity reviews.
• Communicate effectively with stakeholders throughout incident lifecycles.
• Act as the first point of engineering escalation for incidents.

Requirements

• 5+ years of experience in network operations or managed services support.
• Experience with Cisco Meraki devices in an enterprise environment.
• Experience providing Tier 2 and Tier 3 support.
• Bachelor’s degree in a related technical field or equivalent experience.
• ITIL® v4 Foundation certification.
• Cisco Certified Network Associate (CCNA) or equivalent certification.
• Proficiency with ITSM platforms, preferably Zendesk.
• Strong understanding of networking protocols (TCP/IP, DNS, DHCP).
• Experience troubleshooting hybrid connectivity to cloud environments.
• Excellent communication skills.

Benefits

• Opportunity to work in a dynamic and collaborative environment.
• Engage in continuous learning and professional development.
• Participate in a shared on-call rotation for varied experience.
• Access to cutting-edge technology and tools.
• Contribute to meaningful projects that impact the community.